How do I reinstate a cancelled transaction?

[mreb]

The Square app (using magstripe reader) wouldn't allow me past the 'tip' page even though it was a merchandise sale and no tip was desired. I had to press 'cancel' to get out of the tip page. Since the card reader returned an authorization code I assumed the transaction went through, but later I discovered it was cancelled! Can I still reinstate the transaction and can Square take a look at the software and fix this SERIOUS problem?

[GlassJudy]

If a transaction has been completed, there's no way to go back and edit or redo it.  Have you looked at your Transactions page for that date to see if that transaction has been completed?  From your Dashboard, click on Transactions, then set the date to that day and see if that transaction shows up.  Either way, though, you will not be able to redo that transaction, so your best bet is to contact the customer and see if he/she would be willing to come back in and process their charge again.  You'll want to tell them to check their charge statement online or by phone to make sure they know that the charge wasn't processed.

Finally, no matter how that turns out, you'll want to contact Square's support team to have them look at why this happened:

You'll need your customer code to call.  Follow the instructions below on how to get it.

Go to Square's support page.

Click “More”

Click "I don't see my issue"

Click "Call Support"

Write down your Customer Code

Call 1  855  700  6000

[mreb]

This was a sale at a remote location with the customer in a hurry. My attempts to complete the transaction normally were futile as the app kept hanging on the tip page. I finally had to let the customer go and hope the transaction went through as the app led me to believe with the return of an authorization code. Fortunately the loss was only $10 but still unacceptable. I'm looking for other ways of handling credit sales besides Square which has proven itself most unreliable.

[VanKalkerFarms]

You canceled the transaction by clicking Cancel.  so, therefore, no transaction took place and there is not a memory of card numbers that Square processed to try a transaction again.  you will have to contact the customer if you know who it was, but beyond that, there isn't a way to try it again.  Hitting cancel is never a good idea midway thru a transaction unless you are trying to go back on a sale.

[mreb]

I hit cancel because there was no other option available for getting out of the 'tip' page. This was clearly a software bug and I am very unhappy with the shoddy performance and complete lack of response from this company. 

[Kasey]

How can I charge a unconfirmed transaction that was cancelled

[ashc]

Hi @Kasey,

It looks like this question has been answered in the Community before so I moved your post to the existing thread for it.

Check out @GlassJudy 's answer above for more details.