I had a customer return an item and the refund never processed into her account but came out of mine

[bedazzledwigs11]

i lost a court case with a customer over a refund that was never posted to her account.  The judge said it was my responsiblity to run a tracking on the process and square said it was the customer needed to dispute.  I received no assistance from the square in fact they said for them to research i would need to go to their legal department.  Has anyone had a problem like this?

i am a small business and if square is my payment processor they should be able to say where the money went, but cannot.  My customer brought in her bank statements for the past 7 months and the refund NEVER showed on her account but was taken out of my account within 48 hours of the refund!

[lennys26]

Reading through Square‘s own terms of service, while the customer should approach their own credit card company/bank first, Square does have some responsibility to provide some proof that the refund was issued. And further, they do clearly state in their terms and FAQ to contact them if the customer has no luck with their own credit card provider/bank. 

https://squareup.com/help/us/en/article/6116-process-refunds

and

https://squareup.com/us/en/legal/general/payment

With that said, if Square has not helped you yet, I would not put too much faith in them helping you going forward. sadly, I’m not sure this leaves you in any better position. If it is important enough, you could try the legal department as they suggested, however, ultimately, this seems to be a normal every day business issue and not one for legal.