Exchanges in Retail Plus

[martyn]

Hi,

When processing an exchange of same priced goods with a net zero cash increase or decrease - this shows up on my sales summary as 'Refunds' even though it wasn't a refund. 

This refund value is then deducted from my gross sales by Square to show my net sales.

Square then transfers money to me the next day based on my Net Sales minus cash and minus fees.

Therefore, if my exchanges amounted to, say £100, then the amount Square sends me the next day is down by £100.

Where does this money go, and how do i get it back from square? 

[Breffni]

Hi @martyn, thanks for your post and welcome to the Seller Community. 

Sorry to hear there seems to be some confusion with the refunds and exchanges on Retail Plus. 

When you issue an exchange with Square for Retail Plus, your sales summary on your Dashboard will have a separate row just for exchanges. There are three types of exchanges:

Positive: If the new item is more, collect payment with any of the standard payment methods. Your net sales value will increase by the amount received from your customer.

Even: If the replacement item is the same cost as the original item, your net sales value will be unaffected by the issued exchange.

Negative: If the replacement item is less than the returned item, you can issue a refund to your customer’s card for the difference. Your net value for the exchange will be negative since you’re returning funds back to your customer. 

You can take a look at this process in more detail here at the bottle of the article. 

It would be good to rule that these transactions are not being accidentally refunded rather than exchanged on the system, once you issue the exchange, your stock will automatically update, so if you could double-check your stock levels for these cases it would be good just so that we can be sure. 

When issuing an exchange, you need to first find the transaction in question and select Return or Exchange and then add additional items to the basket. The basket amount will automatically adjust, calculating the difference between the original and replacement items.

It would look like this: 

You should not be seeing a refund button like this: 

We'll just need to rule this out before we dig any deeper here, so please let me know what you find! Thanks. 

[martyn]

Hi Alegra, thanks for coming to my help!

I can confirm we are not seeing a refund button like that.

We are using the 'Refund or Exchange' as per your guidance above and we select a like-for-like item to exchange it for (with the same monetary value), it then shows up as Cash £0.00, yet after the 'Even' exchange the cost of the item is then being deducted from our Gross Sales resulting in a reduced Net Sales figure with the knock on effect that Square then transfers us less money than we are due.

Your help is much appreciated, i hope you can bottom it out 🤞

[Breffni]

That definitely sounds off @martyn. 

The quickest way to look into this would be to contact our support team directly on the phone, unfortunately, I don't have access to your account and transactions here. 

We'd need to track the exchange and then take a look at the reports. When you can, please call our team on 0800 098 8008 (Mon-Fri 9am-5pm), so we can figure this out as soon as possible. 

[martyn]

Thank you, i have already done this through my Square business support manager and he's got the engineers looking into it. 

[martyn]

I'm just surprised no one else has flagged this as an issue or knows about it?!