Does Customer Self-Input Their Info for Online Orders?

URO — Fri, 23 Jan 2026 23:05:33 GMT

The title of this thread has been edited by a Square Moderator from the original: "Customer claims that ALL shipping / customer info on order was not entered by them"

I had a customer reach out inquiring on an order with an email address I didn't have in my customer database or ever in my email.
They stated that their order hadn't arrived yet.
I checked and confirmed all the info and found I had shipped it out back in December and showed UPS tracking, screenshots etc.
They're claiming that NONE of that shipping info: Name, mailing address, email address, phone number is what they entered.

Is this even possible?
It's in their city. What are the odds?

Re: Customer claims that ALL shipping / customer info on order was not entered by them

_Violet — Fri, 23 Jan 2026 22:47:30 GMT

Hello @URO and thanks for reaching out to the Square Community with your question 👋 I see this is your first post, so I'd like to welcome you! 🎉 My name is Violet and I'm one of the Moderators here.

This sounds odd indeed 🤔 Typically, Square Online customers will key in their information, manually. If your customer has an existing Square Profile, it's possible their address may have been auto-filled with the information saved in their profile (potentially an old address of theirs?). If this is the case, they can update their information in their Square Profile, to ensure it's correct and up-to-date, by visiting profile.squareup.com.

Additionally, I'd like to share some information on our Risk Management feature for online payments. Risk Manager is a tool that helps you spot and manage potential fraud from the online payments you process with Square. Watch a tutorial to learn more. You can create rules in Square Dashboard to trigger your own fraud alerts, authenticate electronic card transactions with 3D Secure, or to automatically decline suspicious payments. When you set up risk alerts, you can view additional details about suspicious payments, as well as options to issue a refund, block the payment card, or dismiss the alert.

You also have the option to block emails, payment cards, and IP addresses in Risk Manager. Keep in mind: blocking emails and IP addresses allow you to cast a wider net if you’re noticing a pattern of fraud across multiple cards. Learn more about blocking in our Support Center.

I hope this information is helpful but please do let me know if you have any additional questions! 😊

thread Re: Customer claims that ALL shipping / customer info on order was not entered by them in Online Store

Does Customer Self-Input Their Info for Online Orders?

Re: Customer claims that ALL shipping / customer info on order was not entered by them