Afterpay Orders Not Going Through

[DinaLRosenberg]

Hey everyone...

I need help re: Afterpay. I have a customer that ordered online via Afterpay. They were charged their first payment but we did NOT receive any notification of the order and it isn't showing up in transactions.

I've tried to send the email to our Internal Square contact but they want me to call the 800#; the screen shots are important and I'm not sure how I'm supposed to explain something that really needs to be shown (honestly- we really should have email points of contact for each product).

So I'm asking here if any Square Mod's can direct this to the correct Afterpay person.

[DinaLRosenberg]

[Ellie_]

Hi there, @DinaLRosenberg,

Thank you for reaching out to us about this. We are going to reach out to our team about this and see how we can get it escalated for you. As soon as I have an update, I will let you know!

[DinaLRosenberg]

Thanks so much 🙂

[MayaP]

Hey @DinaLRosenberg, assisting @Ellie_ with this, 

Can you confirm with the customer if the payment went through? 

[DinaLRosenberg]

The payment went through on Afterpay but not on Square.

[MayaP · Accepted solution]

Sending you a private message @DinaLRosenberg. If that payment isn't showing in your transactions then it might not have gone through. 

[DinaLRosenberg]

It actually went through to the customer- she had to contact afterpay directly for a refund.

[RobynR]

Hey @DinaLRosenberg, if the payment didn't go through on Square, then the transaction isn't complete. This could happen if the card on file for Afterpay is declined.

The screenshot above shows the charge on the customer's account, but it doesn't indicate whether the transaction is completed or pending. If the customer's card was declined, their account will show a pending charge, which will usually drop off within 3-5 business days, depending on their bank.

Please let me know if you have any further questions.

[DinaLRosenberg]

Customer reached out again and said that Afterpay is drafting the 2nd payment tomorrow and I'm not sure what to tell them.

[RobynR]

@DinaLRosenberg, if you don't have the completed transaction within the Square system, there's nothing we can do on our end. Without a completed transaction, there's no payment to dispute. Since the customer is receiving this information from Afterpay, they will need to work with Afterpay Support to resolve this matter.