Yesterday, we had a table of three guests who requested to split the check into three separate payments. The first and second guests paid using Apple Pay, each including a tip, and both asked for receipts. The third guest paid in cash.
All payments were processed and completed at the time, and the guests left the restaurant afterward. However, upon checking the system later, we noticed that the first and second payments still appear as unpaid in the system.
We spoke with Square support last night regarding this issue, but unfortunately, they were unable to resolve the problem. I personally spoke with four to five different Square customer service representatives, and none were able to fix the issue.
We are confused as to why this would happen, especially since the customers received receipts confirming their payments. This raises concerns about whether the payments were processed properly or if there is a system error or bug.
We kindly ask that this issue be investigated and treated with urgency. We rely on accurate records for both our operations and customer trust, and we hope Square will take this matter seriously and work toward a resolution.
