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Software solution

Square Customer Feedback

Turn receipt comments into practical service improvements

Square Customer Feedback gives a bakery, coffee shop, restaurant, salon, or service business a private way to hear what customers thought after a purchase. Feedback can arrive from the feedback section of a Square digital receipt, or from replies to an email campaign sent through Square Marketing.

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How it fits your business

Owners and permitted team members can review threads in Square Dashboard, receive notifications by location or sentiment, reply when the customer allows it, send a promotional reward or refund, and export filtered feedback to CSV. It is best understood as a confidential service-recovery and learning channel—not a public review page—so teams can address an incorrect order, a missed appointment detail, or a great staff interaction before deciding what operational change to make.

Key capabilities

What you can do

  • Collect private post-purchase feedback

    Customers can use the feedback section in a digital receipt to rate their experience and add a comment. Square describes the exchange as confidential and not publicly visible, which makes it suitable for candid service recovery rather than public reputation publishing.

  • Route alerts to the right operators

    Feedback notifications can go to additional recipients, be limited to negative feedback, and be restricted to selected active locations. That lets a multi-location operator send a dissatisfied guest’s comment to the responsible manager without flooding every inbox.

  • Respond with context and recovery

    A permitted user can open the feedback thread with transaction information, reply when the customer has enabled replies, and send a promotional reward or refund. Customers can choose whether the merchant may respond, and Square does not expose the customer’s email address to the merchant.

  • Turn recurring complaints into a report

    Dashboard filters can narrow feedback by the available criteria, and the resulting report can be exported as a CSV. A café can use that file to spot recurring wait-time comments; a salon can review appointment-experience themes without treating the feedback as a public star-rating feed.

  • Add campaign replies to the same learning loop

    Square’s U.S. help documentation also identifies replies to an email campaign sent through Square Marketing as a feedback path. Marketing campaigns require customer information in Customer Directory and the documented campaign workflow is managed in Square Dashboard.

Explore the details

Product details

What a business needs to enable

Set up feedback collection in Square Dashboard under Customers > Customer Directory > Settings > Feedback, then enable collection from digital receipts. Account owners or team members need the customers permission to access feedback. For the receipt route, customers must receive a Square digital receipt; Square’s receipt guidance says the POS can send a text or email receipt after a successful payment, and receipt settings are available on iOS and Android devices running Square Point of Sale. Do not enable Skip receipt screen if the checkout flow needs to prompt for receipt details.

Plans, subscriptions, and fees

Square does not publish a separate Customer Feedback subscription price in the U.S. feedback setup article. The receipt-feedback path is documented as a Dashboard feature, but normal Square payment-processing charges still apply to the underlying transaction under the seller’s applicable Square pricing. The alternate email-campaign path is tied to Square Marketing: Square’s U.S. page says email and text marketing require Square Plus or Square Premium. The current published plan page lists Square Free at $0/month, Square Plus at $49/month, and Square Premium at $149/month; it also lists Plus with unlimited email sends and 500 included texts per month, then $0.03 per additional text, and Premium with 2,500 included texts, then $0.015 per additional text. Those marketing-plan amounts are not a Customer Feedback fee.

Meaningful limitations

Feedback is private and is not a public review page. Customers may disable merchant replies, and Square says Customer Feedback may not be used to dispute a charge, request a refund, or send messages unrelated to the visit. The official setup article documents Dashboard, digital receipts, and Square Marketing routes; it does not establish a dedicated standalone app, a public-review publishing workflow, or support for non-Square receipt systems. The supplied canonical URL currently renders Square Messages rather than a Customer Feedback landing page, so current packaging and UI should be rechecked before publication.

Plan details

Pricing, fees & eligibility

Explore pricing

No separate U.S. Customer Feedback subscription price is published in the official setup documentation. Receipt feedback is documented as a Square Dashboard capability; email-campaign feedback requires Square Marketing, which Square says requires Square Plus or Square Premium. Underlying Square payment-processing charges remain applicable to the transaction.

Fees & eligibility

  • Customer Feedback feature

    Official U.S. feedback documentation does not state a standalone subscription charge; confirm current account packaging before purchase or publication.

    No separate published fee
  • Square Plus

    Published U.S. plan price; relevant when using Square Marketing email/text campaigns, not a Customer Feedback fee.

    $49/month
  • Square Premium

    Published U.S. plan price; relevant when using Square Marketing email/text campaigns, not a Customer Feedback fee.

    $149/month
  • Square Plus text marketing overage

    Square U.S. Marketing page; applies to Square Marketing text campaigns, not receipt feedback.

    $0.03 per text over 500 included texts/month
  • Square Premium text marketing overage

    Square U.S. Marketing page; applies to Square Marketing text campaigns, not receipt feedback.

    $0.015 per text over 2,500 included texts/month
  • Payment processing

    The feedback sources do not state a feedback-specific processing rate; use the current U.S. Square pricing page for the applicable transaction rate.

    Varies by Square payment method, channel, plan, and seller eligibility

Requirements

  • A Square seller account with access to Square Dashboard.
  • Account owner or team-member customers permission to access customer feedback.
  • For receipt feedback, customers must receive a Square digital receipt and the business must enable collection from digital receipts.
  • For campaign-reply feedback, customer information must exist in Square Customer Directory and Square Marketing access is required.
  • Square Plus or Square Premium is required for Square Marketing email or text campaigns according to Square’s U.S. Marketing page.
  • A compatible iOS or Android device running Square Point of Sale can use receipt settings; dedicated feedback hardware is not documented as required.

The supplied official URL currently renders Square Messages content rather than a dedicated Square Customer Feedback product page; the feature itself remains documented in the official U.S. Support Center.

Customer Feedback is private and not a public review or rating-publishing tool.

Customers can choose not to allow replies, and Square does not show their email address to the merchant.

Square’s documentation does not provide a dedicated hardware compatibility matrix for Customer Feedback; the verified dependency is digital receipts through Square Point of Sale or another Square receipt flow.

Square Plus and Premium prices and marketing message allowances are current published U.S. figures checked on 2026-10-27 and may change.

Do not represent Square Customer Feedback as a substitute for charge disputes, refund requests, or public Google reviews.

Questions

Frequently asked questions

Is Square Customer Feedback a public review page?

No. Square describes it as confidential feedback that is not publicly visible. Customers can rate an experience and comment from a digital receipt, while the seller reviews the conversation in Square Dashboard.

Do I need Square Plus or Premium to collect receipt feedback?

Square’s U.S. setup article does not state that receipt feedback requires a paid plan. It does state that feedback can also come from replies to Square Marketing email campaigns, and Square’s U.S. Marketing page says email and text marketing require Square Plus or Square Premium. Confirm the seller account’s current packaging before relying on a paid-plan assumption.

Can a team member respond to a customer’s feedback?

Yes, if the team member has the required customer-feedback permission and the customer has enabled replies. The seller can view transaction context and may reply, send a promotional reward, or refund the customer; Square does not expose the customer’s email address.

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