Customers Placing Orders getting Charged but order is not coming through

[fpocnj]

I am having a lot of issues and square support was not able to help they said this was just a bug but this is ruining my stores reputation and image. 

Customers are going through the checkout process and there credit cards are getting charged but then they do not receive a confirmation email or order number and we are not receiving the order or the money. They think we are trying to double charge them! Has happened multiple times at this point I may have to just cancel online orders altogether. 

Is anyone else having this issue? 

[Donnie-M]

@fpocnj I think what you are seeing here is an "authorization" on their account and then the actual charge.  The auth falls off if the sale is not completed.  I am not sure what exactly triggers the auth before the actual charge and may have to do with the card issuer.  but I do know, if the customer doesn't scroll all the way to the bottom and hit "place order" they think they have an order because their is a pick up time.  No transaction settles immediately and I have never had a customer come back and show me they were double charged in this situation..on the contrary, they usually go..yea it is ok now.