thread Re: Card declined in Archived Discussions (Read Only)

Card declined

Mspat08 — Sat, 07 Mar 2020 05:28:15 GMT

I swiped a card it went through and then it came up later as declined. How do I get my money and how do I find the transaction

Re: Card declined

JustinC — Sat, 07 Mar 2020 22:31:00 GMT

@Mspat08 - Sorry to hear that. Unsuccessful transactions - including cancellations and declines - are found in the Transactions Status Report.

I wish there was a way to push this payment through, but once a payment is declined we’re unable to retroactively process it. You’ll need to reach out to your customer directly to collect this payment again to receive the funds.

Re: Card declined

Mspat08 — Sat, 07 Mar 2020 22:35:43 GMT

How can I contact the customer

Re: Card declined

Kassi_ — Sun, 08 Mar 2020 14:16:55 GMT

Hey there, @Mspat08 -

Stepping in for Justin! The only way to contact a customer after the sale is if the opted to add their information to a Customer Profile or view their email address on their receipt.

Re: Card declined

Adkinsfarm — Fri, 10 Jul 2020 02:46:01 GMT

How can I view the receipt to get the customer's information?

Re: Card declined

Joe — Fri, 10 Jul 2020 13:47:10 GMT

Hi there, @Adkinsonfarm - thanks for reaching out to us here on the Seller Community! We are happy to have you!

If there’s a profile for the customer in your directory, you’re able to reach out by sending them a Direct Message right from your online Square Dashboard.

If you didn’t send an email receipt and don’t have the cardholder’s contact information, you may have to wait for your customer to contact you.

If you’d like to make sure you can always contact a customer, we recommend emailing them a receipt, adding their contact information to their customer profile during a sale, or using our Email Collection Tools.

For more detailed information, feel free to reach out to our Support Team directly! They can help troubleshoot contacting a customer.