So sorry for the confusion here! There are 2 questions to answer, so please bear with me.
Accepting Payments with the Contactless and Chip Card Reader
When you're using the new contactless and chip card reader, you'll need to tap the blue "Charge" button on your Square Register app to let the reader know that you're ready for payment. That step is critical. Once you tap the "Charge" button, you'll see a single green light come on the reader which indicates the reader is ready. Your customer can then dip their card, or tap their phone/ Apple Watch when they see the green light.
If your customer is using a chip card, they will need to leave the card in the reader for 4-6 seconds. The reader will tell you when the card has finished processing by displaying 4 green lights across the top of the reader. You will also see a message on your Square Register app saying that it's time to remove the card. This video gives a good overview of the process when someone is using a chip card:
If your customer is paying with their phone or Apple watch, the transaction will process within a second or two. After you tap "Charge," and see the green light appear, instruct your customer to hold their device over the reader. You'll see the same 4 green lights appear, and will hear a chime once the transaction has finished. Your customer will also see a message on their device with a confirmation as well. This video gives a good overview of the process when someone is making a contactless payment:
Cash Tender Type
Each time you use Square, you have the option to process a credit card, or record some other tender type (e.g.: cash, gift card, check, etc.) The cash, and other "other tender" features, are available for organizational purposes only. No funds are processed from a customer's card if the payment is entered as cash or other tender, and we're not able to process these funds as the payment card information was never actually entered into our system.
Based on what you described above, it sounds like the missing payments were entered as cash, which means the payment data from the customer's card was never entered into our system. That's why your deposit is off by the same amount as what you recorded as cash payments.
At this point, you'll need to contact your customers to request payment again. From your Square Dashboard, you can look up the individual transactions. If you've been saving customers into your customer directory after a sale, you may have access to their contact information. Additionally, to balance out your books, you can may want to refund the accidental cash payments. Here's more on how to issue a refund.
Sorry I don't have better news for you! Let me know if you have any additional questions.
