How to get Square to capture an edited credit card amount.

[Petunia]

I have an online store. Orders come in and the customer's credit card is authorized by Square with me capturing the dollar amount of the sale after the order is processed and ready to ship. Quite often I have to edit the dollar amount charged to a lesser amount. After editing the total to be charged on the customer's credit card I capture the new edited amount of money. Everything looks fine and I am notified that the edited amount I captured will be deposited into my bank account. However, when I go to my Square dashboard I see that the amount captured was incorrect---the original amount charged when the order was first placed is always captured instead. I do have the option on my site to authorize and capture later, which I do have enabled. I have called Square twice trying to resolve this issue, with them saying it is an issue with the host website. After calling my web host twice, they insist the problem is on Square's end. Can someone help?

[Alex_]

Hi @Petunia,

Thank you for posting in the Seller Community. Welcome. 

I'm happy to provide more insight on this. When you have a moment, please let me know what host site or website builder you used to create your site? 

I'll keep an eye out for your response in this thread. Thank you. 

[Petunia]

BigCommerce.

[Alex_]

HI @Petunia,

Thanks for that info. With Square and any third party integration (like BigCommerce), all activation and set-up is handled by the API on their side. Whenever Square integrates with a third party website or platform, Square will only see the payment information being processed from the card that was used during the transaction. We do not have any visibility into the actual back-end mechanics of linking the website to our payment system.

I highly recommend contacting BigCommerce. If they are still unable to figure out a solution, please ask for a ticket or case number to pass over to our Customer Success Team and contact them via email with the information collected.



Please let me know if you have any other questions by replying to this thread.