thread Re: Payment missing but customer paid in Your Square Account Information

What Can I Do About a Canceled Payment?

GetLitWinlaw — Tue, 02 Dec 2025 22:55:57 GMT

The title of this thread has been edited by a Square Moderator from the original: "Payment missing but customer paid"

I had a customer make 2 separate $100 payments. When I checked later only 1 $100 transaction is showing up. I called square and they said that the second transaction was cancelled. I did not cancel it. I am now out this payment and have no way of recovering my funds, or recovering my product. What do I do? Is this happening to anyone else? Square said maybe it was because I was on a data connection, but isn't that the whole point of this service? Also I thought they had an offline payment mode too.

Re: Payment missing but customer paid

Traderandco — Tue, 02 Dec 2025 01:47:47 GMT

That sounds very frustrating!

Was it an online payment? or in person?

Are you able to contact the buyer and explain the situation? You could ask them to check their card statement to see if both transactions came out? If they can verify that only one went through, and they are an honest person, they may be willing to come back and put the 2nd one through again?

possibly it may have been cancelled from the credit card provider if they picked it up as suspected fraud, being 2x $100 transactions might have looked suspicious to their algorithims?

Re: Payment missing but customer paid

_Violet — Tue, 02 Dec 2025 22:55:04 GMT

Hi @GetLitWinlaw - I'm sorry to hear about this situation with your transaction 😔 While we're unable to look into your transactions via the Square Community, I can certainly provide some general information.

When a transaction is canceled, it typically means something occured that prevented the payment from fully completing. Here are some general troubleshooting steps you can cover to keep this from happening again in the future. If you 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.

I hope this information is helpful, but please do let me know if you have any additional questions.