transaction declined

[livingbalance]

I had a transaction declined on my terminal, however it showed up as a withdrawl on my customers account.  It doesnt show in my list of transactions for the day, however it appears as through the money has been removed from his account.

Please advise

[Breffni]

Hi there @livingbalance, welcome to the Seller Community. 

It sounds to me that this may be a void transaction, which means the payment was not successfully captured and the cardholder was not charged.

Void payments usually show as a pending transaction on the cardholder’s bank statement. You can let them know that Square has already sent a void notification to their bank, and it’s the bank’s responsibility to release any hold on the pending funds.

There are two ways a payment can become void. Payments can be manually voided from the pin screen by tapping the “x” in the top-left corner. Also, payments are automatically voided if they aren’t finished within 5 minutes or the app is interrupted. 

To confirm that payment was successfully processed, you can check the Recent recent Transactions within the app or your online Square Dashboard, otherwise, you can contact our support team directly who will be able to confirm if the transaction was indeed void. I can't check here as we don't have access to your account on the Community. We can also provide an email confirming it is Void on our end should your customer request it. 

I hope this helps!