Transactions not recorded

[12Emily]

Has anyone had transactions not show up?

Had a newish person manning the shop today, but only the last two cash sales of the day are showing, none of the card sales she said she took during the day are showing...

Normally, if a payment hasn't gone through, the items stay in the current sale list and would have to be cleared before starting another sale, so she would have known. I can't see any way she would have been able to accidentally not record card sales, even if payment hadn't gone through, which she insists it did, and they selected no receipt...

Never had anything like this happen before in over 3 years, with more than 50 different people using the system. 

[doc_choc]

Hi @12Emily this is an unusual behavior, I have not experienced this. We have had the very rare occurrence when transaction has been put through and completed but can take 5 to 10 mins to show on the screen, but they do eventually show up.

I would certainly give the customer service help desk a call to see if they can shed some light on this. They may be able to see if the transactions are pending or complete to give you peace of mind that the money has been taken.

[Breffni]

Hi @12Emily, thanks for your post. 

Sorry to hear that you're running into some trouble. Any transactions that are successful or declined will appear in your Transactions Dashboard, as @doc_choc mentioned it may take a minute or two for the app to sync with your Dashboard. 

Did you try a test transaction with the employee to see their process? That way you can reference the transaction history also. 

[12Emily]

Update: Transactions were stuck in 'Pending, will be processed when service restored' on the device they were processed on. No issues with the internet connections found. Receipts received by customers ok, just stayed pending in transactions. Square had not received the money. We manually copied down all the item details, then re-charged the cards, in dashboard> transactions> pending > charge, each one in turn. They then went through as transactions with today's date and time and no item details associated with them so a good job I'd manually written all the details down so I know who sold what as we're a community gallery selling items for a collective of over 100 people. Now doing the same with today's as these are also stuck in 'Pending', will then restart. Phew!

[Breffni]

Thanks for letting us know @12Emily - I haven't heard of something like this happening before but I'm glad that you caught it and were able to get the transactions processed. Hopefully, it won't impact your reporting too much. 

[doc_choc]

@12Emily close call, nothing worse than losing those hard earned pennies 😭

Nice idea to copy down the items details, at least you managed to save the day by doing this! 👍

[12Emily]

Today's transactions synched on their own without me doing anything else after about an hour, so square seems to be finally functioning as normal again now... hooray! That was a close one.