thread Re: “Feedback from a customer” in Payments Troubleshooting

“Feedback from a customer”

TheRealChipA — Sat, 20 Sep 2025 08:43:27 GMT

** Bug Report **

See attached screenshot. Instead of the actual customer feedback, this is what I get. I’ve received this message a few times in the past month or so. I just keep forgetting to report it.

Ps - added another example from the Dashboard app. When I drill down into these it looks like this message might show up if customers don’t leave comments, but only rate? If so, it’s not really clear.

Re: “Feedback from a customer”

alexandriak — Mon, 11 Sep 2023 13:34:37 GMT

I'm having this exact same problem!

Re: “Feedback from a customer”

Candlestore — Mon, 11 Sep 2023 13:43:56 GMT

I have it happening too, I think it just started recently.

Re: “Feedback from a customer”

_Violet — Mon, 18 Sep 2023 21:31:23 GMT

Hi all, @TheRealChipA @alexandriak @Candlestore - thanks for reaching out to report this issue with the Feedback feature.

I reached out to the team that owns this and they let me know that "This is a known bug, unfortunately."

I was directed to create a Support Ticket for this issue so I'll be keeping an eye on that for updates and I'll be sure to keep you all in the loop. Thanks again!

Re: “Feedback from a customer”

alexandriak — Mon, 11 Sep 2023 14:48:52 GMT

thank you!

When a client replies to an email, where does it go?

Bronze_Palms — Mon, 18 Sep 2023 21:21:43 GMT

I just sent out an email and have clients replying to it. When a client replies to an email, where does it go?

All I see in the Square Message is "Feedback from a customer" but can't see the contents of their reply...

Re: When a client replies to an email, where does it go?

_Violet — Mon, 18 Sep 2023 21:53:59 GMT

Hi @Bronze_Palms - Thanks for reaching out to us here on the Square Seller Community👋😊

The replies to your Square Marketing Emails will go to Square Messages.

The "feedback from a customer" issue you've described is actually a known issue that is currently being investigated by our engineers. I've shared some more details on that in this thread. When a customer leaves feedback with no text comment, such as just a positive/negative sentiment, we normally don’t alert the Square Seller of this. We currently have a bug that shows these to the Seller at the top of the list in Square Messages, which is not intended.

Re: “Feedback from a customer”

_Violet — Tue, 19 Sep 2023 20:21:16 GMT

Hi all @TheRealChipA @alexandriak @Candlestore @Bronze_Palms - I've received the following update from our engineering team. Please review and reply. Thank you!

"Looking into new messages from this thread, it looks like there were two issues going on. One is when the customer fills out the receipt form but doesn’t write a comment on it. This issue should be resolved.

It looks like we are seeing another issue in this thread, which seems to be affecting iPhone users only, which we are working on a fix for. A possible workaround for Sellers before the iOS fix is to use Messages on Web, or to view feedback through the Customers section (Get Started with Square Feedback).

Please also let us know if any Sellers using Android or Web are reporting this issue, as our understanding is this issue should be working 100% for them right now."

Re: “Feedback from a customer”

TheRealChipA — Tue, 19 Sep 2023 21:24:38 GMT

Here is a screen shot from the web — iPadOS17, Safari.

Re: “Feedback from a customer”

TheRealChipA — Tue, 19 Sep 2023 20:34:27 GMT

@_Violet Of course, it could be the same error is impacting both iOS-iPhone and iPadOS, eh?

Re: “Feedback from a customer”

TheRealChipA — Tue, 19 Sep 2023 20:42:05 GMT

I am sorry @_Violet. Ignore the replies above. I see that the customer did not leave any text feedback on that one.

Re: “Feedback from a customer”

Bronze_Palms — Wed, 20 Sep 2023 17:35:23 GMT

Thank you for the update!