thread Re: Square undercharged $21.65 instead of $2,165.00 in Payments Troubleshooting

Square undercharged $21.65 instead of $2,165.00

EricJohnDiesel — Sat, 20 Sep 2025 19:23:58 GMT

Square won't correct the charge and won't give me customer contact info. Square disconnects from chat when I ask for.customer contact info.

Re: Square undercharged $21.65 instead of $2,165.00

JK_Fiber_Art — Sun, 30 Jun 2024 16:00:00 GMT

Unfortunately there's really nothing that the volunteer Community Members can do to help resolve your issue. Just curious as to having a decimal in the wrong place is a bit unusual in the computer world unless the info was input by a human, but glitches can happen. Was this an in person transaction or online? What details are you seeing in the actual transaction history ? As for getting some if any Customer info, if you go to your Customer Directory and Export the info to a CSV file, you will see more details (fields) than what the canned report provides. You should at minimum see the Customer's Name and if the customer has previously shared info with Square, it's possible there will be an Email Address and/or Phone Number. Not all of the Customer Details are shown in the canned report so that's why doing the Export comes in handy.

Re: Square undercharged $21.65 instead of $2,165.00

EricJohnDiesel — Sun, 30 Jun 2024 18:43:13 GMT

Thanks for responding. It shows me the date, time, amount, and last four digits of card number.

If I can get the customer's email or phone number, I think they'll give me card info to rebill them (otherwise it would be grand theft.if they won't correct it). But those are blanked out.

I don't know what "export" means or what a "CSV file" is.

Re: Square undercharged $21.65 instead of $2,165.00

JK_Fiber_Art — Sun, 30 Jun 2024 20:37:48 GMT

Good concerns and a great opportunity to learn something new that can be quite helpful down the road. When you Export a Report - all that you are doing is downloading the report data from Square to your local computer in a file format that can be read by Excel. The file that you download ends with a ".csv", once you have the file, you can use Excel or any other application that can open this type of file. Using Excel for example, you can then view, arrange or sort the data in any way you want. The main reason for Exporting a report is to see more data as the Square canned reports do not display all of the information that is available. Hope that helps.

Re: Square undercharged $21.65 instead of $2,165.00

EricJohnDiesel — Sun, 30 Jun 2024 22:39:17 GMT

Thanks. It gave me a customer number but not a name or contact info.

Re: Square undercharged $21.65 instead of $2,165.00

Breffni — Tue, 02 Jul 2024 08:59:06 GMT

Hi @EricJohnDiesel, thanks for flagging this and I'm sorry to hear that you're having some trouble.

I understand that this is frustrating, however, Square does not input the transaction amount; that is entered by the merchant during the sale. We do not have access to or the ability to recharge a customer.

If you are subscribed to Square Messages Plus, you may be able to message this customer if they provided a phone number rather than an email address. To do so:

Head to your Transactions Dashboard, click on this transaction and open the transaction's details
Scroll down to the payment info
Under "Paid by" click on the customer's name or unknown name
This should take you to the Customer Profile in the Customer Directory
Scroll down to Message and Send Message

Thank you for your understanding.

Re: Square undercharged $21.65 instead of $2,165.00

EricJohnDiesel — Tue, 02 Jul 2024 10:09:46 GMT

Square will not show me the customer email or phone number. Instead, they give me the customer number assigned by Square.