Customer says refunded $ never entered her account...

[SandprintsPhoto]

My customer says her refund from 30th October 2021 is not visible in her account. On my end, it shows as having left my account. Who can she talk to about this at square?

[ryanwanner]

Specific financial questions can't really be answered in a public forum, @SandprintsPhoto , it would be best to call into customer support. But I have a thought (and it's probably the answer that support would give you anyways)

If you see that the refund is complete on your account--which you can double check the transaction for that day: it'll have a yellow left pointing arrow on it denoting a refund--then there really isn't anything Square can do for you. The money left your account and Square's hands and made its way to the bank. Your customer's best bet is to contact their bank and see where those funds ended up. Perhaps her initial card expired between then and now? Is your customer looking at the right account (I've had that one happen to me before...)?

If that answer isn't satisfactory to the customer, then I'd definitely recommend calling into support. They have tools available that can dig into the refund more than we can here.

Hope this helps!