Incorrect seller information on text notification that customer received post sale

[GalaLSL]

We are a small company that uses Square to process our credit card sales.  We have 1 location only.  A customer shared a text that she received following the sale, and it included incorrect business details, which caused her to dispute the charge. 

Our information in the My Business areas is correct.  Our receipts are set up correctly as well and have been tested.  Where do we verify what customers see via text post-sale? When I test, I receive a correct text receipt. 

Our customer received the attached image via text showing Lone Star Kolaches rather than our Lone Star Learning details.  Any advice would be appreciated.  Thanks! 

[Katie_SQ · Accepted solution]

Thanks for reaching out about this, @GalaLSL. 

I'd like to clarify - is this text message your customer received from their bank, or from Square? The image you've shared doesn't appear to match Square's standard text notification format.

After reviewing your account, I can see that your receipt details correctly point to your business, Lone Star Learning. However, I noticed your location settings list a PO Box rather than a street address. This could potentially cause geolocation issues that might lead to incorrect business identification for certain financial institutions. This type of discrepancy sometimes occurs because some financial institutions can associate payments with nearby businesses based on geolocation. This is typically related to the payment method being used rather than your Square settings.

When investigating similar cases, I've found instances where SMS receipts displayed incorrect business information due to outdated Google Business Profile data. To ensure your Google Business Profile is properly synced with Square:

1. Sign in to your Square Dashboard and navigate to Settings > Account & Settings > My business > Locations

2. Look for the Google Business Profile banner at the top of the Locations page and click "Get Started"
3. Click "Sign in with Google"
4. Select your business account in the pop-up window
5. Review the requirements and select "Allow"
6. Choose the category that best represents your business and select "Continue"
7. Complete the fields with your business information
8. Select "Publish"

As an immediate first step, I recommend updating your business address in the Square Dashboard (under Settings > Account & Settings > My business > Locations) to list a street address instead of a PO Box, and reviewing your Google Business Profile settings for any discrepancies.

Please let me know if you have any other questions!