An item refund does not show up in the item report

[gallery55art]

We depend on the item report to track all payments and refunds for each item. This last month a refund wasn't included in the item report, although the refund was listed correctly under the item in the transaction list. If I hadn't known to look for the refund, our accounting based on the item report would have been incorrect.

This has never happened before, but the cashier did process the refund a little differently. Instead of selecting the Reason for the refund and automatically processing the refund back to the original card, she selected Add Gift Card or Swipe and had the customer insert her card. The customer swiped her original card. Everything seemed to work fine.

But then the month's item report was off. I don't know why the alternate process resulted in the item refund not showing up in the item report. It seems to be a bug. 

[JustinC · Accepted solution]

@gallery55art sounds like CS will need to take a closer look at your reports to look at the discrepancy. Have you reached out yet? If it's indeed a bug, they'll create a ticket with Engineering for figure out what's going on. 

[paseofm]

We only use the Square online store for ordering and also depend on the item detail report to track sales and refunds at item level.  We've also started noticing something weird going on about 2 weeks ago.  The item detail report used to have the customer name correctly populated but since 2 weeks ago that data became random; sometimes it's the correct full name as it appears in the online store's order header info, sometimes it's blank, sometimes, it's the email address, or just a first name.  We've reported this and engineering is looking into it.  Now, I don't see refund amounts show up in the sales summary or in the item detail report for the date range that we know we've issued refunds.  What report shows me refund amounts based on date range when it was issued and item info?   Posting this to share experience.  I'll probably have to call this one into support also.

[gallery55art]

Unfortunately, I believe you'll have to download or consult the list of transactions to see missing information from the item report. I'm still waiting on tech support to look into the anomaly I saw.

[gallery55art]

We saw the problem again in October. A refund was not listed in the item detail report.

[gallery55art]

Once again I have been bitten by an item refund being excluded from a Square operation. In this case, I am using a trial version of an app that integrates Square with QBO. Each deposit is downloaded with its individual transactions into what is called App Transactions in QBO. The idea is to use the App to create a Sales Receipt for each transaction included in the Square deposit to the bank. Then the bank deposit will be matched and split into the sum of the Sales Receipts. But a transaction refunding $4.28 was omitted in the download for one of the deposits, so the Square deposit is $4.28 more than the actual deposit to the bank.