'Amount due' screen appearing after some transactions

[BrittanyH219]

Our POS has a screen pop up after some transactions that says “X” amount is due. “X” amount is the tip that they put in. Why is this only popping up for some transactions and not all of them. Will this affect our drawer or is it nothing to worry about?

[Helen]

@BrittanyH219 Thanks for flagging this. We've heard some reports of this happening when a receipt is reprinted or resent by SMS/email. Is that when you notice this screen too? It shouldn't affect your reports or your cash drawer and we are working to fix this! 

Can you reply here to let me know what Point of Sale you're using (phone or tablet or iPad / Square Register?) and if this is happening when you reprint or resend a receipt? Or if it's happening at other times too. Thank you! 

[mschoonover]

I'm also having this "amount due" issue when we need to reissue a customer's receipt. 

When a customer asks us to resend a receipt, we've started getting a screen that says "Amount due" in the amount of what the customer tipped.

We issued a receipt to one customer, we received the screen message that the amount of her tip was due, and the customer says her receipt shows the total amount (including the tip), but her bank charge shows the amount without the tip. We see a record of the total amount with the tip, and we don't see any signs that the tipped amount was refunded.

[isabelle]

Hey @mschoonover!

Thanks for your post.

Can you reply with the Point of Sale version you're using, and more about what your set up is? (Square Stand w/ iPad, Square Terminal, Square Register, etc.) 

Let me know so I can look into this further and provide some troubleshooting. 

[mschoonover]

Thanks, @isabelle. We have an iPad with a Square stand. I'm not sure how to tell what version we're using (?). But we are set up to download all the current updates automatically.

[isabelle]

Hey @mschoonover!

Would you mind deleting and reinstalling the Point of Sale app on your iPad?

Please don't do this if you have any pending offline payments, open tickets, or transactions awaiting tip. I usually suggest doing so after closing for the day. 

Remember, if your device is in Offline Mode, don’t delete and reinstall the Square Point of Sale app. Pending offline payments will be permanently lost and the funds will not be captured if the app is deleted.

This should resolve the issue. If it continues, please take a screenshot next time it happens so we can escalate this to our Engineering team. Thank you so much for your patience.