Can you automatically cancel a transaction if credit card is unlinked?

[TintcareSkin]

Is it possible to automatically cancel appointments if a client unlinks their credit card? For example, it is required to have a card on file for an appointment, however, the client goes in and unlinks the card and then no-shows the appointment. Does Square have any type of alert notification for merchants that a card has been unlinked? OR can it automatically cancel an appointment as soon as the card has been unlinked?

[barksandbubbles · Accepted solution]

Square sends you an email notification when a customer unlinks their credit card. 

[TintcareSkin]

Literally all I needed to know! Thank you 😊 

[solomonlashco]

Just curious how to get an email notification every time  someone unlinks their card on file? I have gotten 3 emails about it in the past but I know that others have unlinked them and I haven't gotten any notifications. Wondering why this is? 

[ashc]

Hey @solomonlashco and welcome to the Community.

You should be notified any time a customer unlinks their saved card. Have you tried checking junk or spam just in case to make sure it didn't go there?

If so, I'd recommend contacting our direct CS team to look into it further and file a ticket for your account if need be.

[Alexhall912]

This “no show cancellation” policy Square has is absolutely useless due to the customers are given the option, by square, to take off the card that was put on file at any given time. This in no way protects us from no show clients. 

This needs to be changed! Once you put your card on file, you should not be allowed to take it off unless you cancel that appointment under the cancellation policy provided by that business, they agreed to. 

[maxexito]

I just had a customer unlink his credit card yesterday.  I did receive a notification via email from Square that that he unlinked his credit card just before the appointment.  This resulted in a loss of revenue for me, as I am unable to fill an appointment cancellation on such short notice.  Square should not allow a customer to unlink the credit card if I have a no cancellation policy in effect 24 hours before the appointment.

[RobynR]

Hey @maxexito,

Sorry trouble has brought you to the Community, but I would like to say Welcome!

I understand it can be hard to fill an appointment on short notice. No-show Protection is the best option we have at the moment. I know it’s not ideal for every business.

Feel free to also share your suggestions in our Ideate Room here: squ.re/ideate. This may already be a feature request on our Ideate Board, so feel free to search and state your case on why this feature is important to the platform. Our Product Team keeps an eye on this forum as they are constantly improving our products based on feedback like this.

Please let me know if there is anything else that I can help you with!