Delivery fees not credited after refund

[MagoosTX]

Did a test order to verify some of the auto confirm text messages for delivery and noticed that the delivery fees are not credited after an order is cancelled. Is this normal policy? Using our in house delivery that is charged the 50 cents per order. Could not find any information anywhere and was under the impression that all fees were refunded and credited like usual. Only info I was able to find was referring to 3rd party delivery but none for in house.

According to the info provided at

https://squareup.com/help/us/en/article/5615-refunds-faqs#

Do I have to pay a fee for issuing refunds?

No. When you refund, your customer is refunded their full payment amount, and you’re refunded any processing fees.

[sayra]

Hey @MagoosTX, 

Sorry for the confusion with refunds. You are correct and as mentioned in the Refunds FAQ, all refunds you make are refunded in full, including processing fees. You can also take a look at this Sales Summary Report in your square Online Dashboard that has a Return field > under Sales where you can see the dollar amount that was returned to your account. For more specifics, we recommend giving us a call to walk you through your most recent refunds. 

Hope this helps. Have a good day! 

[MagoosTX]

Thanks for the reply however, that is not an accurate reflection of the experience we encountered nor did it acknowledge our original problem mentioned in the original post.

Yes, the processing fee was credited back.

No, the 50 cent delivery fee (from in house square) was not credited.

Spent over 2 hours chatting with multiple reps and no one could confirm anything at all. Transferred between 5 different people and no one knew anything.

Just going to assume that the in house delivery is a non refundable fee even if a customer cancels their order despite the FAQ stating otherwise. I feel like this is very confusing and misleading and should be corrected to avoid confusion in the future.