thread Re: Unknown Customer Transaction on Bank Statement in Payments Troubleshooting

Unknown Customer Transaction on Bank Statement

MostlyBooks — Sun, 21 Sep 2025 13:22:21 GMT

Hi,

A customer has been in touch today saying that some money had been taken out of their bank account for a Square transaction associated with our business. However, the last time they spent any money with us was 4th December. I have checked the records and see the transaction on 4th December and don't see any others more recently. Is it possible that the money was only just taken out of their account this week? If so, what would have caused the delay and could I see that on a report somewhere?

Thanks

Re: Unknown Customer Transaction on Bank Statement

tranguyen — Fri, 08 Jan 2021 14:35:10 GMT

Hi @MostlyBooks, thank for you flagging this!

It sounds like there was a delay in processing which caused payments to only appear on customer's bank statements now a month later. Rest assured, the customer has not been charged twice. The payment should have been transferred to your linked bank account as well. You can confirm this by checking your Balance reports for that period.

I've reached out to our team and we are going to look into why this happened in order to ensure a miscommunication like this does not occur in the future.

Let me know if you have any other question and I'll be happy to help!

Re: Unknown Customer Transaction on Bank Statement

MostlyBooks — Fri, 08 Jan 2021 15:03:03 GMT

Hi,

Thanks for such a quick reply. I have taken a look at the balance report and, according to that, the payment was transferred on 7th December which is when I would have expected it to be sent. Could that have happened if their account hadn't been charged?

I'm going to go back to them to see whether they can see a payment for the same amount being taken on 7th December.

Kind regards

Re: Unknown Customer Transaction on Bank Statement

tranguyen — Fri, 08 Jan 2021 16:08:47 GMT

From what you described, it sounds like the payment was processed as normal and the delay is just in it appearing as a line on the customer's bank statement.

If you are unsure and would like to check the specific transaction, do reach out to our Support team directly. They will be able to look at the specific transaction and help clarify any further issue!