Find answers to common questions about refunding payments with Square.
How do I refund a payment?
Learn how to issue a refund through Square.
How long after accepting a payment do I have to issue a refund?
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. Note: Payments accepted before October 2018 must be refunded within 120 days.
Once this window has passed, you must issue refunds outside of Square.
How long after accepting a payment via Square Online do I have to issue a refund?
Payments processed on Square Online are only eligible to refund within 120 days.
How long does it take for refunds to process?
Refunds can take 9 –14 business days to complete. Generally, the customers who completed the initial payment with Visa or Mastercard will see a pending transaction for the refund on their bank account around 1–3 days after the refund has been initiated. Keep in mind that the time frame to post a pending refund is ultimately up to the card-issuing bank.
Can I refund part of the original payment amount?
Yes! Learn how to process a partial or itemized refund.
Do I have to pay a fee for issuing refunds?
No. When you refund, your customer is refunded their full payment amount, and you’re refunded any processing fees.
Is there a limit on the number of refunds I can process with Square?
There isn’t a limit, but we don’t allow refunding as a way to accept security deposits or pre-authorize charges. The ability to collect security deposits and pre-authorize charges aren’t currently available through Square.
Will my customer be notified when my refund completes?
Customers will not receive a notification regarding their refund unless the refund is manually resent. If the purchase was made with Visa or Mastercard, the customer’s bank should show a pending transaction for the refunded amount within 1–3 business days of the refund process being initiated.
If the original sale was made with cash, cheque or the Other Tender option, the buyer won’t receive notification. If they need proof of the refund, they can contact you directly to send a refunded payment receipt.
Customers can also check their card statement to see if the refund has posted. Refunds from Square will show on a statement as SQ*, followed by the merchant’s name or business name, and business type.
How do I know when a refund is complete?
You will not receive email notifications for cash or Other Tender refunds, as these complete automatically. For credit card refunds, you will receive an email notification once a refund is requested as well as when the refund completes.
What happens if a refund was sent to a cancelled credit card?
A few things can happen:
If a new card was activated with the same card issuer, the refund is normally credited to the new payment card.
If the account was closed recently (last 2 months), the refund may post and the card-issuer usually reaches out directly to the buyer and 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 merchant, of the failure and you’ll need to refund the customer outside of Square through another method, such as cheque, cash or gift card.
**Next Steps: **Have your customer reach out to their card issuing bank to locate the refund. If they’re unable to find their credit after talking with their bank, contact us.