Customise your refund and return policy from the Receipt settings in your online Square Dashboard. Your policy appears on email, text, and printed receipts. If a return policy is absent, it’s assumed there’s no policy. Be sure to clearly state if you don’t offer refunds or warranties.
Note: All major card companies allow cardholders to chargeback purchases if a customer can demonstrate that they didn’t receive the purchased product or service. Learn how to protect yourself against chargebacks.
Customers will not receive a notification regarding their card, cash, cheque or other tender refund unless you issue a proof of the refund. You can issue a refunded payment receipt from the Transactions tab of your online Square Dashboard or Square POS app. This receipt will contain refund details including the refund amount, refund reason, and date and time of refund.
Customers can also check their card statement to see if the refund has processed. Refunds from Square will show on a statement as SQ*, followed by the Square seller’s name or business name, and business type.
You will not receive email notifications for Cash or Other Tender refunds, as these complete automatically. For card refunds, you will receive an email notification once a refund is requested as well as when the refund completes.
If a new card was activated with the same card issuer, the refund is usually credited to the new payment card.
If the account was closed recently (last two months), the refund may post and the card-issuer usually contacts the buyer directly to notify them of any next steps.
If the account has been closed for some time, the credit will fail. In this case, we’ll notify you, the Square seller, of the failure and you’ll need to refund the customer outside of Square via another method.
Next Steps: Have your customer reach out to their card issuing bank to locate the refund. If they’re unable to find their refund credit after talking with their bank, contact Square Support.