A patient cancelled outside your notice window, you agreed to give the money back, and the card payment is already in. You open their Billing page, find the payment, choose Refund, say why, and Goji asks Square to return the money. The reason is required, so every refund has a paper trail.
How a refund works
A Refund button appears on any card payment taken through Square, in the payments list on the patient’s Billing page. The amount starts filled in with whatever hasn’t been refunded yet, and you can lower it to refund part of the payment. You can come back and refund more later, up to the original amount.
- The reason is required and can be up to 192 characters.
- A refund can’t exceed what is still unrefunded, and can’t pay out money that has since been applied to another invoice as account credit.
- Refunds on payments for a package aren’t available yet; Goji says so instead of attempting them.
- Retrying after a timeout reuses the same request, so a double click doesn’t refund twice.
What you see afterwards
The payment shows Refunded or Refund pending with the amount, and the invoice’s paid total drops once Square completes the refund. A pending refund can take several hours. The payment’s receipt PDF gets a Refunded line, a net paid figure and a Refund history table that includes your reason, so write it knowing the patient can download it. A refund started in Square’s own dashboard is picked up and recorded too, using Square’s reason.
A refund is a choice you make. When a bank pulls money back instead, see Disputes.