Undelivered Order Issues via Nash and Square

[emrahulcay]

The title of this thread has been edited by a Square Moderator from the original: Undelivered Order via Nash – Refund Promised but Never Received (Delivery ID: 2000188)

Hello everyone,

I’d like to share my ongoing issue with Square Delivery (powered by Nash) so other restaurant owners are aware, as I’ve now learned that many sellers have faced very similar problems.

In August 2025, I received a delivery order through Square Online, managed by Nash. The order was marked as delivered, but the customer never received it. The only proof of delivery was a photo taken in a random parking lot, while the official delivery address clearly shows a building location.

After contacting Nash Support, I was told a refund would be issued within two weeks, and that I should monitor the case. I also spoke with Square Support, who confirmed that Nash was responsible for processing the refund. Unfortunately, months passed — no refund, no updates, no communication.

To protect my customer relationship, I personally refunded the order, resulting in a $170 loss for my restaurant. Recently, after sending a formal written notice, Nash replied that the initial refund request had been denied by the delivery provider, and that they are now escalating the matter internally.

This response is concerning. I was never informed that the original request had been denied months ago. Even worse, I have now heard from several other restaurant owners in forums that this issue is very common — and that Nash rarely reimburses the full product value, even when all proof and evidence are valid.
They typically only refund the delivery fee, not the cost of the goods, leaving small businesses like mine to absorb the loss.

This situation is deeply unfair to business owners. The delivery drivers know that even if they leave the order in the wrong place or never deliver it, Nash will not deduct the cost from them.
As a result, bad-faith drivers take advantage of this loophole — they can simply drop the food anywhere, take a photo, and walk away knowing they won’t be held responsible.

That means small restaurants lose their product, their customer, and their money, all at once.

I strongly believe Nash and Square must review this system and provide stronger protection for merchants. Businesses should not be penalized for a driver’s carelessness or dishonesty.

Thank you for reading, and I hope this post helps others who may be facing the same issue.

[Sammie_C]

Hi @emrahulcay, I am sorry to hear about your negative experience.

I definitely understand your concern on this. Unfortunately when it comes to issues directly related to third-parties, such as Nash, we have limited abilities on the Square side.

While we cannot provide much assistance directly on this topic, we take our Sellers concerns seriously and can definitely take your experience over to our feedback teams for you. I know you may have already done so, but I would recommend reaching out to Nash's customer support as well and let them know of your situation, as they may be able to actually take actions on their side.

I really do appreciate you taking the time to post here, and if there are any other Sellers who have had similar experiences, they are welcome to add their experiences as well.

In the meantime, feel free to send over any questions or concerns you may have and I will see how I can help.

Also, just to let you know I moved this post from our Online Store board to the Orders, Menu Items, and Fulfillment board. Just to keep everything organized.