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Refund to Gift Card in the Square Point of Sale App

Issuing a Refund to a Gift Card

If you’d like to issue a customer store credit, you can issue a refund to a Square Gift Card from compatible iOS and Android devices including Square Terminal or Square Register. You can refund using the Square Point of Sale, Square for Retail and Square Appointments apps. Refunds can be issued from a physical gift card by swiping or manually entering the 16 digits. eGift cards can also be used if you key in the 16 digits.

To issue a refund via Square app:

  1. Tap the three horizontal lines in the upper right corner to navigate to the menu or the down arrow at the top of Square Register.

  2. Tap Transactions from the navigation menu.

  3. Search the receipt number or full credit card number to find the transaction.

  4. Tap the transaction to refund > Issue Refund.

  5. Select item(s) to refund and choose to restock returned items > Refund.

  6. Tap Add Gift Card or Swipe, then either swipe the gift card, take a photo of the gift card QR code or barcode with your device’s camera, scan the gift card barcode with a barcode scanner or manually enter the gift card number > Refund.

Note: If scanning a gift card QR code, please ensure you enable your device’s camera. You can also scan the QR code with a compatible barcode scanner. Redeeming gift card balances via QR code or a barcode scanner is only available on iOS devices at this time.

Square Gift Cards have a $2000 load limit. You cannot refund more than $2000 to a gift card, including the existing balance on the card. Additionally, gift cards are not available for refunding split-tender transactions or on Square invoices.

To issue a refund via Square Dashboard:

  1. Visit Transactions in your online Square Dashboard.

  2. Select the payment you’d like to refund > Issue Refund.

  3. Tick the box next to Items to refund the entire sale, select the specific items you’d like to refund or tap Refund Amount to refund a specific dollar amount.

  4. Refund using the original payment method listed next to “Refund to” or refund to a Square Gift Card by selecting “Add Gift Card” and enter the gift card number.

  5. Select a reason for the refund. Reasons for a refund can be selected at the item level and for the entire sale.

  6. Click Issue Refund.

  7. When issuing an itemised refund, the amount being refunded will reflect any applicable taxes (e.g. Sales Tax) and discounts for the selected item(s).

  8. For Custom Amount transactions, you’ll have the option to refund any dollar amount up to the total amount of the sale.

Refunds processed through Square on a mobile device must be requested and completed within 120 days of the original transaction. Payments refunded via your online Square Dashboard can be refunded within one year of the original transaction date. Once this window has passed, you must issue refunds outside of Square.

Reporting

Refunds made to gift cards will be recorded in the Sales Summary Report on the Square Dashboard. The total collected will be refunded to the gift card, and fees will not be removed from the net total. You can see the amount refunded to gift cards under the “gift card” section in Total Collected section of the Sales Summary Report.

Note: Any paid tips will not be returned to the gift card.

Currently, refunds show up in the Transfer report on the Dashboard and in the Square POS app. Since refunding to gift cards does not move money between you and your customer, any refund made to gift cards will not show up on the report.

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