Payment failed alert

[TheTruckleTruck]

With the increasing use of contactless payments during Covid-19, I'm seeing a big increase in payment failures. Is it possible to sound an alert when a payment fails, instead of just the tone that sounds when the card is registered?

[Sam_400º]

I was going to reply to totally agree - I've had the same a few times where I've just assumed it all went though. 

But then I remembered this Simpsons episode & wasn't so sure a big DECLINED noise is a great idea 

[tranguyen]

Hi @TheTruckleTruck and @Sam_400º, thank you for your post!

While a big DECLINED noise might be a bit alarming, I can definitely see how having a slightly different sound for declined payment can be helpful especially during busy periods or rush hour. I'll be sure to pass your suggestion to our Product team, it might be a fun task to come up with a nice declined sound! 

[TheTruckleTruck]

Flashing lights and sirens definitely not a way to reassure customers and promote sales! 😂

If a 'payment failed' alert is too off-putting, maybe a 'successful payment' tone instead? Currently, there's just the beep to signal that the card has been registered, which many customers think means the payment has gone through.

[BB68]

It is now 2022 and this issue has not been fixed! I have lost sales as have others. It's not acceptable.

[Breffni]

Hi @BB68, thanks for adding to this thread. 

We do not have an update on this request just yet. 

It's important to ensure to wait until you see the 'Approved' message before your customer walks away. 

We'll be sure to share any updates on this thread. 

[nancylol]

Absolutely! I've lost sale while the staff didn't found out the decline payment in a rush hours, called to customer service team and received an inpatient and disappointed service, no one contact back and I've to kept sending email to follow up the decline payment, nothing they can help end up. 

[Breffni]

Hi @nancylol, thanks for adding to this thread. 

Firstly, I'm sorry to hear you didn't feel supported by our team, that's definitely never our intention. 

I can't look into this specific transaction, but I'll do my best to help here. 

Unfortunately, in these cases, Square is not provided with an exact reason for a declined card, so you may want to ask your customer to contact their bank for more information, usually, the cause comes down to insufficient funds or the card being expired. 

For future payments, it’s helpful to note that payment is complete only after you’ve seen the receipt screen and received notification in the app that the payment was successful. 

We have some additional information on declined payments in our support centre that I'd suggest taking a look at when you can. 

[CJN1612]

This still hasn't been fixed. Losing sales weekly due to this. A different tone to indicate a failed contactless payment should be easy to implement.

[pigsnoseinn]

I agree a noise would be really useful just a shuttle and more distinguishing noise would be great.

[TheTruckleTruck]

Almost 4 years later, and still no progress on this issue.

In busy times, with customers rushing you, it's not feasible to stand staring at the terminal until the payment is approved or declined, but that seems to be the only answer we're being given.

Come on, Square team, it's high time to sort this out.