Refunds from prior day happening, but no one is refunding

[JHBergman]

We have about 50 transactions from a prior day that all just got refunded for no apparent reason.

When I look at the details it says "accidental charge", but these are all valid sales that are refunding.  

Anyone seen this before?  I cant afford to lose basically a full days sales like this.

[Rafealleo]

Hello there @JHBergman 

I KNOW IT MUST BE FRUSTRATED FOR YOU TO FACE THIS ISSUES BUT WORRY NO MORE; 

HERE ARE CAUSES AND SOLUTIONS TO IT:

1. Check your dashboard activity log

Go to transactions - Activity - All activity and filter by "REFUNDS". 

. See if a user, device or API triggered them

. Check if square shows an automated refund batch 

2. Review connected Apps/ integration 

If you use square API, third party apps, or POS integrations, one might have sent an automatic refund command. 

. Visit Account and settings - apps- My apps

. Temporarily disable integrations to prevent repeats 

3. Check for account flags or security holds 

Sometimes square automatically reverses charges aroed as "accidental" if their system detect duplicate or flagged transactions. 

. Review Account Notifications or email alerts from square around the same time 

4. Contact square support immediately 

. Provide a a few transactions IDs and timestamps 

. Ask if these refunds were triggered by square automated systems or an API event 

. Support can confirm the source and help investigate possible recovery. 

PREVENT IT FROM HAPPENING ❌❌

1. Review your team permissions (Dashboard - staff - permission) 

2. Setup email alerts for refunds

3. Disable or monitor any apps with refund permissions 

4. Backup transactions log regularly 

If it helps, you can also DM me for more assistance and I will help to check it if anything looks off

RAFEAL

Community expert, square

(Sign in and click MARK AS BEST SOLUTION)

[JHBergman]

Great information!  Thank you.

Is there a way to block access to the system by device (phone) name?  This looks like this was malicious activity.

Do you know if it is possible to undo a refund?

[Rafealleo]

1. Blocking access by device (phone/tablet) name

Unfortunately, square doesn't currently allow you to block access by specific device name or ID directly. However, you can still secure your account and stop a malicious device in these waysA:

✅What you can do

. Go to your square dashboard - account&settings - security 

. Choose sign out of all devices 

. This will log out every phone/ tablet that has been signed in

2. Change your password + enable 2 step verification 

. Change your password right after signing out all devices 

. Turn on 2 step verification so even if someone has your login, they won't sign in

3. Check device access history

. Go to settings - devices in your dashboard 

. Look for any unknown device name

. You can deactivate or unlink suspicious devices there 

4. If you have multiple staff accounts 

. Go to team - permissions and remove refund or account access for untrusted users 

. Each staff account should have limited access, not full permission. 

2. UNDOING OR REVERSING A REFUND

Unfortunately, square refunds are final once processed, they cannot be undone or recalled

✅What you can do instead:

1. Contact square support immediately 

. Provide the affected transactions IDs and refund timestamps 

. Ask if they can confirm the refund source (e.g staff, device or system triggered )

. In very rare cases (like a confirmed system error or fraud), square may help you file a recovery or fraud report.

. Square support contact page 

2. If it was internal fraud or API misuse:

. Report it as unauthorised access - Square's fraud team can investigate and may assist in reclaiming funds from the attacker's connected account. 

3. Prevent future refunds: 

. Turn off refund permissions for all but one trusted admin account

. Require manager approval or PIN for all refund action on your POS app 

⚠️ QUICK RECOVERY CHECKLIST

✅Sign out all devices

✅Change password 

✅Enable 2FA 

✅Check device list and activity

✅Contact support with transaction IDs 

✅Review staff permissions 

If it helps, you can also DM me for more assistance and I will be glad to help you.

RAFAEL

Community expert, square

(Sign in and click on MARK AS BEST SOLUTION).