Pending refund

[Kailen]

Just wondering as to why my customers refund is still pending. it Can be instantly taken but not refunding. Found it hard to speak to anyone that isn’t a bot and no call centre also when requesting support through email once completed it says I will receive a reply within 24 hours but then you get an automated message saying we usually reply within 1-3 business day. I will be taking my business elsewhere because the support is terrible !

[Lou8 · Accepted solution]

Thanks for posting and welcome to the Community @Kailen.

I'm sorry to hear you haven't had a positive experience with our Support Team. In additional to email support, we're also available by phone on 0800 098 8008 (9 a.m. to 5 p.m., Monday through Friday) and on social media (Instagram, Facebook or X). 

When you issue a refund, the funds are automatically debited from your bank account so Square can start processing it, which can take up to 7 business days. Once processed, we send the funds to your customer's card issuing bank and it's then up to them to post them in your customer's account. This process can take another 2-7 business days, depending on the bank’s processing speeds. So in total, a refund can take 9-14 business days to process to complete.

If your customer hasn't received their funds after this time, our team might be able to provide a tracking number that they can share with their bank. You'll have to call us directly to obtain this information though.

We also have a couple of helpful resources on our Support Centre:

• Refund Overview
  
• Refunds FAQs
  
• Manage customer refunds
  

I hope this helps, but let me know if you have any other questions.