Once you’ve set up your Square Feedback, you can use these best practices to actively engage with your customers.

Feedback with Customer Engagement

All merchants can collect and respond to feedback for free.

Tips for Replying to Feedback

We recommend that you respond to both positive and negative feedback from your customers. Both help you better understand how to improve your customer experience.

  • Let customers know you value their business and appreciate their feedback.
  • If a customer isn’t satisfied, you can refund their payment by typing a reply and clicking Issue a refund with your reply > enter an amount and reason > click Issue Refund.

Grow Feedback Engagement

  • Encourage Email Receipts: To maximize the Feedback your business receives, ask your customers to enter their email address to receive digital receipts.

  • Enable Email Notifications: Ensure that Customer Feedback is enabled on the Email Notifications tab of your online Square Dashboard. Select Receive an email for any feedback or Receive an email for negative feedback only.

  • Check Regularly: Be sure to check the Feedback tab in your online Square Dashboard regularly and respond to your customers.

Report a Problem with a Buyer

The purpose of Square Feedback is to give merchants and customers the opportunity to have private conversations about in-store experiences. If you receive abusive, harassing, excessive, or objectionable messages, please contact us for assistance.

Your Security and Privacy

You’ll receive an email notification when you have new, unread feedback. If you’d like to receive these notifications at another email address, visit the Email Notifications settings of your online Square Dashboard and click Manage Recipients.

If you have multiple locations, you will need to adjust this setting from your master account.

Square does not share your email address with your customers. When you respond to feedback, customers can reply directly through emails sent from Square. Learn more about our Privacy and Security Policy.