Customer charged twice but their info isn't in transactions

[Tattingbyliz]

Hi, I had a customer charged twice for a transaction this weekend but none of their information is showing up when I try to search my transactions. What am I doing wrong? They showed me proof of the double charge.

[Candlestore · Accepted solution]

@Tattingbyliz ;

What information of theirs are you looking for?

Did you take their information at the time of sale?

Did you try searching for the item(s) you sold them?

Did you try searching for the amount?

I have people in my store that will buy XYZ Scent and then someon else in their party goes this smells great lets get this one too.  So then that person would have 2 transactions from me but also made 2 transactions on that day and similar times.  

Did you scan the Receipt or in your case the Receipts to search for the transations in question?

Without you telling us what you are doing to look for the transaction, we can not tell you what have done incorrectly if anything.  This would be better handled calling Square support as no one here in this forum can see in your account and help you find the Transaction or duplicate in this case.  Squares support number is in my signature line below.

[Tattingbyliz]

We got this resolved, I was searching with the last 4 of their card and they had given me the wrong number. They are checking with their bank today. Thank you for the help. 

[frances_a]

Glad to hear this was resolved, @Tattingbyliz 

And welcome to the Community!

The information @Candlestore asked for here tends to be very helpful for other community members to efficiently assist when issues arise.

Another good thing to keep in mind if this ever happens again are pre-authorizations.

Some banks will pre-authorize a transaction, then create a new entry in the bank statement for the actual transaction. The pre-authorization usually disappears within a few days (timeline ultimately depends on the bank). This happens mostly for transactions that had a tip added after the card was swiped, but some banks will do it for other transactions as well. 

Hope this helps! 

Thank you.