Square seems to throw away cash transactions while offline. Does anyone else see this?

[semvaart]

We do not use a Square cash drawer but we run all of our cash transactions through Square to have a consistent report. When we process a cash transaction while our Square Stand 2 is offline, the transaction disappears after Square comes back online. This cash transaction is not addressed in any of the Q&As I saw on the Square offline topic. This looks like a bug.

[VanKalkerFarms]

I have never had that happen.  I would recommend calling in to support and they can troubleshoot.  They can look at logs and see what happened etc.

[semvaart]

Thanks.

[semvaart]

I found out what the base problem was on this one. The artist (we are a small art gallery) was not generating a receipt, so the cash sale was not "closed." After some time, or perhaps after Square came back online, the transaction was thrown away. We now make artists generate a receipt whether the customer wants it or not.

[semvaart]

We have more information on this by now. It seems that if you don't do "something" that Square can determine is generating a receipt for a cash transaction, Square will not recognize the transaction as a completed transaction and will throw it away. This is disorienting when Square "commits" a credit card transaction when the credit card is charged whether there is completion through the receipt part of the sales process, and you have to complete the receipt part of the process for a cash transaction for Square not to throw transaction away.

[VanKalkerFarms]

it sounds like they aren't completing the transaction and then yes it wouldn't be a transaction.

Items in cart -> click Review Sale -> click charge -> click cash -> type in the amount if different from the total, or just hit tender if correct amount.  At this point the transaction is complete and you are at the receipt screen where you can even let it time out sitting on the receipt screen and it will still be a completed transaction, or you can select no receipt or whatever option you want.  Choosing a receipt is not necessary to be a completed transaction.

I'm not sure where in the steps you are losing the transaction, but I just ran a half dozen now and run 20,000+ cash transactions a year.

Now re-reading this thread I see the original is talking about offline transactions, I do not do offline transactions, but thousands of people do.  I can't imagine that all those transactions are disappearing because people selected no receipt during checkout.  @TheRealChipA do you have any input on offline transactions?

[TheRealChipA]

In the past year, I have done a number of offline cash transactions. I never lost one, as long as it was completed to cash. And I probably only print 1 in 20 receipts for cash transactions. Honestly. This sounds like it might be an account-specific issue because if it were system wide there would be many posts about it. This is the first I’ve seen. 

Depending on how long it has been since this happened last, sending a support ledger to square might be a good idea. Maybe they’ll see something there. But first call support to open a case and let them know why they will be receiving that ledger.