Declined payments are pending on customer's bank statement

[navasarah]

The title of this thread has been edited from the original: Double Declined, but Doubled Pending Charges on Statement

I was trying to manual enter a credit card on my Square on my phone. I enter everything and it said card declined. so I tried again, same thing Declined.

Reached out to customer, she states there is a double pending charge on their AMEX statement.

Is this normal or can someone please help me with getting them a refund of the second charge.

also the transaction is not showing in my transactions log.

Please help. App is up-to-date

[pessosices]

Hey @navasarah 

@If the payments were declined, and the charges are just pending, then the customer was not charged and there is nothing to refund. Pending charges are typical in declined cards, and can show multiple pending charges if it was declined multiple times.

Especially since the payment does not show up in your transaction log. 

The pending charges will drop on the customer’s account within a week. 

You do not have to, and should not, do anything. 

[_Violet]

Hi @navasarah- Thanks for reaching out to us here on the Square Seller Community👋

Sorry to hear you're having some issues with this payment. As @pessosices stated: because the payments were declined, this means that your customer wasn’t actually charged, but declined cards may result in pending charges on your customer’s bank statement. This declined charge should disappear from your customer’s statement within a few business days.

If you'd like, you can reach out to our Support Team and they can take a look at your account to see if we can find some more information as to why this payment declined so we can retry the sale. For more information on why payments can fail, please see this article from our Support Center.

I hope this information is helpful but please do let us know if you have any additional questions. Always happy to help! 😊