Process a Return or Exchange With Square for Retail

With Square for Retail, you will have the option to either process a refund or an exchange through the app on an itemised basis – and if your customer finds something they would like instead, you can process the difference on the spot. Exchanges are available with Square for Retail Free and Square for Retail Plus plans.

Returns and Exchanges

There are a couple of ways to process a return or exchange through Square for Retail.

Processing a Return or Exchange from Transactions

1. From the Square for Retail app, tap Transactions.

2. Locate the original transaction by either swiping your customer’s card or searching for the receipt number.

3. Tap Return or Exchange.

4. Select item(s) to restock or Skip this step > tap Next.

5. You can either issue a refund or search your item library to add additional items to the basket. The basket amount will automatically adjust, calculating the difference between the original and replacement items.

Basket Total: Depending on the price of the replacement item, the basket total will either be positive, negative or even.

• If the replacement item is less than the returned item, you can issue a refund to your customer’s card for the difference.

• If the new item is more, collect payment with any of the standard payment methods.

• If the replacement item is the same price as the returned item, tap Even Exchange to close out the transaction.

Note: When you issue a refund for an item sold as a decimal quantity, you will need to refund the entire item.

Processing a Return or Exchange from Customers

1. Tap Customers quick tile.

2. Find your customer by searching for their name.

3. Scroll down to Activity > tap the transaction to bring up the details page.

4. Select Return or Exchange.

5. Select item(s) to restock or Skip this step > tap Next.

6. Tap Refund or add additional items > update your basket and proceed through the checkout flow.

Processing a Cross Location Return

With Square for Retail, you can process a return for items sold at any of the business locations associated with your Square account. To get started:

1. From the Square for Retail app, tap Transactions.

2. Tap the toggle icon in the left-hand corner of the screen to select the location in which the transaction was originally made.

3. Locate the original transaction by either swiping your customer’s card or searching for the receipt number.

4. Tap Issue refund.

5. Select item(s) to restock or Skip this step > tap Next.

6. Confirm the refund type and Reason For Refund > tap Refund > Done.

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.

1. From the Retail app, tap Transactions.

2. Search the receipt number or full payment card number to find the transaction.

3. Tap the transaction you wish to refund.

4. Select item(s) to refund > tap Return or Exchange.

5. Select item(s) to restock or Skip Restock.

6. Tap Add Gift Card or Swipe, then swipe or enter the gift card number.

7. Tap Refund.

1. From the Retail app, tap Transactions.

2. Search the receipt number or full payment card number to find the transaction.

Check Gift Card Balance to Verify

Confirm the balance of your customer’s gift card once you issue a store credit:

1. On the home screen, tap Actions.

2. Tap Check Gift Card Value.

3. Swipe or enter the gift card number manually.

Issue a Return From your Dashboard

To refund a payment online:

1. Log in to Reporting > Transactions tab in your [online Square Dashboard}(https://squareup.com/dashboard/sales/transactions).

2. Click on the payment you’d like to refund, then click Issue Refund.

3. Enter the amount you’d like to refund and the reason you’re refunding the payment, then click Issue Refund.

Your customer’s refund credit is initially drawn from your Square balance. If you don’t have a balance available in your Square account to cover the refund, we will debit the remaining amount from your linked bank account.

Returns and Exchanges Reporting

Your online Square Dashboard offers reporting tools to help you keep track of your sales, returns and item exchanges. There are three types of exchanges:

Retail POS App Basket: Positive Value: If the new item is more, you can collect payment with any of the standard payment methods.

Example:

• Your customer purchases a bar of artisan soap for €10 with a 1% sales tax.

• They like the soap, but they’re allergic to one of the ingredients and exchange it for a €40 shampoo set (also with a 1% sales tax).

Your online Square Dashboard reporting will reflect the following figures:

Retail POS App Basket: Even Exchange: If the replacement item is the same cost as the original item, simply issue an even exchange.

Retail POS App Basket: Negative Value: If the replacement item is less than the returned item, you can issue a refund to your customer’s card for the difference.

• Your customer originally purchased a €50 tote bag with a 1% sales tax.

• They decided they have too many tote bags and want to just pick up some artisan soap for €10 with a 1% sales tax.

Your online Square Dashboard reporting will reflect the following figures:

Note: Exchanges won’t reflect on your Square Transfer Summary or on accounting software.

Learn more about selling with the Square for Retail app.