Wrong Visa # Showing on Receipt

[CoffeeFTC]

Customer said when purchasing online, computer asked if she'd like to use her card ending 1234, for example.  She said yes, completed transaction, but the receipt read that the card charged ended in 5678.  In checking her bank account the transaction did come out of her account 1234.  But she cannot figure why a different card number 5678 is showing on the transaction receipt. Ideas?  

She panicked thinking she charged another person's card.  But bank account showed despite wrong visa card number on the receipt, the money came out of the correct place.

[nika]

Hmm that's really strange @CoffeeFTC. Is it possible that it was an expired card of hers?

[DeannasNestEgg]

This just occurred with my customer. They are returning the product and are now fearing using my website.  Have you found an answer to this issue?

[Joe]

Hi there, @DeannasNestEgg - we would request you reach out to our Support Team for help on this one. They can take a dive with you into your Account and look at the transaction specifically.

We will keep an eye out for your contact! 

[DeannasNestEgg]

Thank you, I just sent a Request for Support email.

[forestkat2015]

Two customers who pay at POS by card.  All transactions for both customers are receipted on the dashboard to one of them.  The other is blank.  Only commonality is the final four digits on their credit cards is the same.  This is a medical practice where the  customers (patients) repeat and there is no physical product.  Am asking via my own Square account.  The problem occurs on a different account where I provide office service.  Can provide details if needed.

[JJ_]

Hello, @forestkat2015 

For this particular case, and to protect your privacy and that of your customers, I will recommend you reach out to our direct support team. They will be able to look at your transaction details and get to the bottom of why this is happening. The team can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here.

[ChristineFTC]

Hi All,

I did get word from customer service that this is squares method for protecting data. They will never show the actual credit card digits on the emailed receipt. Unfortunately, putting the words Visa or MasterCard next to a random four digits creates confusion for the end user. It also does not serve for good record keeping or business reimbursements when the customer needs to turn in this info or keep it on file. In both of my customer’s cases, they went down a rabbit trail of searching bank records to figure out what was going on. I’m thankful that square considers the security of our customers, however, the confusion makes for a bad experience. Square, if you would reconsider how to protect customer info AND offer clarity in displaying information on customer receipts that would be really helpful to our businesses. Thank you!

[DeannasNestEgg]

I called Customer Service and didn't get the same answer as you ChristineFTC. They said they couldn't see the name on the account therefore couldn't tell me if the numbers were correct or not for that person. The Customer Service sees what I do so calling was useless.

The customer received the item, so the address was right, but is returning it. So I am very confused by the whole thing. When I receive the item back, I'll just issue a refund and remain clueless as to what went on.

I want to add that since calling Customer Service I have been spammed with fake request for payment emails. Unsure if that is just a coincidence or not. Feeling frustrated and I've only had Square on my website 2 months. Breathing!