When a refund is requested/processed, does an email also go out to the customer to confirm?

[VilO]

When a refund is requested/processed, does an email also go out to the customer to confirm the refund amount?

[Joe]

Hi there, @VilO 👋 Thanks for reaching out here! Welcome to the Seller Community. Happy to have you join us.

An email notification goes out to your customer when a refund is initially requested (when you initiate it from your POS or Dashboard). The customer will not, however, receive another confirmation when the refund is fully processed due to the specific timeline being up to their card-issuing bank.

More on refunds overviews and timelines can be found here.

Let me know if that answers your question! We are here to help.

[VilO]

Thank you for the information. My customer stated that she did not receive and email regarding the refund but another email that confirmed her original payment, as if that had been resent to her. Since my post, now I’ve received an email stating that the refund has been issued , but. It the first amount requested (ie: rather than $70, the refund amount is $67.97). Has my costumer inadvertently paid the fee for the refund? That doesn’t seem fair to me. 

[Joe]

Hi there again, @VilO - thanks for the prompt reply!

The email correspondence that your customer received detailing the original payment sounds like a generic digital receipt. I am glad that she also received the confirmation that a refund had been initiated.

in regards to fees surrounding refunds, Square does not take any fees whatsoever for issuing refunds. Any refund issued to the customer will include all processing fees originally charged for that amount and send them back to the customer. More on this here. 

[VilO]

My apologies. I must’ve misrepresented what occurred. My customer never received an email regarding the refund directly from Square. I had to take a screenshot of the email sent to me and forward it to her showing that the reference was requested. The actual email she received confirmed the original payment. I did however receive an email from Square showing the amount that was refunded (not the total amount- $67.97 rather than the total $70). 

[Joe]

Oh, I see! Thanks again for clarifying that, @VilO! I think I am on the same page now.

Due to working with so many different email providers, we do see outlier situations in which a particular email is bounced to a customers spam filter or even marked as undelivered, but it is difficult for us to diagnose without continual instances that we can send over to engineers. Would you mind keeping an eye on this for us? If this continues to occur, please reach back out and we will engage with some next steps. Feel free to tag me directly! I want to make sure this gets solved for you.

[Æarth]

Why do I have so many refunds I never consented