Can you refund an eGift Card?

[TG76]

Is it possible to refund to original payment method for an e-gift card eg...customer bought and e-gift card and now wants a refund due to reasons too long to explain. I processed it through the transactions on the 21st feb and its sitting as pending still on the 28th feb and they are saying they still havnt received it.. Is it still pending because its not possible to do?? Should i just get their bank details and do a refund that way? TIA

[Laurie_ · Accepted solution]

Hi @TG76,

Thanks for reaching out with your question!

There are two key points I'd like to address here. First, regarding the refund timeline: whether you're refunding an eGift Card or any other transaction, the same refund process applies. In total, it can take up to 4–14 business days for your customer to receive their refund. This includes up to 2-7 business days for Square to process the request, followed by an additional 2-7 business days for the cardholder's bank to complete the transaction. Please note that the bank's processing speed can vary, so the exact timing may differ.

If the refund is still pending beyond the 14 business day timeframe, we recommend reaching out to our Support Team immediately for assistance in investigating the refund request. We strongly advise against initiating a transfer of funds outside of Square while the refund is pending, as doing so could result in your customer receiving two refunded amounts.

To clarify, refunding an eGift Card follows the same process as any other refund. Just be sure to issue the refund within 1 year of the original payment. Additionally, you will need to manually clear the eGift Card balance, as this does not happen automatically when a refund is issued. You can find the steps for clearing the eGift Card balance here.

I hope this is helpful! Should anything else come up, please don't hesitate to reach out to us. 🙂