Exchange Button not Available

[julbadams]

We have the Square Retail POS system. We have needed to exchange an item and there is not an option to exchange it. We only see the option to issue refund. We have the POS Retail Plus subscription. 

Any help will be great appreciated! 

[isabelle]

Hey @julbadams! 

Thanks for posting in the Seller Community.

I know you mentioned that you have subscribed to Square for Retail, but are you using the Square for Retail app when trying to process the exchange? The exchange can only be processed while using the Retail app, not the free version or the POS version. 

To process an exchange from the Retail POS app:

1. Tap Transactions from the navigation bar.
2. Search the receipt number or full credit card number to find the transaction.
3. Tap the transaction to refund > 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 cart. The cart amount will automatically reflect the difference between the original and replacement items.

Cart Total: Depending on the price of the replacement item, the cart total will either be negative, positive, 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 new item is more, collect payment with any of the standard payment methods.
• If the replacement item is the same cost as the original item, tap Even Exchange to close out the transaction.

Note: Exchanges are not available with Square for Retail Free.

Please let me know if you have any questions about this or if this post helped resolve your issue! 

[BrandiLinville]

If we are subscribed to Square for Retail Plus and the exchange option is still not available what do we need to do?

[Kassi_]

Welcome back to the Community, @BrandiLinville - 

Make sure you're going to the Transaction first, so you can get that exchange button.

If that doesn't do the trick, please reach out to our Retail Support team directly. 

Thank you! 

[BeachKing]

Not a reply, but is there anyone from square that knows if the square pos / register will be getting the software patch to include being able to exchange items? We are paying for the register plus service and this feature is very much needed.

[Arie]

Hey @BeachKing,

Thanks for writing into the Seller Community!

While exchanges are currently only available on Square for Retail Plus, we'll be sure to share an update if it becomes available for the standard Point of Sale. At this time, this would be a feature request. 

[blacklabimaging]

We just saw the updates to Square's return policy changing and that Square will no longer be refunding credit card processing fees for refunded transactions. This was a huge factor in why we chose and continue to use Square. The lack of a key feature like being able to exchange an item on the Square POS system and being forced to do a return instead was an annoyance we could live with because it didn't cost us any money but now that we are not going to be refunded for the return is something we cannot over look.

Square must add this feature immediately to the POS system. This is a common feature available on just about all POS platforms and its absurd that it is not available on Square POS. 

Square's retailers should be Square's first concern and not its stock shareholders. Please start listening to our concerns and feature requests, some of which go back years and are never addressed. 

[_Violet]

Hi @blacklabimaging - Thanks for reaching out to us here on the Square Seller Community. I'm happy to help but will need some more detail in order to better understand what the feature is that you are requesting.

Are you wanting to be able to process a return or exchange on your Point of Sale? If so, this is currently possible with Square for Retail Plus. You can find more details on this feature here in our Support Center. If you have a question about the recent update to our refund policy, there is some additional information in a post I made here in the Community.
 

Whenever you have a moment, please reply with a little more information describing your feature request or question. I’ll be sure to follow up as soon as possible. Thanks!

[blacklabimaging]

We are using the Square Register System that seems to be lacking key features that are available on the app. We paid a lot of money for this hardware and it should have all the same features as the app, it is based on Android after all.

I did notice today that exchanges are now available for Square for retail https://www.sellercommunity.com/t5/Square-UK-Product-Updates/New-Exchanges-now-available-for-all-sel...

We will try this on the register system tomorrow and hopefully it is there now. 

Since Square changed they refund policy on fees, we have been having such a headache. So hopefully something as simple as an exchange can now be done on our main Point of Sale instead of having to find a cell phone or ipad to do it.

[BrandiLinville]

I am having the same issue! Were you ever able to figure it out? I also subscribe to the Retail Plus. So frustrating. 

[rvidal]

Hello! By chance is the transaction from a different location of your business? Square does not currently support cross-location exchanges, so you wouldn't see the option to perform an exchange in when viewing that transaction. If not, I'll reiterate what @isabelle mentioned, which is that exchanges are also only available on the Square for Retail POS application. If you're using Square for Retail and the transaction is from the same location, we'd have to look into other reasons an exchange might be blocked.