Refund

[Brow-A-Holic]

I have refunded a customer over 5 days ago they have not yet received the refund and are becoming quite nasty about it.  How long does it usually take?

[Ellie_]

Hi there, @Brow-A-Holic,

That is a great question, and we appreciate you reaching out about this! Refunds typically take between 5–10 business days to appear on the customer’s account, depending on their bank or card issuer. While the refund was processed on our end over five days ago, it’s possible that it’s still in transit through their financial institution. If it has been more than 10 business days since the refund was issued, I recommend asking the customer to check with their bank directly, as they may be able to provide more insight. If you have any other questions about this, please feel. free to reach back out!

[Sam_400º]

Hey @Brow-A-Holic - just from my own experience, if there's enough still in your Square then it happens a lot faster. If Square has to take the money from your account before then sending it on then it takes longer (you'll see the debit from your account as the first action). 

If they're worried (I get they can be pretty crappy about it as if you're doing something to them on purpose) then you can re-issue the refund receipt from your online dash (in the transaction menu) just to measure them. 

Other than that, all I can say is keep doing good work and try not to let it get to you if they're less than understanding. 

[doc_choc]

They can sometimes take longer, and may seem like and age especially when you have a disgruntled customer. I'm sure you will have, but definitely go back and explain to the customer the time frame, that you are monitoring your side and perhaps you follow up with them after the time to make sure all is good. Just keep the communication going with the customer, its the 'being in the dark' that customers don't like but if they know you are on it they should in theory be better and more tolerant. (fingers crossed 😬)