Newbie payment help!

[Penelopeswyser]

Hi,

A customer has bought something on my website before I had a chance to link up my bank account. It's only £10 so no big deal but just wondering if anyone knows where the money has gone...?

Thanks 😊 

[tonydow]

If you look in the Balance section of the app it should show if there is an amount waiting to be transferred to your bank.

[Penelopeswyser]

Thanks for replying. There's nothing in the balance so I'm not sure where it's gone 😅🙈

[tonydow]

Ok. Then you could call Square support on 0800 098 8008 and they should be able to advise you.

Regards, Tony

[Penelopeswyser]

Thank you Tony! 

[Sineaid · Accepted solution]

Hi @Penelopeswyser,

Welcome to the Community! It’s great to see you’ve already had some helpful advice from another member - thanks @tonydow!

If you’re not already getting support with this from our Customer Success team, feel free to share a link to your site, I’d be happy to help.

As Tony mentioned, you should be able to see any completed sales in the Balance section of your Dashboard. If you’re not seeing the funds there, could you let me know if you received the order notification on your Dashboard, here? Or is it a case that your customer has told you they placed an order, but you’re unable to locate it?

If a customer has placed an order, but the payment failed for example, you should see it recorded in your Reports under Transaction Status. Do you see anything there to suggest the payment failed?

If you don’t see any record of this Sale, could it be that you’ve logged into the wrong Square account? When you visit the Online section of your Dashboard, do you see your published website there?