03/04/2023
Payment processor alert!!!! Do you use Square? Do you often have to issue customer refunds? (I'm looking at you, e-commerce people!)
IF SO - Square is NO LONGER refunding processing fees when you have to refund a customer. That's right - now you will be paying for the privilege of not making any money.
For those who prefer more visual explanations, it's like this:
Sale of widget to customer A for $25.00:
$25.00 comes from customer to Square.
-$1.03 (estimated) kept by Square
$23.97 comes to you
Customer cancels order (for whatever reason - you're out of stock, etc.)
$-25.00 leaves your Square account to Customer A
Your net from the sale?
Loss of $1.03.
There are several ways you can deal with this:
1) Run around screaming "Amok, amok, amok" and ranting about processor fees. (not recommended ๐ )
2) Update your refund policy within Square to include a cancellation or restocking fee. (Maybe - depends on your business and customer type - for some customers, especially new ones, this can be a big turn-off. But it can make sense for e-commerce where you also have to pay restocking fees to Amazon or Shipmonk or whatever fulfillment service you are utilizing.)
3) Review your past 12 months of refunds, and calculate what those would have cost you (and multiply by 6.6% CPI to account for inflation). Divide that amount by your projected sales for the next 12 months and factor that amount as a % increase in your sales prices for this year. In this way, you can absorb the cost without a noticeable change for your buyers to see.
#3 may sound daunting, but it actually front-loads the work for you. By taking an hour or two (or hiring someone to do the same) to assemble and calculate some figures, you can easily absorb the new fees without any additional work beyond the initial calculations.
#2 seems easier on the front end, changing a policy, but then going forward each and every refund is going to require extra bookkeeping work to record the fees charged and the net income between processing fees and cancellation fees. Short term gain with long term pain. (Possibly mitigated with automation, depending on how your sales are processed.)
BOTTOM LINE: The devil is in the details. If you aren't watching your metrics, you could really be missing out on necessary pivots.