Missing transfer

[DrSway]

I have a missing transfer to my bank from June. I have tried to get someone at Square to help track it down with no luck. I have evidence that on the same day funds from my daily sales receipt were transferred to my Square Savings and Square Loan. I've compared the sales receipt from the deposit made the day before and the day after with all of these amounts, but I can't convince Square that a transfer to my bank is missing. Does anyone have advice on who to call or how to get this resolved?

[Candlestore · Accepted solution]

@DrSway ;

I can only suggest calling Square Support and see if they can conect you to someone that knows more about Transfers.  This forum is made up of Square Users to help other Square users

The other thing I notice is that you compared the sales receipt and the deposit made.  The total on the receipts will be different than the total of the Deposit because of the Square Processing Fees and possibly other fees like subscriptions or Transfers Fees depending on how you have things setup.  So I suggest following the steps below to see if you can determine the difference in what you think and what Square Deposited.  

Now I can tell you, the best way to view how your Deposits are assigned is on a computer and goto your Balance Section on your dashboard. 

Here is the link to get you started :  https://app.squareup.com/dashboard/balances 

1. From this Screen Tap the Location or your business name under Locations.
2. Click the Link to View All Transfers    
3. Click the area where the Date range is and a calendar pops up.... Select the Date range where you think the funds are missing  
4. Your Deposit Details will show each depost Amount for the Dates you chose
5. Click on a the line you want to see a Summary of. 
6. This Screen that pops up you will be able to see How Many transactions were done on that date, The Gross amoun, Discounts You applied,Returns, Taxes.  Then a Total of what Square collected.  Then Square will show what was applied to Loans, Fees etc before showing what Square Transferred.
7. Under all that will be a list of All Transacations in this Deposit.  This shows a Collected amount and a Net total amount.  The net total is after discounts and Square fees I believe.

If all that looks Good, at the Top of step 6 there is a section called Transfer with a View Details Link . Step 5 image shows Wells Fargo and the View Details link in Blue right below Wells Fargo *** This will show which Bank account the Deposit was made to and other details for the ACH payment that Square may need to trace this deposit if all these numbers can not be explained. No Screen shot of that Details Screen. 

In my 6 yrs of dealing with Square, I have thought Square missed a deposit or my deposit was not what I thought it should be only a handful of times.

1. I missed the fees  ( Instant Transfer for example )
2. Forgot a Loan I took out
3. Squares Rounding for Taxes ( this ends up being under 30 cents in a month or so )
4. My Transactions List shows Cash or Check Payments which would NOT be in a Deposit Transfer.
5. A refund I forgot about which decreased my deposit.

My point here is missing funds can usually be explained, or found.  Once I started downloading my Transacations Details and using excel to format it correctly to import it to my accounting software, I have not been missing or off by one cent.  We as people can make a typo or forget something and this usually is the problem.