Refund has not been given to buyer since 6-20-22

[jandjwoodables]

I issued a refund/cancellation to a customer on 6-20-22 and as of yet, they have not received the refund on their credit card statement.

The card was an Amex and has now been 14 days!

Can some please tell me what the problem is? My customer is not happy about this at all!

Thanks in advance

[timberhillwine]

Does it show as refunded on your end?  In your Square transactions is it listed as refunded.  I have notifications setup for whenever a refund is requested and issued so I get an email immediately.  Typically if it is a day we are open and have sales happening the refund gets issued instantly.  If in your Square dashboard it shows refunded then the customer may need to contact Amex.

[jandjwoodables]

@timberhillwinethanks for the response..

It does show on my end, but not on the customers statement

According to the articles, it is supposed to take up to 14 days

When your refunds are issued, how long before the customer gets their credit?

[MayaP]

Hi @jandjwoodables,

Thanks for reaching out. Happy to assist some more!

Refunds typically take 2-7 business days. In rare cases they can take longer than that, 21 days. 

If it has been longer then 21 days, and refund has been confirmed as completed. Then yes Timberhillwine is correct they will need to contact Amex and work with them. Also I would take a screenshot as well and provide it to the customer, that is good advice. 

You can have your customer provide an Acquirer Reference Number (ARN) to their card issuer. In order to obtain the ARN number you will need to contact Direct CS Support 1-855-700-6000 squ.re/contactsqsupport . Please know that most bank personnel don’t have this ability to look up this number, so it’s really important they customer talk to the right person. 

Please reach out if you need any further help! 

[timberhillwine]

If it was me I would take a screenshot of the refund on my pos or forward the email from Square that says the customer has been refunded and tell the customer to contact their Amex customer service because it seems like the issue is on Amex’s end with not having that credit on their statement yet!