Transaction not charged

[AFFINITYGALLERY]

Our internet was down at the store, so I put Square to offline mode.

When the internet was restored, all but one of the transactions went through. I tried charging it, but it says, 'Something went wrong'.

Is there a way to get this transaction charged? I have tried repeatedly, and can't get it to be charged. All the other transaction went through and were charged.

The card used was a VISA for $49.48 and I have the last four digits of the card.

Can Square help me to get reimbursed some how? 

[AshleyK · Accepted solution]

@AFFINITYGALLERY I would strongly recommend calling into Square Support so they can take a look at this payment in real time and offer any solutions before the payment expires, if there is an issue with the capture. It does sound more like the credit card was simply declined and we couldn't verify that until you connected to the internet. 

Can you please visit the Transaction Status Report on your Square Dashboard to see if the payment is there as declined?

[AFFINITYGALLERY]

I have great news! I did call Square Support and they helped me out. They saw the transaction and noticed that it was "uncaptured". So they were able to put it through for me. The support was great and this is now resolved.

Thanks for your reply!

Ivy

[AshleyK]

I'm so happy to hear that!! Yea, with offline mode transactions it's important to call into support ASAP since many of those payments are time sensitive. I hope you have a great weekend. 🙂