Payment with connection error

[TheTavern]

Hi All,

Had an issue with a connection dropping on Sunday, payment for £41.50 didn’t show as going through on the square app, the is no history that i can see of this transaction, however, as i say to the client i need to re do it, he shows me his phone and on the Lock Screen is the notification of the payment going through, just wondering what happens here? Will the payment ever arrive? Will it bounce back to his account etc?

Thanks

[k_atie]

Hey @TheTavern, thank you for flagging this. I'm sorry to hear that you had difficulty with one of your payments! That sounds very frustrating. 

If the payment isn't appearing on your transactions tab, but is appearing on your customer's bank statement, the likelihood of this situation is that the transaction is appearing as pending within your customer's bank. If this is the case, Square would have notified your customer's bank and sent them back the funds. 

I would definitely recommend getting in touch with our Customer Success team. I don't have any visibility on your account, so I can't guarantee that this is the case. Our Customer Success team will be better equipped at investigating the issue here. You can contact them on 0800 098 8008. We’re available from Monday through Friday, 9:00 to 17:00 GMT.