Help! CC on file being used for other clients.

[TanyaMVP821]

Occasionally, about once a month, I have a client that has been charged twice. After looking it over I almost always find, that the clients CC on file was not only used to check him out but also to check out another client. How can this be possible?

Just for more information, we have no show protection in place, therefore all appointments have CC on file. We always check out off the Square Appointments calendar.

I don't know how to make my client feel that their CC on file is secure after it was used on another clients sale.

[Donnie-M]

@TanyaMVP821 Check a couple things, make sure that you didn't merge another client with this client that has a card on file, I am not even sure that is a thing, but worth checking.  Also, check the transactions closely, see if maybe someone put the wrong customer on the order etc.

Finally, do you have employees?  Double check someone didn't get sloppy.

[TanyaMVP821]

Thank you, John! We check out clients out off the Appointments calendar, so we don't have to attach a customer but I can see why you would advise that. It likely is that my employee handling the checkout was sloppy, but I still don't understand how it could be assigned to another profile. 

[Summer2024]

Hi, @TanyaMVP821 ! Great suggestions, @Donnie-M , and thanks for jumping in here. 

@TanyaMVP821 - the. next time this happens, could you possibly detail the exact workflow that you go through when this happens? It will help us troubleshoot if we are able to see the steps that were done. This may be harder though if an employee makes a mistake and doesn't want to admit it. Also, not necessarily an employee's fault either. It is just hard to tell what could be occuring here with a few different factors in play. 

But, cards on file should not be being assigned to a different person's profile. That definitely isn't expected behavior.