Transaction items showing 'Custom Amount' instead of actual items sold

[lisa_n]

I've had a few transactions in the past couple of months that instead of showing the actual items purchased, it shows a single "Custom Amount" as the item. I had one or two of these happen in December, and another one happened yesterday.

I know for a fact that I had entered every single item from our library on the sale for this transaction, because I double checked the items before cashing the customer out. I own a brewery, and a number of the items on the sale were 4-packs of beer. It's highly important that these show up on the item sales report (and not 'custom amount') as that is what I rely on not only to keep inventory updated, but also for calculating State and Federal taxes I am required to pay on these items (this is a different tax than the sales tax). 

[Sammie_C]

Hi @lisa_n, thank you for your post here on the Square Community!

Having correct reporting is incredibly important, and I understand your concern. I went ahead and reached out to our Account Services team on this and they had a few questions for you:

• Are you using an iOS device?
• Do you by chance have an example or two of the impacted transactions?
• Could you please provide the dates and amounts of those transactions? 

It looks like this issue has popped up before for a few other Sellers, and it may be due to a discount being applied. So that our Engineers can look into this further, could you please fill out the above questions, and we can continue looking into this for you.

[lisa_n]

Hi @Sammie_C , here is the information. Please let me know if you need any other info, as I'm happy to provide...

Yes, the devices we use are iOS – a combination of three iPads (one of which is in a Square stand, and two which are mobile with swipe readers), a Square handheld terminal, and my iPhone. It appears that the 4 transactions I’ve had the ‘Custom Amount’ issue so far have been on the iPad we have on the Square stand (not sure if that's a coincidence).

Details of the 4 transactions I’ve seen (I had three in December and the one this past weekend)…

• The most recent was February 14, 3:40 PM EST, transaction detail below. This one I remember cashing out myself, as I double checked the 6 different 4-packs were itemized correctly. There were two discounts applied - our 10% "AHA Member Discount" and a $10 "Passport" discount:

     

• December 27, 2025 7:37 PM EST. This was for an employee so the items would either have had our "Employee 50%" and/or "Employee 35%" discount:

   

• December 18, 2025 8:55 PM EST. This is an employee, so the same situation for discount as the prior example:

   

• December 7, 2025 5:39 PM. This is a customer who would have had the 10% "AHA Member Discount" (but is a different customer than the first example).

   

The last thing I will note is that in the same time period (December through now), the employee in the two examples above (as well as many other employees) have completed transactions with the employee discount without issue. I've also had many customers with the AHA Member and Passport discounts complete transactions without issue.

Let me know if there is anything else you need.

Lisa

[Sammie_C]

Thank you so much for all of these screenshots and information, @lisa_n! I am going to go ahead and get this escalated to our Engineering team, so they can look into this further. They may be reaching out to you over email in the coming day, but I can keep an eye if they need any information on this side too and will keep you posted.

In the meantime, please let me know if you have any other questions.

[lisa_n]

Hi @Sammie_C ,

I'll definitely look up and provide those details. Do you want me to provide that information in a reply here or send via an email? I do know that the one that happened last week did have a discount. I'll get the details together.

Thank you,

Lisa 

[Sammie_C]

Wonderful!

Yes, feel free to post them here on this thread. Feel free to blur out any personal details of those transactions too.

I will keep eye out for your reply.

[ShannonW]

Hello -

This same thing is happening to us as well. It has happened 3 times since January - this never happened prior to that. We are using iPads with the Square stand. There is a generic "Sales Tax" that is getting added as well that doesn't line up with any of the Sales Taxes that we have in use in Square which is troubling as well. There is a good chance there is a discount being applied to these transactions, but it's hard to tell because I haven't been present for all of them or rang them in myself.

Here are the transactions:

Thanks for looking into this!

Shannon

[Sammie_C]

I am sorry to hear this seems to be happening to you too, @ShannonW! Thank you for sending those examples to..

I have filed a ticket for our Engineers to look into this issue for you as well. You should be hearing back over email from them, but if not, I will keep you posted with any updates here.

In the meantime, feel free to ping me if you have any other questions or concerns.