Troubleshoot Taking a Payment

[DorchesterLions]

Yesterday one of our readers did not go green when ready to be tapped.  The check mark came up upon completion of the transaction.  The transaction report and xls report does not show any transaction fees.  The usual email from square shows the total tap value will be deposited.   

So the questions are.... has anyone encountered this before?

Does the fact that the green light isn't coming on before tapping ~ mean that somehow the transaction fee is waived?

I have two tap readers and tried my 2nd one ~ when I noticed this issue ~ and it did have a transaction fee on it....... but as noted....... on a 2nd reader

Thoughts?

Suggestions?

Thanks

Your friendly local Lions Club

The title of this thread has been edited from the original.

[Laurie_ · Accepted solution]

Hi there @DorchesterLions, 

Thanks for reaching out to us here with your question, and welcome to the Seller Community! 👋

To clarify here, Square's fees are fixed and will apply to every card transaction processed using Square hardware, when processed manually or entered online. 
 

What you've described sounds like you may have experienced a disruption in the connection between your Square Reader and your device. Sometimes, the Square Reader may disconnect during a sale (due to environmental or network issues), and other payment options, such as cash will appear as a default. It's important to check the payment is still being processed as a card payment if this occurs.
 

You can double-check the payment type associated with this transaction by navigating to your Transactions page in your app and selecting the transaction you wish to view. The payment type will be listed on this page.

You can Manage Payment Types with the Square App to remove these Other Tender payment types. 

For specific transaction support, we recommend reaching out to our Support Team directly as they'll be able to take a look at your payment history with you.

If you'd like to speak with our Support Team by phone, you can give us a call at 855-809-9000 between 6 am - 6 pm Pacific Time Monday - Friday. 

You can also get in touch with our Messaging and Email Support Teams here. 

[DorchesterLions]

I thought I replied to your reply but don't see it in the thread.  I am not questioning the fees and understand the process and rates for same....   The system did not go down as all transactions show as being completed and we did receive the standard notice of the amount to be deposited.  The 'problem' was that there were no fees assessed by square on any of the transactions that were processed on that date ~ where said transactions were made on that specific reader.  Transactions were assessed on the 2nd reader......... but not on the one with the 'light' issue.

Thanks

[Laurie_]

Thanks for sharing this information, @DorchesterLions.

Again, this is a question better suited for our Support Team, given it's a specific hardware issue and we'd need to test your device to see if we could replicate the issue you're describing and confirm the card processing fees that have or haven't been charged on this occasion.

This is not something I've heard of before, and the reader functionality should not have an impact on whether fees are charged or not. 

When you have a moment, please reach out to our Support Team with the information provided above.