Why did credit card transactions was converted to cash payments

[GSEM]

We ran square for tickets sale for a trade show.  We have run at least 3 shows for the last 4 years and this is the first time that we had this issue.  We only had this issue a day and a quarter of a three day show.  

The issue is, we processed 614 adult tickets on this day.  372 tickets were processed as cash purchases.  242 tickets were processed as credit card, but those ended up showing as cash payments. The problem is we did not take in the cash, so we are out $3,751 for that day. All of the credit card transactions were processed using square hardware and everything showed it was processed correctly.  We are unable to contact these people to handle the transaction again, since they were buying tickets to enter a trade show.

Has anyone had this issue before.  How do we proceed that it doesn't happen again.  

[Kassi_]

Hey there, @GSEM - 

Welcome to the Community! 

Normally, if a card is swiped or the card number is entered - it would never change to cash. The only time there would be an issue with collecting would be if you were in offline mode during and you didn't get your device back online in a certain amount of time. 

It sounds like you did everything correctly and I was able to take a brief look into your account. I wasn't able to see issues with your transactions, but I have a limited window into the information. I am going to recommend reaching out to our Support Team (1-855-700-6000 squ.re/contactsqsupport) directly. From there, they can do the deep dive into your account. 

[flowersspa]

Unfortunately I just came here to see what’s happening because this has happened to me as well a few times in the last few weeks and just caught it. My client was standing right here and about to tap her card when suddenly it says paid and in cash. It was not removed from her account and now have seen this has happened a few times 

[flowersspa]

The reason you wouldn’t see an issue with transactions is because it’s being recorded as cash. So we don’t get cash in hand, they think they paid by credit card and on square it looks like we got paid because it changes it to “paid in cash”. I know for a fact that it was waiting for credit card because it popped up and was waiting for the card.