How refunds work

Updated October 2, 2026

Any paid order can be refunded from its detail sheet.

Refund an order

Open Orders and click the order.
Click Refund.
Confirm the prompt. It warns that this can't be undone from the portal.
A "refunded and cancelled" confirmation appears and the order is marked cancelled.

Paid by card through Square (online checkout or a Terminal): the money is returned to the customer's card through Square. It's a real refund, not just a status change.
Marked paid at your register (a walk-in or pay-at-counter order): there was no card charge for Square to reverse, so Refund only updates the order's record. If cash or a card changed hands at the counter, return it there yourself.
Delivery that failed to dispatch after payment: refunded automatically. There's nothing for you to click.

Square sends the refund immediately, but it can take a few business days to appear on the customer's statement, depending on their bank.

A pay-at-counter order that hasn't been paid can simply be cancelled, there's nothing to refund.

Note: A refund cancels the whole order. To make a partial adjustment, refund and place a new order, or settle the difference at the counter.

Was this article helpful?

Still need help? Contact us