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

[DragonCards]

It looks like the partial refund feature is broken. I was attempting to issue a refund for just the shipping (the customer wanting to pick up the order instead). It is possible to select only the shipping for cancellation - however, the amount to refund remains at the full order amount. You can enter a manual amount but that requires figuring out how much tax was charged on the partial item(s) and then there is no clear assurance that the order reflects that you have refunded tax as well as item/service charges.

It seems it is not possible to do a shipping refund at all through the Android app or iPhone app.