client wants money back after service

[boricua21]

client wants money back after service

[HC_Charlie]

Hello @boricua21 thanks for your post, and welcome to the Square Seller Community! So, we've all faced unhappy customers as business owners. It can be very challenging to deal with some issues, particularly when you want to make sure you're offering the best in customer service.

The first thing is to review your return/refund policy that may be in force for this issue. Does your business currently have a stated or posted refund policy? It would be most beneficial to your business if you do not have one, to establish one ASAP! When you're dealing with a customer that is unhappy with their service, you can reference the refund policy for guidance. Also make sure customers know about the refund policy prior to booking or completing a service with you.

The best customer service will come from working with an established refund policy while trying to satisfy genuine issues from your customers. So if you choose to offer a refund, Square can make it easy to give your customer a refund. You can go into your dashboard on Square, find the transaction, and then select that one to offer a refund. If they paid with a credit card, the amount will refund to that card. Again, based on your refund policy, you can choose to offer a full refund, or only refund to a gift card or other method.

Please see this article about refunding through Square. Thanks again for your post, and I hope you're able to find a solution for your customer.

[boricua21]

My policy says All Sales Are Final

[HC_Charlie]

@boricua21that's great you have a stated policy, so you can reference that when talking to your customer. Although they might like to have a refund, you'll need to address this with them and tell them that your policy is that all sales are final. Just be prepared that an unsatisfied customer will often take measures to try to feel satisfaction through other means. Sometimes this can take the route of leaving negative reviews on social media or online review sites. It also means they may try to dispute the charge if their payment was made with a credit card, or file a small claims in court.

As a business owner, you have the right to create and enforce return/refund policies, but you'll also need to deal with enforcing them. Trying to make everyone happy is sometimes impossible. I wish you luck in your business.