Unlinked Refunds option does not show in Transactions

[Hcwe]

We are using Square For Retail on Square Terminals. 

We're trying to enable Unlinked Refunds as Square's Help article instructs at this link: https://squareup.com/help/us/en/article/6350-process-a-return-or-exchange-with-square-for-retail (just over halfway down the page).

We've enabled Unlinked Refunds in the Team Permissions, as instructed, but the option doesn't show when pulling up the list of Transactions on Square Terminal. 

I've contacted my sales rep, and the online tech support, as well as directly talking on the phone, with no joy. (Twice, the phone help was difficult to the point of impossible, because of the tech support's heavy accent and bad audio.)

Is this Help reference just wrong, and I should give up? I've seen the information in one other place on the Squareup system, but all the direct tech support that I've connected with has suggested that it's impossible to do an "Unlinked Refund". 

Thanks for any help! Or... please let me know if there's a way to get through to a tech support that actually knows about these this!

--

Harry

[Candlestore · Accepted solution]

@Hcwe ;

My Square for Retail app just updated over this weekend and after I press Transacations on my Ipad using the Square for Retail app I do get a button to tap for Unlinked Refunds.  This button is just under my Business name or Location name, not sure because I only have 1 location and they are the same in Square.  

Make sure :

1. You are using the Aqua (green) Square for Retail Icon when signing into your Square account
2. The App and Your Device is Upto Date
3. Look in the Top Left of the Transactions Screen for the Unlink Refund button.

[Candlestore · Accepted solution]

@Hcwe ;

My Square for Retail app just updated over this weekend and after I press Transacations on my Ipad using the Square for Retail app I do get a button to tap for Unlinked Refunds.  This button is just under my Business name or Location name, not sure because I only have 1 location and they are the same in Square.  

Make sure :

1. You are using the Aqua (green) Square for Retail Icon when signing into your Square account
2. The App and Your Device is Upto Date
3. Look in the Top Left of the Transactions Screen for the Unlink Refund button.

[Hcwe]

Thanks Keith I'll have to check again when I'm in the store tomorrow. 

A couple questions, that might indicate differences between us....

Are you using Square for Retail Plus? I noticed on the Beta introduction page that they specify you must be a Retail Plus subscriber to enable the function, which I'm not, because it costs $89/mo per location (2 locations).

Also, we use Square Terminal. Any idea if the app on your tablet runs the same software as the app on Terminal? 

Thanks again.

[Candlestore · Accepted solution]

@Hcwe ;

Yes I am using Square for Retail Plus, which could be the difference as you mentioned.  

[Hcwe]

Yes, that explains it. Our machines do not have that option (after the latest update). Thanks again.

[Stacysonmain]

We need it in Square for Retail since this is the POS available at our 

Physical store. 

[Candlestore]

@Stacysonmain ;

This should be in Square for Retail as that is what I am using on an Ipad. I just checked the Square POS app on my Android and after tapping Transaction I do have the ability to return funds to an unlinked refund.  Since I am subscribed to Square for Retail, are you sure you are subscribed to Square for Retail and are using the Retail not POS app?  Icon for Retail is a Teal Green color where as the Pos app is a dark Grey Icon.

Just checking this to see if this could be the issue.