I issued a partial refund, but I have noticed that they gave the full refund back.

[-Kimberly54-]

I issued a partial refund. I have noticed they refunded the full amount. How do I go about fixing this problem?

[Donnie-M]

@-Kimberly54- I haven't seen this happen before, Most of the time once you issue a refund there is no way to change the transaction.  You can go into your transactions and I would reprint the receipts and see what those say.  If the refund receipt shows the full amount, then it is probably a situation you can't do anything. This is just conjecture also without knowing more details about the specific transaction i.e.  in person/online, multiple items, etc.

[Summer2024 · Accepted solution]

Hi @-Kimberly54- ! Thanks @Donnie-M for providing some insight here. 

I am going to provide some troubleshooting/solutions for this issue and some best practices moving forward. Let me know if you have any questions! 

Immediate Steps to Take

1. Document the Transactions

   • Note the original payment amount
   • Record the intended partial refund amount
   • Document the actual (full) refund processed
   • Save all transaction IDs and receipts

2. Check Transaction History

   • Go to your Square Dashboard
   • Navigate to Transactions
   • Find the specific payment/refund
   • Take screenshots for your records

Resolution Options

1. If the Refund is Still Processing

   • Contact Square Support immediately at 1-855-700-6000
   • They may be able to cancel the refund

2. If the Refund is Complete

   • You'll need to process a new payment for the difference
   • Contact the customer to explain the situation
   • Request a new payment for the amount that shouldn't have been refunded

Best Practices Moving Forward

• Always double-check refund amounts before processing
• Consider using the itemized refund feature
• Keep detailed notes about partial refund reasons