Customer charged but no order

[RDSMike]

I have a customer who has reached out for an event we are hosting today, she states that the Money was taken from her account.

She is in my customer directory but no sale is linked to her.

Now I know if she is in the directory she has to have hit the order button, I haven't had a deposit for the funds for her and the stock didn't decrease for the product.

Any ideas?

[Breffni · Accepted solution]

Hi @RDSMike, thanks for flagging this.

Was this an in-person transaction? Could you check both your transaction dashboard to see if this sale has shown up? 

If it’s not appearing in your records but does show on the customer’s statement, it’s possible the sale was voided. A payment can be voided in two ways: manually from the PIN screen by tapping the “x” in the top-left corner, or automatically if the payment isn’t completed within 5 minutes or if the app is interrupted. Voided payments may still appear as pending transactions on the cardholder’s bank statement. You can inform the customer that Square has already sent a void notification to their bank, which is responsible for releasing the hold on any pending funds.

To confirm this, I’d recommend giving our support team a call at 0800-098-8008, available 9 AM - 5 PM, Mon-Fri. They’ll be able to look into this further for you.