Square stand not syncing with Square terminal

[BakingLife]

Hi, we are a Canadian company and when we started our business we ordered the Square stand with an iPad with the contactless and chip device.  Because many of our customers use a bank debit card that does not tap and they need to enter a PIN and at the time Square did not have the means to support this we opted to use Square for inventory and sales tracking but not for credit/debit transactions.  We had to enter into a contract with Chase to have a debit/credit card terminal for our customers to use.  Due to COVID-19 we have installed a plexiglass screen across our sales counter (we are a bakery & local food market) and wanted a touchless device that synced with our Square stand that would sit on the customer side of our security screen so we were not having to enter sales data and pass any device to customers that they would touch and pass back to us.  We talked with someone at Square and were under the impression that the Square terminal was exactly that.  When it arrived we realized it wasn't at all.   We are trying to not return it and stick with all sales going through Square one way or another but there is a HUGE issue.  We have thousands of items for sale in our food shop.  We enter each transaction on our Square stand and when the customer can't tap their debit no-tap card we enter the total amount into the terminal and pass it to them BUT the terminal is recording the sale and the stand is recording the sale, artificially inflating our sales which is a logistical and accounting nightmare.  The only work around I can see to using the terminal and not returning it is that when a customer tries to use their card and it doesn't work on the contactless device attached to the stand we have to then delete the transaction and re-enter it on the terminal.  Obviously this is super time consuming, frustrating for customers that are already waiting patiently while we restrict numbers of customers in our shop right now.  Why don't these Square devices 'talk' to each other?  If I enter the transaction by item (to control inventory levels) on the stand and enter the total value of that transaction on the terminal it should only record one sale not two.  Hopefully this makes sense.  The alternative for us is to return the square terminal and go back to the way we did things by NOT entering any credit/debit sales through Square.  Please help.

Thanks,

Leanne

Five Girls Baking, Nova Scotia

[Kassi_]

Hey there, @BakingLife - 

Thank you for reaching out! Correct - if you use the Terminal and Stand together, both will record the payment. Each of the devices are standalone devices and cannot be used together you're asking about. 

Is the Chase terminal hardware you are contracted to use? 

You can clean the Terminal with any electronic safe cleaner at the end of the day, since it will be handled by customers. 

Please let me know if you have any other questions!

[BakingLife]

Thanks Kassi,

Yes that is what we figured out and it's really too bad.  We were going to break our contract with Chase but will need to keep it and return the Terminal we bought.  Hopefully my earlier message made sense.  Since we use the Square stand to record every transaction it makes no sense to have to delete a detailed transaction and re-do it on the Terminal for customers who do not have a tap feature on their cards.  I wish Square would make this happen.

Thanks for your reply,

Leanne

[Kassi_]

@BakingLife - 

I completely understand. Thank you for reaching out with your feedback!