Why is a customer getting an email receipt when they say they did not use the card fhat is attached

[SunnySideKitche]

Twice now I have had a customer (2 different customers)reply to their square email receipt that this is not their charge. That the email is not attached to that card. And their is no charge on their card.

Any idea what is going on? 

[Candlestore]

@SunnySideKitche ;

I had a Customer in here awhile ago and he made a payment with His Credit Card and his EX-Girlfriends Email address was assigned to the account.  The Receipt was automatically emailed to her.  Another example was a couple was in here she decided to pay cash because when she uses Square on her Credit cards, her husband gets notified, even though it was a gift for him.  

These are just a few examples of why a customer my get a receipt but not make a purchase.  The Square account might be managed by another users email address or the Credit Card is.  Like everytime my wife uses my company card for supplies for the Store I get notified and asked do you recognize this purchase?  I do the quick thing and Say NO, then she would come home and be like oh yea we needed these at Staples so I grabbed them on my way home.  

Now I also have had receipts show up for Harbour Freight from a store 30 miles away from me that I went to once.  The Name on the Receipt and the last 4 of the Credit card did not match me and no idea how I got that receipt besides a security breach of some account they used.  

[Katie_SQ · Accepted solution]

Thanks for reaching out @SunnySideKitche. 👋
I’d be happy to provide some more context behind the automatic receipt process and how these types of situations can occur.

When a customer uses a payment card with any Square Seller for the first time and opts to receive a digital receipt, they're prompted to enter their email address or phone number at the Point of Sale. From that point on, the email or phone number that they originally entered will be linked to that card, and a receipt is automatically sent to the provided email or phone number whenever that card is used at any Square seller, unless the customer opts out or updates their contact information.

While every situation is different, this usually happens when friends enter their receipt information (email or phone number) after they purchase something from a Square Seller together. Receiving a receipt simply indicates that the email address or phone number that the receipt was sent to, was used for receipt delivery at some point.

Square doesn’t change this information. Unless the receipt recipient chooses to opt out or update the information that has been linked to the payment card, our systems assume that the email address or phone number (entered by the customer during their first transaction where they requested a digital receipt) is correct.

It's also worth noting that Square doesn’t share Customer contact information with Sellers that Customers haven’t given their information to directly. Even when Customers are receiving automated receipts after making a purchase with a Square Seller, their contact details remain private, displaying only an obfuscated email (e.g. e**@gmail.com).

If a customer would like to unlink an email address from a payment card for automatic email receipts, they can click Not Your Receipt? at the bottom of any Square receipt and follow the onscreen instructions. To learn more about the automatic receipt process, check out the following article on our Support Centre.

I hope this information helps, but if you have any more questions, please don't hesitate to ask.