Square canceled a tapped payment and now I can’t get the money

[CoolFrenchGirl]

A customer tapped a payment. It approved. It did all the same things her boyfriend’s payment did. BUT after she left Square said “oh we have connectivity problem” then when I checked again Square cancelled the payment!

It’s a tourist and I don’t have her info. Her boyfriend paid moments before her but it was also a tapped payment. Can I track the boyfriend down Square? Or is it like sorry you tapped and now you are SOL?

[JK_Fiber_Art]

There's a possibly you can get some customer info but, it depends on how much info the Customer has previously shared with Square.  Login to your Square Account Dashboard, select "Customer Directory", look for Import/Export at the top of the page, select "Export Customers", select "All Customers", select "Export", then "Download" - the downloaded CSV file contains more data Fields than the canned Reports do - you may get lucky and have at a minimum the Customer's full name, there's fields for more details like email and phone but, that will all depend on the customer's history and any previously supplied info to Square.  No guarantees you will get everything you need but, worth a try.   Note, per this site, no recent Square system issues have been reported so as to why there was a connectivity issue - who knows - could have been something local.   You can also try speaking with Customer Support to see if there's anything assistance they can offer as they have the ability to look at your info - the Community cannot.

[CoolFrenchGirl]

Hi, thank you for this amazing response. I will try what you suggested. 

We used the boyfriend's hotspot to process both charges because we couldn't access the onsite wireless network at my hosting pop-up event. 

I imagined it was that after the payment was processed the boyfriend disconnected his hotspot and then Square decided it needed extra time online, which it didn't have.  

I just wanted to let you know that we will see. Fingers crossed. Thank you so much for your time though this was very much appreciated. 

[Sineaid · Accepted solution]

Hi @CoolFrenchGirl!

Welcome to the community, and sorry to hear about the payment issue. 

I just wanted to add to the helpful reply from @JK_Fiber_Art - Awesome advice as always!

If there’s a profile for the customer in your directory, you’re able to reach out by sending them a Direct Message right from your online Square Dashboard.

If you sent them an SMS receipt, then our customer success team can reach out to them on your behalf and request that they contact you. If you’d like us to do this, you can call the team on 1-855-700-6000 - Monday to Friday, 6am to 6pm, PST. 

If you didn’t send an email receipt and don’t have the cardholder’s contact information, you may have to wait for your customer to contact you.

To make sure you can always contact a customer, we recommend emailing them a receipt, adding their contact information to their customer profile during a sale, or using our Email Collection Tools.