Has anyone ever been missing a payment in their balance?

[Dreams2careers]

I have a customer that made a purchase and the payment never showed up in my balance. However, the payment was processed. Square hasn't been able to give me an answer. 

[Donnie-M]

@Dreams2careers I would check the transaction first in the dashboard and make sure you have the right  one, the auth code, etc. and can print that out.  Was it an online order? or in person?

Next I would check your disputes just in case it got flagged.  Also, if this was an in person transaction, was it processed offline while in the point of sale?  There was a bug a week ago that caused some issues with offline transactions.

That is where I would start, for a very specific issue like this, I would make sure I have every piece of info you can before contacting support.  What seems simple on our end, is not so simple sometimes other places.

Hope this helps,

Donnie-M

[Dreams2careers]

Thanks actually it was last week. I can definitely call Square again regarding it. And I did have a customer dispute last month. I hope that payment didn't go to the customer.

[Ekramkedir]

hi, do you see the payment on your transaction?

[Dreams2careers]

Yes it's there. But it never showed up in my balance. 

[AshleyK]

@Dreams2careers if you see the payment on your transaction like @ekramedir asked, then the good news is the payment was successful. I would recommend signing into the Square Dashboard to see if you have any alerts for disputes that may be affecting your Square balance.

[Dreams2careers]

I do see a dispute. Does Square send them the money automatically? How long does a response to a dispute take? 

[AshleyK]

@Dreams2careers I would read this help article for details on what the disputes process looks like.