In response to @Bar901 , we’ve experienced this for years and although we have very few refunds, I’m certain I’ve overlooked it and paid out those tips despite knowing and having reported it for years.
Really confused as to why Square will not allow businesses to add or adjust a tip after a partial refund on a ticket. I've never worked with a POS system that doesn't allow tip adjustment and adding tips after a refund, and I can't figure out what reason Square has for blocking the adjustments. We have emailed and spoken to Square and the response has been the same: it's just not possible. But, mistakes happen and we have to refund guests from time to time. Why should our staff be punished by losing their tip? It seems to me that if a customer is giving a tip, and Square isn't allowing the staff to receive that tip, something is very wrong.
I'm not sure what the reasoning is behind Square's choice, and why the issue appears to not have been addressed after several years of community members commenting here. As a business owner, I don't participate in our tip pool, but I do advocate for our team and I'm really disappointed that this is an unresolved issue that affects people's incomes.
@BNPDX: In regards to your issue, the ability to refund an item from a sale and keep the Tip intact does exist however, I’m not certain whether this scenario pertains to your particular situation but I’ll post a screenshot.
In the attached transaction we suppose the customer would like a refund on two of the four items, so we simply choose those items but leave the Tip intact, thereby assuring the Tip goes to the staff. Of course, the tip is not adjustable however, we’ve never been asked to adjust the tip by a customer.
In addition, this still doesn’t address the overwhelming need for merchants to have the ability to adjust tips for whatever the reason, fat fingers, customer request, etc.
Please @Square we merchants need this feature, it is a vital part of any service business in which employees depend on gratuities. Every pos platform that I’ve ever used has this feature.
