I really wanted to make a lengthy and detailed post about my odyssey w/r/t these refunds. I can no longer be bothered. I did finally get my refunds. I got each refund more than 60 days after they were issued by DoorDash Drive. This did not happen automatically. It reached a point well past my being able to reasonably believe anything other than Square/Weebly are intentionally delaying and confounding the issue in hopes that I would give up. I simply cannot believe that they were truly doing their best to get my credits to me. On the contrary, I believe they were trying to thwart my attempts. As a reminder, this should have happened seamlessly - I shouldn't have had to do anything at all.
Below is my advice to anyone trying to get a refund or credit from DoorDash Drive. This is based on my experience:
DoorDash Drive will issue a 'credit' to the account they use to 'settle' with Square. Periodically, DoorDash Drive and Square 'settle up' the delivery fees and tips and whatnot. In the simplest of terms, this is DoorDash Drive (DDD) sending Square a bill for the delivery fees and driver tips and Square transferring that money to DDD. When DDD issues a restaurant a credit for a failed delivery or some other issue, that credit is subtracted from the amount Square is billed by DDD. For example, if your restaurant had $100 in delivery fees and driver tips and also one failed delivery for $20, instead of 'invoicing' Square for $100, DDD would 'invoice' them for $80. This 'surplus' should be returned to the restaurant.
When you try to call and inquire about these refunds, Customer Service will have no idea what you are talking about. They will tell you to contact DDD. This is wrong. If DDD issued you a credit and you didn't get it, you need to get it from Square.
Square won't even pretend to look into the matter until the refund is at least 30 days old. Don't even bother contacting them before that (but don't forget about it, either!). When you do contact them after 30 days, they will probably tell you it takes 45 days.
When you contact them after 45 days, you will hopefully reach the point where they send you an email asking for a screenshot of the refund issued by DDD., This should be completely unnecessary (we have put enough trust in Square to be able to reasonably expect them to be able to 'reconcile' a bill, see that there is a surplus, and return it to us), but go ahead and comply with this frivolous request. My screenshots were emails from my DoorDash Merchant Experience Partner (sidenote: my DoorDash Merchant Experience Partner is amazingly helpful. If you've never reached out to yours I suggest you do. I don't know if I got lucky or if they are all as helpful as mine). I was never able to locate a spreadsheet on DDD's side that showed the credit.
Congratulations! You now have a point of contact at Square/Weebly that you can email about this issue by 'replying' to their email. Even if they tell you it will take another 30 days make sure to email them at least once every two weeks or the issue will get 'closed' and you will lose the ability to email that particular person.
Persist. Do not give up. This is theft. Do not let them get away with it. If you start to think it isn't worth your time, remind yourself that you have an ongoing business relationship with Square and you can't set the precedent that being difficult will allow them to keep your money.
Your refund, when you get it, will appear as 'Other' in the online transfer reports. If you 'export' your transfer reports to view in a spreadsheet, the refund will appear as 'Adjustment'. I found that exporting a week's worth of transfer reports as one report, opening in a spreadsheet program, and then searching for 'adjustment' to be far more efficient than looking at each daily transfer report online.
I was issued another refund by DDD on February 24th. As expected, even after 30 days, Square has not transferred the money to me. I have begun this process again.
