thread Re: Transaction Report in Payments Troubleshooting

Transaction Report

LauraMC — Sun, 21 Sep 2025 15:57:28 GMT

Recently our transaction report has stopped giving all the customer names for every transaction - it shows most transactions with the customer names but not all . I cannot work out what has happened. Any thoughts ? I can go in and see all details in Orders but I prefer the transaction Report.

Thanks

Re: Transaction Report

Sineaid — Fri, 17 Jan 2025 12:08:14 GMT

Thanks for your post, and welcome to the Community @LauraMC!

I'd be happy to look into this for you. When you visit the Transactions tab of your Dashboard and view the details of the transactions that are being reported without a customer name, do you see the customer name there, or just the sales channel information?

Also, is it just Square Online transactions that are being reported without Customer Name, or is it a mixture of Online, PoS and Payment Link transactions?

I'll keep an eye out for your response!

Re: Transaction Report

LauraMC — Mon, 20 Jan 2025 14:38:22 GMT

Sineaid,

Thanks for your reply. The transaction tab has everything but the customer name . They are all payment link payments . Someone from Square said that it is because they are new customers and not saved but I am not sure this is correct as we have been using the transaction report since we started using Square in 2023.

Thanks

Laura

Re: Transaction Report

LauraMC — Mon, 20 Jan 2025 14:45:52 GMT

Sineaid,

It started on 16th November - had not happened before.

Thanks

Laura

Re: Transaction Report

Sineaid — Tue, 11 Feb 2025 11:39:37 GMT

Hi @LauraMC,

Thanks for your patience while I awaited an update on this, and apologies it took a little longer than planned to get back to you.

I've been looking into a change to our back end processes, that could account for the experience you've had with your Payment Links.

For a customer profile to be automatically associated to a Payment Link, the Instant Profiles setting should be enabled from your Dashboard. (Customer Directory > Settings > Instant Profiles)

If you find that this setting is already toggled on, or you continue to experience the same issue after enabling the preference, please let me know so I can dig a little deeper. If you could also share a payment link that demonstrates this behaviour, it would help me in getting to the bottom of the issue.