Customer showing receipt that is not ours - how do I prove it's not?

[DDART1]

We have a difficult customer whose transaction didn't go through at POS and she is arguing that it did and showing us another square receipt that is not ours. 

We have checked our dashboard and the payment is definitely not there, but the customer is adamant that the receipt that she has is for us even though it clearly says 'ebay' and refers to a time in the morning rather than the time in the evening when she attempted to make her purchase.

Is there any way of tracking the receipt she is showing us to prove it is not our business? Any other ideas on how to resolve this?

[Seamus]

Hey @DDART1,

Thanks for getting in touch and sorry to hear about the problems you're having with this customer!

While this isn't something we'd be able to do here in our Seller Community forum, if the customer gets in touch with our support team then they can possibly locate more information about the transaction, provided the customer can let them know a few more details about what they see on the receipt.

Support is available on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time).

[DDART1]

Thanks Seamus. I have been in touch with Square by phone and they were very helpful with suggestion for this problem. Hope we can get it sorted now.