Refund failed

[Springwood1]

Hope you can help. I sold an item on 15/5/25 and the customer changed their mind so I processed a refund later same day. On 16/5/25, I had confirmation that square was going to withdraw the cost of the fee from my bank (78p). This morning I had an email saying the refund failed. So I’ve had to reimburse the customer today by direct BACs. The transaction in square says the money from the sale (less the fee) was transferred to me, but I never received it. And the fee of 78p wasn’t drawn from my bank. There are plenty of funds in my bank - so why did the refund fail? And now I’m out of pocket as I never received the money from the transaction anyway and have still had to pay the customer. Any clues?

[Summer2024 · Accepted solution]

Hi, @Springwood1 ! I'm sorry for the inconvenience this has caused. But, I think I have some good news. 😁

It looks like the funds should have transferred to your bank account on 5/21/25 at 9:30am CDT (I am in the states, so not sure what time that is for you) 

Can you take a look and see if this was deposited into your linked bank account? 

I'm not sure why the refund failed. Sometimes it has to do with the customer's card. it doesn't look like it was anything on your Square account that would have kept the refund from failing. 

I'll be on the lookout for your reply. 

[Springwood1]

Hi, thank you for your quick reply. Yes - it came through yesterday evening so I’m all balanced up again now. Thank you for your help. Anne-Marie 🙂

[Summer2024]

@Springwood1 YAY! I am so glad to hear this 😁 Glad this has been resolved. Feel free to come to the Community any time you need assistance!