Void / Cancelled Payment Receipts

[ChillNL]

We have been with Square around 8 weeks.

With every other Eftpos machine, if a transaction fails (insufficient funds, comms error etc.) the machine will print a void / cancelled receipt.

Square very briefly displays a communication error on the screen, and we have to ask to take payment again.

The problem with this, is that most customers will receive a notification on their phones of the transaction, and are very reluctant to pay again as they can see the transaction on their bank statement.

As a business owner, the only way I can see this failed transaction is in the Transaction Status report.  Our team on the floor don't have access to this.

We need the ability to see the failed transaction in the transactions listings to show the customer on the Ipad or a a receipt to print.

This is costing me money when customers refuse to pay again - and to be frank, I would be reluctant to as well if the transaction is already showing on my bank statement.

[lawnbrook]

Hi @ChillNL,

Ive seen this  max a couple of times over several year, and yes, it can be  a problem.

That scenarios is explained here (Pending Charges): 

Payment Failure Troubleshooting | Square Support Centre - AU (squareup.com)

If the customer checks their banking it will show as a pending charge (as aposed to a real charge).

I don't thin, in this case, a receipt could be generated as there would be no info to put on it.

I think square is likely doing an auth followed by a charge.. and the interruption happens in between.

It may be worth adding it as a feature request in the most appropriate section here:

Feature Requests - The Seller Community

Regards 

Bruce

[ChillNL]

This is a multiple times a day issue for us.

Most banking apps don't show this as a pending charge. It will show the first charge, and customers are very reluctant to allow us to charge again.

As per all other Eftpos providers, they print a Void receipt - which says transaction for $xx.xx has been cancelled.  At least we could give them some evidence.

I went through my Void report on Square the other day.  This has cost me around $1500 in 4 weeks.  I am livid.

[lawnbrook]

Hi @ChillNL ,

I'd definitely get in touch with Sqaure support, I'm concerned as to why you are having so many voided transactions. 

Bruce

[ChillNL]

I have spoken to them - it is a communication error between Square and the issuing bank.  I have been read the same information over and over by support and my account manager.  The solution of asking a customer to look at Square support pages just isn't ok.

If we can't get payment due to customers being unhappy to pay a 2nd time, we have to manually void that sale at the end of the day.  

[Laurie_]

Hi @ChillNL,

After reviewing this thread, I wanted to step in and provide some additional guidance.

You can indeed print what we refer to as a "Void ticket" to give to your customers when a payment is voided. There might have been some misunderstanding in how this was communicated this with our team, as it's not exactly a receipt, but it serves as proof that the transaction was not processed by Square.

Configuring your settings to automatically print these void tickets is quite straightforward through your Printer Profile, or Printer Station, by toggling on the option to print Void tickets. You can find detailed instructions in our online guide for Printer Profiles.

Let me know if this is what you're looking for, or whether you have any further questions about this!