Refund not going to gift card, but going back to customers card

[alexandriak]

There have been 2 instances now where we've had a customer wanting to make a return/exchange. In both instances we followed the steps on screen to issue a refund to a gift card. We select the gift card option, swipe the gift card, good to go. 

However in both of these recent instances the refund has gone instead back to the customers credit card, instead of the gift card. 

With Square's new policy about not refunding fees for refunds, how can I make sure this issue doesn't keep happening?

[Ria]

Hi @alexandriak - Thanks for posing this question in The Seller Community.

Great Question.

I'm happy to dive into this matter with our engineers to see why this is occurring. 

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[Ria]

Hi again @alexandriak - i wanted to be sure to follow up about this matter.

After doing some research this appears to need some further attention from our engineers for it may be an account specific issue.

At your earliest conveniinve please reach out to our support here to have a ticket filed for this issue.

We look forward to speaking with you to get this matter resolved.  

[alexandriak]

submitting now!

[Ria]

Awesome!