I accidentally undercharged a customer. Am I out this money now?

[Dks]

i accidentally UNDERcharged a customer.....what can I do?

[Tom · Accepted solution]

Hey @Dks, thanks for reaching out to the seller community and sorry to hear about the trouble with this payment.

For privacy reasons, we aren't able to access and share account specifics here, but I want to make sure this gets resolved ASAP. If you haven't already, please get in touch with our Support Team and provide the payment information. While we are not able to charge the payment card for the additional amount, if there is any contact information associated with the receipt — we'll be able to reach out to your customer on your behalf.

Thanks for your patience. Our Support Team will do all they can to help sort this out.

[Shajk66]

I have the same issue - it’s been almost a month and the customer has not responded to my message or several by Square. I have no assurance that Square has sent the messages - I am not copied. Therefore I have no trust in this system and will probably find a different process for billing customers. I am a business - I should have access to customer contact information so I can deal with crooks. 

[LocavoreStore]

I have done this before... Undercharged someone $100. Luckily I was able to read his signature and look him up on Facebook... He and his family are regulars who were happy to come in and make up the difference. 

One of our employees did this a few months ago (undercharged someone $100). Despite having their contact info, them being a regular, and reaching out, we have not heard from them since... If we had not reached out to ask for the rest of our money, that customer would probably still be shopping with us on a daily/weekly basis... Now they will probably never come back.

I feel kind-of indifferent to the practice of finding that customer and asking them to pay up for a previous transaction that I screwed up on... If Wal-Mart undercharged me at checkout, and then they hunted me down a week later to ask that I pay the difference, I would feel very strange and uncomfortable about it... Being a decent person, I would pay them back (because it's the right thing to do), but I don't think it's in the best interest of a business to put their customer in a position like that where they are forced to make a moral decision on your behalf. It's probably best to just let it go.

[Shajk66]

Your opinion doesn’t matter. Since the customer has my product they need to pay. I do not care if they return as a customer. I did not post to hear your business opinion, I have my own. This thread is about how to get money that is owed therefore you should not have joined the conversation. 

[Tom]

Hey @Shajk66, I'm so sorry to hear about the trouble you're encountering with this customer. @LocavoreStore, thank you for taking the time to share your experience and insight. Every business has a different set of needs and this can lead to divergent perspectives. 

This is a touchy subject and I'd like to surface our Community Etiquette Guidelines. As we go forward, let's continue to to be respectful and collaborative with this conversation.

Regarding reaching out to a buyer and where our Support Team comes into play, we'll do all we can to help out. That being said, there are some restrictions on details that we can provide as well as the kind of actions that we can take. For privacy purposes, we are never able to share a buyer's personal contact information with a seller (or vice versa), unless we have consent. In addition, we are not able to edit a payment once it is completed. This would include either charging extra for an underpaid transaction, or refunding an amount that was overpaid. More details on this are available in our Support Center: Privacy and Security.

I realize that this may not resolve the issue of an unresponsive buyer in some cases, but I hope this does offer some more clarity on what we're able to assist with. If you have any other questions or concerns about a specific payment, please let our Support Team know — they'll be able to provide the most relevant information or escalate further.

[LocavoreStore]

@Shajk66 Sorry to overstep. Hope you get your money back

[VanKalkerFarms]

@LocavoreStore  That is some great insight and very valuable information to think about. Thank you for sharing personal experiences, though some may not appreciate it is very valuable. 

[Nonan2]

How do I recover the rest of the correct  charge.  Charge should be $150. But accidentally only entered 1.50

[VanKalkerFarms]

@Nonan2 You will have to contact the customer.  There isn't a way to change a price charged to a credit card after the transaction has been completed. Square sometimes can contact the customer for you given the right circumstances (the customer requested a receipt via email).  You can contact Square here https://squareup.com/help/contact

[Sturge]

I undercharged a customer. How do I contact them for the balance?

[Valentina]

Hi there @Sturge - I moved your posted this thread where @Tom had some good advice about what to do in this situation. Please take a look at his Best Answer, and definitely reach out if you'd like to speak with our team about this transaction.