Debited twice from client Account but showing one transaction in seller account

[LouiseFong]

My client got money debited twice but I received only one time. Due to which I had to issue refund even though I had received it once. 
Has happened same with another client. There were two pending transactions on the statement as I told them the second pending charges will be automatically drop off a bank statement in few days but still the payment gone through from their account which is I have to issue refund for them..

This issue is making me loose my business. Please help me resolve this issue

[lawnbrook]

@LouiseFong ,

That definitely doesn't sound right. Did you perhaps refund the charge and re-issue? Refunds can take several days to return to the customers account.

If you review your transactions on the dashboard, and you still believe the customer has been charged twice then you definitely need to get on the phone to square support and have them review the transactions.

[LouiseFong]

I did reviewed my dashboard and it shown only one transaction even tho I send them a screenshot of dashboard too 

That’s why I told my clients the second pending charges will drop off after few days but then they send me a screenshot of bank statement.. The pending is gone through 😞 so that I have issue refund for them no matter what.. Whatever I earn from them I returned to them 😩

I’ve emailed support I’m looking forward to hearing from them 😞

[Laurie_]

Hi, @LouiseFong, sorry to hear you've had this experience with your recent transaction.

The behaviour you have described sounds like the transaction was interrupted or voided at the time you attempted to process it. 

This can be due to any number of the following reasons:
 

1. Payments can be manually voided from the PIN screen by tapping the “x” in the top-left corner.
2. Payments are automatically voided if they aren’t finished within 5 minutes.
3. Transactions may not process if the Square app, device, or network connection is interrupted at the time of payment.

It’s important to note that with Square, a payment is never finished until you have received the in-app notification that the payment was successful. A good way to confirm this is by checking the Transactions within the app on your device, or your Square account online. If the payment does not show up in your history but appears on a customer’s card statement, you can be sure this is only a pending charge and not an actual transaction.

In the event your customer claims they were charged, please reach out to our Support Team and ask them to verify the recent payment activity on your Square Account. We also advise asking your customer to reach out to their bank directly to confirm their bank's process for releasing pending charges.

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time), or contact us via online chat or email. See the below steps.

1. Sign in to your Square account

2. Head to our contact page https://squ.re/3AWfZs2

3. Go to "Other", then "I don't see my issue"

4. Click "Message us", "Email us" or "Call Us"

Or, if you see the new chatbot help flow, type “support” to bring up a list of contact methods.