Square is unable to correct INNACURATE report

[OWassef]

I had a customer who paid by debit and was accidentally charged extra by mistake! I tried to refund them, but guess what? Square wouldn't let me process the refund unless the customer came back in person! Ridiculous! I ended up e-transferring the refund, and now Square tells me there's no way to document that in my reports! So now I’m stuck claiming misleading sales figures! This is absolutely unacceptable!

[JTPets · Accepted solution]

In the transactions screen at the top their should be an option for unlinked refund, this shows as in beta, but I think it is live, if not here is the beta community: https://community.squareup.com/t5/Unlinked-Refunds/gh-p/UnlinkedRefunds

[OWassef]

Thanks for your response. There does not show any option for an unlinked refund. I contacted square and they said there is nothing they can do to correct the inaccuracy now reflected in my reports.

[OWassef]

Update: I contacted support again, and they recommended falsifying a transaction by creating a fake refund for the next customer who pays with cash so that my books look accurate. 

[OWassef]

I tried to refund a customer who was accidentally charged in person using a debit card, but I could not process the refund without the customer returning with the card used.

I ended up transferring the funds to my bank and sending an e-transfer to the customer, who was no longer in the province and unable to return to the store for the refund to be processed.

I contacted Square and asked how I should update my reports to reflect the refund accurately, and they said there was no way to do it in the system. They recommended that I falsify a new customer transaction: the next time a customer pays, accept the payment outside the Square (cash, e-transfer) and then mark the new sale as a refund to correct the inaccuracy in my reports. 

In their own words: "Falsify a new customer transaction to correct reports. "

I would think that falsifying a transaction to correct reports is not an ethical or legal practice?

Is there no way to mark a negative transaction or a "cash" refund without messing with another customers transactions?

[JTPets]

As i stated in your previous post, the only way to correct this would be through the Unlinked Refund, let me tag a mod and see if this is still in beta or not and if we can get you sorted with unlinked refunds to correct this

@Summer2024 can you help me find out if the unlinked refund is in beta or not? If it is, can we get him in?

[JTPets]

link to original thread for context https://community.squareup.com/t5/Square-Point-of-Sale-Group/Square-is-unable-to-correct-INNACURATE-...

[Summer2024]

Thanks for the tag @JTPets - I'm gonna tag my favorite beta specialist @Marco who would have better insight into this. 

[JTPets]

This would work