thread Re: Square decline card, but customer was charged... in Archived Discussions (Read Only)

Square decline card, but customer was charged...

JMD — Sat, 23 Apr 2016 12:27:48 GMT

Yesterday afternoon, I manually tried to run a card (e.g., typing it in as I have the client's card on file). It was declined. Thinking that I had mistyped it, I tried again. I tried 14 times, all declined. I sent a note to my cient to inform him that I had tried to run the card, and it was declined.

This morning, I received a note from the client saying that his credit card was charged 14 times. HOWEVER, on my end, there is no record of it and my account was not credited. I can't re-credit his card because there is no record of it on my end (Square had declined the card).

I am frantic now as I do not know how to remove this charge from my client. As it is Saturday, Square does not have customer service hours (!!). I'd like to give my client some comfort that this situation can be resolved quickly.

Thoughts anyone??

Thank you!!

Re: Square decline card, but customer was charged...

George — Sat, 23 Apr 2016 19:22:10 GMT

The complication you're facing is a result of the failed payments, @JMD.

If the transaction doesn't show up in your payment history, but appears on your customer's card statement, this is a sign that your customer is seeing a pending transaction and not an actual charge. This transaction may look like a charge at first but the funds will not ultimately be deducted from her account.

You may want to ask your customer to clarify with her bank.

Take a look at this article on failed payments for more info: https://squareup.com/help/us/en/article/5082-why-did-my-payment-fail

And if you'd like receive more information about this transaction in particular (this forum is public so we can't discuss account-specific info here), please reach out to our team: https://squareup.com/help/us/en/contact Although we don't provide customer support by phone on the weekends, you can always get in touch with us via email or Twitter.

Hope that helps! And if it does, please consider clicking Author's Choice beneath this post.

Re: Square decline card, but customer was charged...

JMD — Mon, 25 Apr 2016 15:50:28 GMT

Thank you George!