sync production fees

[jayj1]

Hi. I am reaching out to ask to refund square sync production fees
associated with 2 Online orders, where the customer asked for delivery, and
square assigned the delivery to NASH. However since the 2 mentioned orders
were large orders, we decided to send with an in-house driver. We called
Nash and cancelled the delivery requests.
Online orders 1555732980 ($63.60)
online order 325 83515 ($108.60)

I sent an e-mail to support, Got a case number, 10 days passed , no reply.

I called The support, spent 2 hours , got bumped from 1 team member to the other, No one knows what i am talking about, Useless.

Did anyone experience this and has a quick way to resolve?

[tranguyen]

I'm sorry you have yet to hear back from our team @jayj1.

Happy to help here, but I just want to clarify: To confirm, the orders were cancelled before courier was assigned/dispatched, is that correct? When you call Nash to cancel, did you also request for a refund on delivery fee? 

Usually, the standard process is Nash would need to be contact for refund requests. If they approve the refunds, then the money is sent back to Square and generally credited to your Square account within 31 days. 

In this case, I can definitely see if we can make an exception for a one-time courtesy credit. For me to do so, I'd need some information relating to the payment itself and not the order. I'll send you a DM to get these info, so please keep an eye out. 

[jayj1]

Thank you Tranguyen.

Both orders were cancelled with Nash. Called Nash they said they don't get paid till after the delivery is Done. So they don't have a refund.

Replied to your DM with Details.

Thanks for the help

[tranguyen]

Just want to confirm I have received the information, @jayj1! 

I'll look into this now and escalate it to the appropriate team for them to review the refund request. At this stage right now, I cannot confirm or guarantee anything yet, but I'll do my best!

[jayj1]

Thank you for the help