Unlinked Refunds only for Retail Plus?

[JacksSanFran]

I've been trying to set up unlinked refunds and just found out from support that it is only for Retail Plus, I only have Retail Free.  However when I go the the various points of documentation about the feature it states.

• Process an unlinked refund. Available with a Square for Retail Free, Plus, or Premium subscription or Square Plus or Premium subscription.

If the documentation is correct it should be available to me.  Am I missing something?

[JJ_]

Hey there @JacksSanFran, I would like to provide clarity that Unlinked Refunds are available on Retail Free.

Are you getting any errors or messages when attempting to perform an unlinked refund? 

[JacksSanFran]

I just heard back from Square support that the documentation is incorrect and the feature is only for Retail Plus. They apologized and are escalating the issue to correct all of the documentation.  Wish I would have known it before wasting countless hours trying to figure out how to use it. 

[JacksSanFran]

The feature doesn't even show in my transaction list as a choice.  I've now had 4 different support personnel reiterate to me that it is not available on Free and their documentation is incorrect. The only option I've been given is to upgrade to Plus. 

[JacksSanFran]

This was my latest message back from support

"Hello,

I apologize for the misleading verbiage. This issue and the article has been escalated internally so that it can be corrected. As previously stated, the Retail Plus subscription is needed to process unlinked refunds. I apologize and I have credited your account with a free processing credit for any inconvenience that this may have caused.

Square Customer Support"