Deceive Payments on Square Point of Sale

[Fionawang]

A customer paid £2500 through Square machine by a his bank card at 5 working days before at my fashion shop. We saw that he inserted a bank card and put the password through Square. We checked with the Square shows that this payment was successful. Then the customer leave. 

But after 5 days later, Square told us that the payment method is 'Other' which means that there is no actual fund transaction paid. It is only a record for management.  

It is impossible to process any others or cash in the Square. Because we already set a disable for : Cash or Others. We only use square for bank payment.

Last year, we had a similar problem, after the client paid, the square said that there was no actual funding. So we set the square system only accept bank payment, NO cash NO other payment methods.

We are very shock it can happened no funding even we disable the cash and other payment.

I think that it is a technique problem to read bank card from the Square

This mean we lost £2500 and all fashion good!

Can anyone help for this please ?

[Breffni]

Hi @Fionawang, thank you for flagging this. 

Sorry to hear that you're having some trouble. Unfortunately we don't have access to account specific information here in the Community, but it sounds like our support team have confirmed that this payment was recorded as Other Tender as opposed to being processed as a credit or debit card.

To process these funds and receive the transfer, you will need to contact your customer.

I hope this helps, if you have any other question, please contact our support team directly. 

[Fionwang126]

Hi Breffni,

Thank you for your reply.

Unfortunately, your customer service team did not resolve my issue.

Square is proving to be an unsafe and irresponsible payment system. As mentioned, we closed the “other” payment method, and it is impossible for us to do this manually.

Your IT engineer is unable to provide any data regarding the transaction process when the payment method was changed, which indicates a bug in this crucial step of the transaction process.

[Fionwang126]

Your system lack a strict system to category as a card or cash or other. It is easier to make a mistake.

But your team does not take responsibility when it makes a mistake. It is somehow a big company bully a small business like us !

I will have to continue to complain until the Square pay for own faulty.