Customer received notification of transaction / Reader said transaction failed

[ZedOh]

Hello all,

Hoping for advice and I'll keep this brief.

Made a sale.

Customer received notifcation and varification of transaction.

Square POS stated that transaction failed.

Customer showed me their phone to confirm they had received notification of their purchase.

Despite the transaction showing as "failed" from my/the merchant end, I had to let the customer leave with the items as they had be notified as outlined above.

My hands were tied. 

What do I do?

[lawnbrook]

HI @ZedOh ,

Welcome to the seller community.

In this case i would check the transaction history on square. I have not seen an occasion where this was not correct yet. Perhaps there was only some sort of authorisation the customers account, rather than a charge.

I'd be curious to know the outcome of this.

Regards,

Bruce

[Arie]

Hi @ZedOh 👋
 

Like @lawnbrook mentioned, the transaction history in your app is the source of truth when it comes to successful transactions. Sometimes, a customer's bank statement will show a pending payment when a sale fails to process. This will drop off their statement shortly, usually within a few days, depending on their bank. When this happens, you can let your customer know that they will have to make this payment again to process successfully, and that we've already sent a void notification to their bank. 

[ZedOh]

Firstly, thank you (and @lawnbrook) for your reply and comments.

The customer showed me the notification on their phone stating that the purchase had gone through.

In short, my hands were tied. With no phone support, I had to let them leave with the item. The response from Square has been inadequate to say the lease. I am subsequently exploring alternative POS options.