Feature Request: Declined Payment Sound

[Madmacs]

In my coffee van business I typically enter a transaction on my Square Terminal and immediately move to the coffee machine while the customer taps to pay. This might happen up to 60+ times per hour so the process is very quick-fire and doesn't allow for alot of extraneous steps, so if one customer's payment is declined I often only see this when process the next customer's payment (by which time the previous customer has departed). Having an audible alarm would provide an immediate alert to a problem and could prevent this occurrence.

[ParkersTable1]

Our small wine and specialty grocery shop has gone to curbside service since March. Our square readers have been mostly great for this, as we can bring them out for customers to tap or insert. 

The issue is that when a cc is declined, the card reader flashes green and beeps in the exact same manner as when a cc is approved.

As you can imagine, this had led to several sales turning into total losses due to not being able to see our POS screen from outside the shop.

A red flash and a different beep upon denial would mean a lot to our business.

[nika]

Hi @ParkersTable1- Thanks for joining the Seller Community and sharing your experience. 

Can definitely see how the reader not being that intuitive when it comes to accepting payments away from the POS app itself can be a hassle. Sorry to hear that you've lost out on some sales because of this lack of functionality. 

We really appreciate you bringing this up in the Community so that we can pass this feedback along to our Product Team for some (hopeful) future developments. Be sure to let us know of any other feedback you have or any questions that come up in general!

[TJC1982]

My store serves a lot of elderly customers who are hard of hearing and they prefer an audio feedback to confirm that their card transaction was approved or declined.  They often don't even look at the mobile device screen to confirm their transactions are approved or hand it back to me after they tap their cards (which is a bit frustrating, but I try not to correct them on it).  As the Reader will sometimes beep when a card is tapped and then requests that the card be inserted or will beep before finding out the card is declined, the noise from the Reader also generates some false positives that I would like to eliminate with an alternative audio feedback.
Since my mobile device has nice loud speakers and can do more than a single-tone beep, would it be possible to add the option for 2 different audio cues that play from the mobile device or tablet when a card transaction is approved or declined?

[nika]

Hi @TJC1982. Really appreciate you giving some insight about your customers' experience. While that's not an option at the moment, I'm happy to pass this feedback to our product team. Happy you shared this with us.

[Laurie_]

Hi there, @Madmacs 👋,

Thanks for writing in with your feature request!

I agree with you that having a declined audio notification for all card types would certainly be helpful for businesses operating in fast-paced environments. I've reached out to our team internally to find out more about the likelihood of this coming to our apps.

It turns out we're currently working on updating our sonic branding (audio notifications) with Visa and Mastercard as we speak. You may start to notice a few custom payment sounds coming through the app based on these changes. However, it's not clear at this time what those changes will look like for other card brands. We expect these changes to be implemented by the end of the year.

In the meantime, I recommend ensuring that you have enabled Payment Sounds within your app. To do this, open your app and select More > Settings > Checkout > Payment Sounds. Toggle this option ON for audio notifications to play every time a successful Visa or Mastercard payment is made. If you don't hear the sound, it's an indicator for you to check if the payment was successful.

[Madmacs]

Excellent, thanks for your response.

[BandicootBooks]

Similar to the below link, I operate in a fast pace retail environment. Each day I have two bills from Square, one for the payment processing costs, and a virtual one for any sales we missed because staff did not get an audible alert that a card had failed and the customer got the item for free.

I'm sure coding the Mastercard/Visa branding was fun but having different sounds for Mastercard and Visas is useful to exactly 0% of customers but having an alert for failed cards would be useful to about 100%. 

May I suggest that users can choose their own failed card alert so that if we don't want to play a loud shaming klaxon (like most of your competitors) we can instead choose something that will grab our attention without making it a negative customer experience. 

That would really make Square stand out in the marketplace.

https://community.squareup.com/t5/Orders-Menu-Items-Catalog/Feature-Request-Declined-Payment-Sound/m...

[JTPets]

Made this post in the ideate section and tag me, I would also like to add email alerts for failed transactions online and instore - a number of them back to back could set off fraud alert behaviours for staff and owners prior to fraud being completed.

IE: 3 credit card declines online before a larger order placed from a new customer would set up alarm bells for me.