thread Re: declined payment due to being offline? in Online Store

declined payment due to being offline?

atbboostersinc — Sat, 10 Oct 2020 13:40:53 GMT

I have multiple payments that got declined due to being offline due to spotty wifi. I was connected using wifi at a local event and i was able to take payment in between those declined cards. It went through as payment accepted and sale completed when I processed their payment at that time. I never got any emails or anything for declined cards or cards not accepted until 2 weeks later when i opened up square app again to use it for another event. I have approx. $300 worth of payment declined. I looked at my square account the next day to see how much was made, no signs of declined payment so thought all was okay. Am i out of luck or is there anything I can do?

Re: declined payment due to being offline?

AdamB — Sun, 11 Oct 2020 20:25:03 GMT

Welcome to Seller Community and thanks for your post, @atbboostersinc.

Per this post regarding declined transactions taken during offline mode, your best course of action would be to follow up with any declined customers so they can provide you with alternative or updated billing information.

Re: declined payment due to being offline?

DaveH5050 — Thu, 12 Aug 2021 14:56:14 GMT

Tuesday the 10 our salon wifi went out for a while, and my wife who manages the salon was also out and so unable to turn on her mobile hotspot for processing payments. I got an email from Square that the payment was declined, including the last 4 digits of the card and the time of day and amount. However when I try to view the failed transaction on Square, I don't see the name to which the card is registered. That would be quite helpful since we have many repeat customers and we could attempt to recover the transaction when they come back in. If Square can provide the last 4 of the card number, why not the customer name?