Question About Refunds

[michelle1971]

When giving a refund, I can see that it was successful as I receive a confirmation number for that refund. I've read refunds are taken out of my balance first and if I don't have a balance, it comes out of my bank account. I'm confused about the refunds that come out of my balance.

1. Under Balance, it does not show these refund deductions. I can see the bank balance transaction, but none of the others. Is there a way to see transactions (credit and debit) from the Balance section?

2. In Transactions, when I click the refund, it shows the original payment and then the refund. Under the refund section, you can click a link "deducted" and when that is clicked, it shows "Transfer Pending". (For the refund that was taken out of my bank account, it lists all sorts of information.) Is it showing this message because it hasn't been refunded to the customer yet or because it's not coming out of my bank account, but rather my balance? (See below for pictures).

       

I hope this all makes sense! Thank you in advance for your assistance!

Michelle

[Candlestore · Accepted solution]

@michelle1971 ;

As I see this is your first post let me welcome you to the Square community forum.

Now as to see your refunds, Goto your Square Dashboard on a Computer > then Reports > The Payment Methods

Here is a Link that will take you right there : https://squareup.com/dashboard/sales/reports/payment-methods 

On this Screen you can see Edit View on the Right side in Blue.  If you Tap that, you will get a drop down of choices that will be displayed and one of them is Refund Amount.  Make sure that is selected and you can see your refunds there.

You can also go to your Transactions and filter All types by Refunds and then export them as a CSV to view with excel or Google sheets.  Here is a link to that :https://squareup.com/dashboard/sales/transactions 

Now that I am looking at this I have questions because I did a few refunds and now none are showing for the year.

[alexandriak]

Super helpful and it made me go check my reports. I am seeing my refunds there so maybe it's just a little glitch that will self correct on it's own for you.

[Candlestore]

@alexandriak ;

I hope your correct that it is a Glitch because I use thes Exports for my yearly reports.  But here is a link to what I am seeing and mentioned it in the Troubleshooting area:

https://www.sellercommunity.com/t5/Troubleshooting/Problems-with-Transacations-REPORTS/td-p/698373 

[alexandriak]

oh gosh I didn't export mine... I hope you get this solved quickly.

[michelle1971]

Thank you! I was able to do both that you suggested. The only thing with the export is that it doesn't show the customer name. Oh well!! 

Also, with refunds, does it include the initial transaction fee? Like is that refunded back to ME so I can give it back to the customer? Typically, I give refunds minus the initial transaction fee (based on the business policy), but does the fee balance out with refunds? 

Thanks again!

Michelle

[_Violet]

Hi @michelle1971- Thanks for reaching out to us here on the Square Seller Community👋

When you refund a payment, your customer is refunded for their full payment amount, but the processing fees for the payment are not refunded. You can find more answers to frequently asked questions about refunds here.

I hope this information is helpful but please do let me know if you have any additional questions.

[Candlestore]

@michelle1971 ;

The Square processing fee is not refunded as @_Violet mentioned, which is normal for CC processors.  This is why businesses started charging a Restocking fee to recoup this loss plus time checking for damage missing items etc.