Awaiting capture credit card transaction

[MarthasCafe]

What does awaiting capture mean on a credit card transaction on the square dashboard > transactions page?

[#2]

I think we got it resolved. They changed status once they ran close of day. They had to go adjust tips I believe is what did it. I was just wondering what the awaiting capture meant maybe they should put something different if that’s what it actually means awaiting tip adjustment. I thought the capture stuff had to do with the way the instruction from the merchant to the bank so had me little worried when I seen like 12 transactions with awaiting capture

[JustinC · Accepted solution]

Sounds like those transactions are awaiting to be settled with a tip. Do you happen to have sign and tip on a traditional/paper receipt turned on your in your settings? 

@MarthasCafe

[MarthasCafe]

I think we got it resolved. They changed status once they ran close of day. They had to go adjust tips I believe is what did it. I was just wondering what the awaiting capture meant maybe they should put something different if that’s what it actually means awaiting tip adjustment. I thought the capture stuff had to do with the way the instruction from the merchant to the bank so had me little worried when I seen like 12 transactions with awaiting capture

[JustinC]

@MarthasCafe 

Ahh, gotcha. I totally understand the mix-up. You're right- changing the wording to something more intuitive would help mitigate confusion when reconciling your transactions. 

Thanks for the feedback. Flagging this one for our Product Team 🙂

[blakeadesigns]

Gotta agree here.   This was our first day open with Square this year (restaurant) and our sales report shows $1,400 in SALES, but when I looked at transactions there was another $1,500 in paid transactions= SALES that were in the status of Awaiting Capture.   

No our sales were $2,900 for the day and there were $1,500 in transactions that were unintentionally suspended into a "mystery status" until I had to call support to understand
what this nomenclature and bizarre embedded feature.  

We are a fast serve restaurant and really don't ever get or collect CC tips.  

Basically there is some strange workflow that does not make any sense to a restaurant owner.

There is other workflow that would make sense like before creating a sale or ticket ) forcing the user to input an customer type ie.  In person (paid), by phone (unpaid) and allowing custom ticket numbers so we can ID orders to customers preferences.   Allowing texts to be sent when orders are ready for pickup... and even texting or emailing phone orders a link to pay before they show up and have to wait in line.  

Good thing Square phone support is so nice I am willing to deal with a system that is not really designed or optimized for restaurants.   Like the Square terminal I just purchased..... 

[everest1]

You had to call them for support? how long did it take to resolve this issue? This is the first time happened to us and got a mini heart attack here.

[Stiritupsteph]

Where do i go to settle the tips i don’t know why it’s showing me awaiting capture transactions 

[sayra]

Hey, @Stiritupsteph. 

Visit your in-app Transactions. Tap the credit card icon in the top-left corner. Tap Tip next to each payment, and enter or select the tip amount. Tap Settle > Confirm Settle. You can also take a look at this article with more details. 

Let me know if you have any other questions. 

[TriforksEmpire]

This is causing me so much anxiety. I need to know what this is, how to clear it and how to turn off the need for it. I cannot see sales from my desktop because they won’t show unless the transaction has been captured. I’ve run shift reports and everything, so I don’t understand why I still cannot see the sales and the transaction are still not complete. 

Please help!

[ashc]

Hey @TriforksEmpire,

I moved your post to an existing thread where another seller had the same question.

Check out @JustinC's answer above that should resolve these and make them show as captured.

You can also always contact our direct CS team as well in times of uncertainty for your quickest answer.

[TriforksEmpire]

This does help me know how to clear the 'awaiting capture,' but how do I get rid of that step? Customers sign on the screen, so I don't see why there is a need to capture. It's affecting my ability to see lives sales because the transactions don't run until close of day. And some transactions clear without needing to be captured, so I am just thoroughly confused. Any advice is welcome, thanks. 

[JustinC]

Hmm, you shouldn't see 'Awaiting Capture' if your POS is set to sign and tip on device. Have you tried any basic app troubleshooting? Are you experiencing internet issues that's preventing payments from capturing? 

If none fixed the problem, I suggest reaching out to CS so they can file a ticket with Engineering. 

@TriforksEmpire

[TheParishBistro]

We have the same issue using Square POS. A transaction has been in that state for two days now.

[Arie]

Hi @TheParishBistro,

The troubleshooting steps above would still work on the Square Point of Sale! If you're not able to settle the transaction this way, reach out to our CS team so they can assist further. 

[TheParishBistro]

Thanks, but these were transactions that you can't do anything to troubleshoot. After 2 days they finally cleared. Seems like the POS app is treating transactions like the Restaurant app. We have one account, but two locations with different setups. I would assume it's treating all transactions the same way no matter the location configuration.

[andyfrey]

I have about 6 transactions from Restaurant POS that are still showing as “Awaiting Capture” the next morning. These transactions are between two waitresses, various payment methods. 

in the Restaurant iPad App the transactions show as settled however on the main transaction dashboard on the PC it shows as 6 transactions “Awaiting Capture.” 

Any thoughts? Thank you in advance it’s hindering our ability to payout tips promptly to our hard working waitresses.

Best,

Andy

Adirondack Mountains 

[AshleyK]

Hi @andyfrey! I've merged your post to an existing thread that should help answer your question. It looks like @MarthasCafe also had this and had to settle tips for these payments. 

[TheParishBistro]

We have the same issue on a Non Restaurant iPad, it is using the regular Square POS app. Customers sign on the screen but for two days it has been stuck on awaiting capture. This is very annoying and there isn't any way to complete (further since the customer closed the transaction) or close a day on Square POS.

[OffBeatEatz]

Any update on this topic? If you look at the posts, it seems that this is a big issue on the Square POS app. Trying to contact support using the CS team is a big hassle and impossible to navigate.

[MulekickatMAD]

also waiting on an answer to this question.  we have two locations - both on restaurant app - one has $7,000 in sales awaiting capture and the other is functioning normally.  I don't like this

[Valentina]

Hi and welcome to the Seller Community  👋

Did you refer to @JustinC's Best Answer here @MulekickatMAD?

It is possible that these transactions were awaiting to be settled with a tip.
You can confirm your current settings in-app:

1. Open your Settings > Checkout > Signature and receipt >
   
   
    
2. Look to see if Sign on printed receipt is selected on this screen.

If it is selected, tips on printed receipts must be entered into your app within 36 hours.
After 36 hours, these transactions will be automatically settled without a tip.