thread Re: Does Square keep a record of declined transactions? in Archived Discussions (Read Only)

Does Square keep a record of declined transactions?

FBERKE — Sat, 28 May 2016 17:44:46 GMT

Long story short - Customer came in store to pay for a large order with a gift card. They were unsure of the balance on the gift card. I ran the card for the full amount, square then showed me the amount left on the gift card and gave me the option to charge it for that amount. Customer signed for it and everything was great. Later, I was looking at the activity history and realized that transaction wasn't showing! Mordified (because it was a very large transaction) I called the customer in a panic. They told me they had already shredded the card and have no way to have another one made or sent to them.

HELP! Will square of record of the declined transaction and the card information so we can process is manually???? What should I do? I'm at a loss.

Re: Does Square keep a record of declined transactions?

Feedback2016 — Sun, 29 May 2016 16:54:38 GMT

In the desktop version of setting go to "sales" then "transaction status" it will bring up all your declines. HOWEVER, do not freak out about all the declines that may be listed. Square has not figured out how to remove a decline when a new card has closed the transaction. If the final result PAID the transaction. Not sure why we need to know how many times payment was attempted when the transaction was closed? Anyway, look for your gift card there, it should be listed.

Re: Does Square keep a record of declined transactions?

foodtruck_sss — Tue, 31 May 2016 17:20:20 GMT

so Square keeps record of declined transactions... what about the credit card number associated with that transaction? is that kept on file? can i look up a failed transaction by credit card number?

Re: Does Square keep a record of declined transactions?

Spenser — Wed, 01 Jun 2016 23:45:52 GMT

You'll be able to view the last four digits of the declined transaction in the Status report, but there is not a search bar. I would use the date selector to narrow the range you're looking at!

Additionally, you can search successful transactions by the last four digits in the Transaction Status report. Hope that helps!

Re: Does Square keep a record of declined transactions?

Feedback2016 — Fri, 03 Jun 2016 22:53:25 GMT

"...what about the credit card number associated with that transaction? is that kept on file? can i look up a failed transaction by credit card number?"

Regletory requirement prohibit credit card numbers being stored or shared with you. Square will reach out to your client on your behalf if you contact them and ask.

Re: Does Square keep a record of declined transactions?

Sean — Sat, 04 Jun 2016 00:39:17 GMT

@Feedback2016 - You'd be able to search by the last four digits of the card! 😀