Credit Card Order Requires a Refund

[WmBros]

HI,

in reference to Credit Card only, not PayPal, I need to know what the exact procedure is to:

a) customer cancels entire order, needs a refund

b) customer or store makes change to order, and needs a partial refund

I just signed up with the Square option to start taking cards, but I don't like open questions in my process. I probably should have held off until I got these answers.

I assume I will not have access to the customer's card number in a transaction done online via Square-correct?. 

If Weebly or Square can provide the acutal process in steps, it would be very helpful. 

My current assumptions are:

-If a customer can cancel from the web site before I mark shipped, it all automatically refunds without my input.

-If I have shipped, and need a return first, then I assume the customer can't cancel per website, needs to email me, and I may need to request the card number from the customer to perform a manual refund on a terminal. 

-If a customer/my store makes a change that creates a Credit, then I assume I need to request the customer's card number and perform a manual refund on a terminal. 

If different from what I am guessing, please let us know. I need to write an accurate policy statement on this, and Square wants our Cancellation Policy, which is going to be rooted in how the process works for a credit card. 

Daniel

[Bernadette3]

Hey @WmBros, These are great questions. Let me follow up with the team to make sure we get you the most accurate answer.

[WmBros]

Thank you for the support. Keep in mind also, these answers will have impact on Refund and Return Policies that I need to make for the site as well. 

Daniel

[Bernadette3]

My apologies @WmBros I forgot to bookmark this and had to find the thread again!

The customer is not able to cancel an order through your site. They will need to reach out to you to request a refund. If this happens you can check the box next to the order and you will see the Cancel Order option.

You can submit a partial refund once an order is marked shipped or completed. Click on the order, then Refund. If there are multiple items in the order you will be able to mark what is to be refunded. 

You wouldn't have access to the complete card number, but can you provide an example of when you would need to issue a credit? 

Square deposits funds within 2-3 days so you could wait until the funds are in your account before shipping the order out. I believe this would be consider processing time for an order. 

Also here is a guide about managing orders: https://hc.weebly.com/hc/en-us/articles/227064787-About-Managing-Orders

Have you had a chance to log into your Square dashboard to make sure your bank account is linked?