Invoice paid but zero balance

BrinyTink67

I sent a customer an invoice, they paid it in full at 11pm on Sunday night. I got an email that the invoice was paid in full. My square balance is showing zero balance and it is now 7am Monday morning. The invoice was for $1400. What should I do? I do not have an information requests pending.

TheRealChipA

@BrinyTink67 This is difficult to help with because you give so little information about the transaction. Do you know the payment method the customer used? Was it possibly ACH, rather than a card? Also, is $1,400 an unusually large transaction for your business? Last question... since it is 7am, did you look at your Balance activity to see if Square already initiated an automatic transfer to your linked bank account?

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

BrinyTink67

The customer paid using Afterpay. $1400 is a large single transaction for my business. My business is relatively new and I was going to send 2 separate invoices but the customer preferred one invoice. I have automatic transfer turned off.

TheRealChipA

Thank you. That helps a lot. While a larger than normal single transaction can sometimes be delayed, that is usually not the case with AfterPay. As far as I can tell, those should show up pretty much immediately. That means that since. you have automatic transfers off, you'll need to get on the phone with customer support and have them pull up that transaction.

First, though, let's try something. There is a new funds reconciliation beta report that can be accessed on your web dashboard > Reports > Accounting > Reconciliation. Run that for the day your customer paid the invoice and see if that gives you any more information. If not, customer support will be your next step.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!