Connect Square

What this guide covers#

Connect Square when payment, order, or refund context should be available inside support conversations.

Square context helps support teams answer questions about payments, orders, refunds, customers, and location-specific purchases.

Setup steps#

1. Authorize Square from Letterbook.
2. Choose the Square account and locations support should reference.
3. Match Square customers, orders, or payments to Letterbook conversations.
4. Review order, payment, refund, and customer fields.
5. Add payment and refund policies to the internal knowledge base.
6. Decide which actions require approval.
7. Test a payment lookup, a refund request, and a location-specific order question.

Configuration details#

• Keep location selection clear if different locations have different support owners or policies.
• Use permissions that match the support use case.
• Require approval for refunds and customer-visible order changes.
• Confirm customer matching when the Square customer email differs from the product account email.

Common support workflows#

• Customer asks for a receipt.
• Customer says they were charged twice.
• Customer asks about a refund.
• Customer has an order tied to a specific location.
• Customer payment succeeded but product access did not update.