Transactions show completed then VOID out of no where no explanation??

[LabHardware]

We recently purchased a square terminal. On one of our first uses of the device we charged a customer 281.85 their remaining balance on their invoice. 

The terminal showed the transaction completed. Date and Time etc. 

Later on the transaction appears NO WHERE. I called Square and they said it was voided and were unable to produce any sort of explanation for HOW IT WAS VOIDED. I was told to try and contact the customer and collect payment... 

Has anyone else ever had an issue where transactions were VOIDED without intention? 

Completely unacceptable. IMHO. 

[MayaP]

Hello @LabHardware,

Thank you for reaching out, sorry about the trouble you have been having we know losing out on a payment is really frustrating. On our back end when a transaction is voided that is the only thing we can see is the void status, there is no other information given there. When this happens it can generally be for one of two reasons, the cashier accidentally canceled out the transaction and exited the screen before it actually completed, generally we see that happen after the tip screen. Also, payments are automatically voided if they aren’t finished within 5 minutes or the app is interrupted. If this continues to happen definitely something are team can take a further look at. 

[LabHardware]

Thanks for the reply, 

Strangely enough this transaction was shown as completed on the screen, with a time and date stamp... How could it become void after that? 

We are having to make invoices and send them to the customer to fill out and pay instore just to ensure payment and not track down customers for payment.

Our customer was contacted about the issue and said "it went through on my end, sorry your machine sucks!" 

[sayra]

@Planet_Heady- We understand that this issue can be frustrating as technology is glitchy at times. We wish we had a better way of identifying the reason for voided and declined transactions. 

Here is a good article you can refer to if you run into any Payment Failures again. In addition, we encourage you to give us a call directly so we can troubleshoot your account and hardware. We may need to open a ticket with our engineers in case it’s an account specific issue. 

Once again, we’re sorry to hear about your experience with your Square transactions. Hopefully, this does not continue to happen. 

Have a good day. 

[SWCMD]

We have had the same problem 3 times within about 38 days on the same Square machine.

We have preformed the factory reset twice as Square have asked us but still not helping solve the problem.

This machine was brought 28th Dec 2022 and the first time it happened was 23rd Feb, then 26th March and then 30th March.

I have even sent them the camera footage above the register and they still have not fixed or even offered to replace the machine which is under warranty: 

We are a liquor store where customers go and come quickly, so not everyone wants to wait until we call Square for confirmation. Plus it is very annoying as it shows on the customer's phone that the payment is pending so we need to explain to them that it will get voided eventually....but how many times do Square expect users to do with customers.... 

I have uploaded the footage to Youtube to see is the general public / other Square users can help me out: 

Search on youtube "Square POS - Glitch after card payment" we have uploaded the 3 incidences. 

https://youtu.be/W7ayqx8y-Dc

https://youtu.be/Lf1kqvRp38w

https://youtu.be/n1AA5G3lkDM

I am still awaiting a more serious offer of help and advice from Square and a callback from someone senior to discuss the resolution to this. 

One of this support team guys (Kevin), said this is a know problem to Square but no fix has been sent out. 

[LabHardware]

I have resorted to printing a receipt/ticket for every single card transaction.

If the option doesn't show I feel confident the transaction isn't going through. 

This might be of some help for you. I am however only using the small square terminal not the larger register. Shame either way.

[Candlestore]

From watching a video that was posted of the problem, they are not even able to print a receipt.  After the customer Taps their phone a Green Check shows on the Registers Customer facing screen and the Register goes Black with a Square Logo, then the Customer Facing display goes Black and shows the Square Logo.   

Since I do not use the Register I am not sure how to assist here besides saying to check to make sure the Register is Updated and so is the Square software.

[SWCMD]

software is up-to-date, some accounts have the receipt function turned off, to speed up check-outs (and save on paper), really depends on the industry you are operating in 

Either way, once it says approved, it should be approved, and not somehow magically voided which doesn't even show on our end or the dashboard. It only shows voided on Square's customer services end..... 

[Candlestore]

@SWCMD ;

From watching the video you posted it looks like Square is sending out the initial can this amount be approved, then you get the Green Checkmark but then for some unknown reason the Register goes to the Black screen with Square Logo which does not seem right to me either.  This is why the customer might be getting a Hold for the Amount sent, but never finalized because your Register exits the App or whatever that Black Screen is with the Square Logos.  Losing connection or something? 

I suggest calling Square to see if this is an known issue or what is going on.   As I stated I do not use the Register and use Square Stands, which have not given me those errors your are recording.  I have my receipts to Print Manually, so at the end of each transaction, Square shows a Pop up for Text, Email, Printed or No Receipt.

[Candlestore]

@SWCMD ;

Check out this Thread..... Square Register Thread in the Forum... someone just posted a similar issue to what your stating and was instructed by a Moderator (Violet) to contact Square Support and has links in her comment from Tuesday.

Link to the Thread of Delayed Tap to Pay

https://www.sellercommunity.com/t5/Square-Register/Delayed-Tap-Pay/td-p/652441 

[SWCMD]

The same issues just happened again, about 10 mins back, on a new machine!!! so frustrating as it shows approved to us and the customer on the display.