Customer got receipt with total amount despite using loyalty discount

[Ale88]

Hi,

We have a customer who got 3 items and used a loyalty discount to get one for free but when she got the payment notification on the phone from her bank, the transaction shown was for the full amount despite the fact that in our system we correctly see the discount, is that normal?

How does Square manage this types of discount? I'll try to explain myself better, let's pretend this was her order:

- Item 1, $10

- Item 2, $12.50

- Item 3, $2

Total: $24.50

Loyalty discount for free item 1 = $10

New total showing up on the display = $14.50

She got the bank notification for a $24.50 transaction when she actually paid for $14.50, why?

Thanks!

[Lovewell]

@Ale88 This happens sometimes if the loyalty reward was redeemed after the card was processed. Think of it like when you go to a restaurant and you leave a tip on your card, you'll be notified of the ticket total by your bank and then when the transaction posts it will post at the updated price with the tip included. Same for the discount, your customer will see an amount pending in her account but when the transactions posts it will be at the updated amount with the discount.

[Ale88]

The loyalty reward was redeemed before the card was processed (the customer knew she had enough points for the reward), so the customer and I could both see the discounted amount before she paid, that's why I was surprised when she later called the store asking why the charge was for the full amount.

Anyway this customer stopped by again yesterday, I asked her about the charge and she said everything was fine, she got charged the discounted amount so, for some (weird) reason, it looks like Square charges the full amount at first and then it applies the discount before actually charging the customer's card or something like that.