Square did not save customer data

[PocketHandyman]

Recently I had a customer pay for an appointment with their credit card, and normally Square creates their profile and vaults the card number for further transactions. This is a lifesaver for my peace of mind, but this customer’s info did NOT get saved. No profile was created, no credit card data was saved. I was stuck with no way to charge the client for the upcoming appt. 

Luckily this has worked out in my favour, but if this had been a fraudulent client, (and I have had more than one who has ripped me off for payment!) I would have been inconsolable. WHY didn’t the transaction get saved? . I would have no way to get in touch with them if it had been fraud, no recourse. How do I save and capture customer data EVERY TIME? I had turned on the option to save the card number for future transactions from the time I setup my account, so I don’t get why this happened. HELP!

[nika]

Hey @PocketHandyman- Thanks for joining the Seller Community. That definitely sounds like an odd situation.

Just to clarify- did your client pay at the Point of Sale or did they book and try to pay/save their information beforehand?

[PocketHandyman]

Client made & paid for booking online via Acuity Scheduling, and all prior bookings have saved the credit card and created the customer profile. As a comparison a booking made AFTER the problem one was saved correctly, so this issue was definitely a hiccup in the system. 

[nika]

Thanks for confirming @PocketHandyman. Doesn't look like we've had any other reports of this happening so it's tough to diagnose through the Seller Community.

I'd go ahead and contact our Appointments Team so they can take a look at a few things on the back end.