My client has a receipt with a confirmation number, but my transaction history does not show it

[Belisama]

My client has a receipt with a confirmation number but my transaction history does not show any purchases that match the receipt.

I also searched using the last 4 fo the credit card number and I still can not find the transaction.

I have expanded the date range and still not transaction found.

I don't know what to do since the client gave me the receipt.

[Joe]

Hi there, @Belisama! Thanks for taking the time to reach out here on the Seller Community! We appreciate you joining us. We are happy to have you.

This is very strange, indeed. Usually, if you are not able to track down a specific transaction using search filters from the transaction tab, that may be an indication that the transaction was taken on a separate location or even a separate account. Is it possible that you have more than one Square account?

I will keep an eye out for your reply!

[Belisama]

Hello Joe,

It was a purchase of an e-gift certificate, which is set up though my website processed by squareup, so that should rule out a different location or a different account.  We have never had this problem before and the customer has given me a copy of her receipt from squareup showing it was purchased from my business.  It shows that the transaction was at 10:25 pm on December 23, 2019.

Here is what I did.

In the transactions tab I search by the last 4 of credit card...no luck.

Then I searched by the receipt number...no luck

Then I searched by date...no luck

Then I searched by expanding the dates of the transactions from December 21-December 30th...no luck

Then I searched by dollar amount with the expanded dates and go through each and every one by detail...and yippee it show up that way.

It appears that there is a glitch with the transaction search functions.

At least I finally found it.

[JustinC]

@Belisama - Stepping in for Joe here. We're sorry to hear it took a bit much navigating through your Transactions log but glad you were able to hunt the transaction down. 

Strange that the transaction search tool isn't working as expected. I'd like our Support Team to take a deeper look on the back end to see if there's anything unusual they notice. Mind giving them a call during normal biz hrs so they can gather a bit more info and escalate your case to Engineering if need be? squ.re/contact