Duplicated transactions during square outage.

[helppleasesquar]

During Square outage on Thursday, 8/17. I was trying to process a transaction. The transaction failed to go through and I could not see it posted to my square account so I tried to run it a second time.  All along not realizing that the square system was partially down.  Once the system came back up, I was able to see that the square system charged my customer's card 2 times.  I issued a refund to the customer's card for the second transaction.  All of this being squares fault.  Now I am gifted by square with 2 transaction fee charges since square does not refund fees when a refund is issued to a customer.  How can I resolve this and get the fees for the duplicate transaction refunded?

[Donnie-M]

@helppleasesquar The best bet is to contact square support and explain the situation and see what they can do.  I am not sure how they handle something like this.  I would log into your online dashboard and then go to support:

https://squareup.com/help/us/en/contact