Offline and Check Closing

[Apt9F]

Hello - 

We had to process a few checks today offline while there was an internet outage. 

I have two problems: 

1.  The checks that were swiped when we were offline never closed when we got back online.  They are still showing as open.  Why didn't they sync?  Do I have to void the open checks that I took payments for in the offline mode? 

2. This leads me to the situation where my staff could not run close of day because the checks are showing as OPEN.  Now I am not in front of my iPad, but on my laptop.  Is there no way to close a check via the dashboard and run end of day?

HELP! 

[_Violet · Accepted solution]

Hi @Apt9F - sorry to see that trouble has brought you to the Seller Community! 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account and open tickets with you. Any urgent, billing, or other account-specific questions should be submitted to our Support Team. We cannot address questions specific to deposits, refunds, bank accounts, or other sensitive details in the Seller Community.

I can speak from previous experience of being on the Square for Restaurants Support Team, this scenario can be a bit tricky and each of these situations is unique. One of our Restuarant Specialists would be happy to take a look into this with you so they can guide you through the steps you'll need to take to get these tickets settled correctly to secure your payments 🙂

If you haven't already, please reach out directly by logging into your Square account and heading here.

[Apt9F]

Thanks for the reply @_Violet 

I finally went on my Square app on my iPhone, and looked up the open checks.  I verified, using my laptop/dashboard, that they were paid and then voided them.  

There seems to be either a bug or a missing sync when the system comes back online.  I will follow up with customer service. 

The issue of not being able to manage part of this process via the dashboard is a larger, world-view discussion. 

Thanks. 

[_Violet]

Appreciate the update and feedback here, @Apt9F!

Yes, definitely get in touch with Support so they can report this to our Engineers as well as escalate your feedback on syncing and management from the Dashboard. Thank you for understanding 🙂