Here's what happened. How did it happen? What can I do as an owner to keep it from happening?
A transaction with a CC was made and everything was normal (chip, approved, sign here, new sale). Customer leaves with our product. Hours later we check our totals and something doesn't look right. This transaction isn't in the report. I enter chat with CS and the rep says he can see the transaction and it apparently "timed out" and was declined. As far as why it didn't show declined there is no answer. So I called CS days later when the call center was open and, even though the rep was very nice and even put me on hold to ask someone's opinion on what happen, the shortened answer of what he had to say is "tough luck". He had no idea why it wouldn't have shown "declined". Nor why it even got to the "sign here" screen. His suggestion is to look at the transaction status report after every customer. But this transaction never showed up on any report available on the mobile app. If I need to check this report after every transaction before I let every customer leave with my product then I feel as if my faith in Square has been misplaced. Is there any way to force it to warn me of this situation where something is approved yet declined?
Caveman Creations
Laser Engraving / Woodworking
Since 2016
