Why has exchange disappeared?

[jettys]

I recently noticed an issue while attempting to process an exchange, and I'm unsure how long it has been occurring. I'm speculating it may be related to the recent update (6.80). Is anyone else facing this problem?

Currently, we no longer have the option to exchange transactions made through Interac; we can only do so for credit and cash transactions. When viewing a sale completed via Interac, the section that typically says "Return or Exchange" now displays "Issue refund."

I need clarification on whether this change was intentional by Square, as I haven't received any assistance from Square support on this matter. This situation will lead to additional fees for us, as we now have to fully refund a transaction and then process another payment just to facilitate a simple exchange of an item variation so we can keep inventory accurate.

[Ellie_]

Hi there, @jettys,

We appreciate you reaching out to us about this, and want to see how we can help! Is this still occurring on your account? Did you only notice that after the device update?

[jettys]

Yes, and yes — the issue is still occurring, and was noticed after the update.

Although this is only happening on our Square Register, we also have an iPad running Square for Retail, and we can successfully process exchanges on that device for all payment types.