How can I find transactions made by customers on my Square account?

[Hawys]

The title of this thread has been edited from the original: Missing transactions

Hi everyone. 

I have a customer who ordered some items from my website using the Square credit/debit card option. She says money was taken out of her account (she has sent me a screenshot of it going out of her bank account apparently but nothing has come through to me (payment or order details). Any advice?

[#2]

Hi @BarleyNaked1, thanks for reaching out! If you are not seeing the payment within your Transaction dashboard or Sales Reports but the customers can see it from their bank statement, it's worth checking the Transaction Status report for declined or cancelled transaction.

When a transaction is declined, it can still appear as a pending charge on the customer's bank statement but will disappear within a few business days. 

[tranguyen · Accepted solution]

Hi @Hawys, that's very strange! If the customer paid via Square, you should be able to search for the transaction on your Square Dashboard. 

You can use one of the following pieces of information to search for a transaction:

• Last four digits of the card used (PAN)
• Item
• Note
• Device
• Total
• Customer

Additionally, if a transaction has been declined, customers may see a pending charge on their bank statement but this will disappear automatically within a few days. You can see whether a transaction has been declined by looking at your Transaction Status report. 

I hope this will help! If you are still unable to locate the payment, please let me know and I can have a further look on my end here as well.

[Hawys]

---

Hi @tranguyen 

@Thank you for your help. I’ve found the transaction and it did go through. However, there is still no Order Detail showing either in the Square Dashboard or in the WooCommerce Orders tab so slightly confused. Any ideas how this could have happened?

Thank you. 

Hawys

[tranguyen]

Glad to hear you have been able to locate the order, @Hawys! Orders from WooCommerce don't really show on the Orders tab in Square. You can check the items and order number in your Transactions tab, but all other information are stored within WooCommerce itself.

If you login to your WooCommerce account, you should be able to see more information for individual order.

[Hawys]

Thank you. I’ve looked in my WooCommerce Dashboard and doesn’t seem to be anything there so I’ll probably try and check with WooCommerce itself thank you for your help anyway. 

Hawys

[tranguyen]

Hmm, since Square received an order number, there should definitely be some information on WooCommerce. If you are still unable to see the actual order, the best thing is to reach out to the WooCommerce team directly via their support centre. 

[BarleyNaked1]

This has happened to me twice now, each transaction was well over $100.  The customer shows that they paid from their bank statement, but I have no transaction...  

[Hawys]

Have you checked your Square Reports? Although I didn’t find the actual transaction, I did eventually find the amount had been paid to me via one of the reports. Not sure why the transaction doesn’t show up but it was paid. 

[tranguyen]

Hi @BarleyNaked1, thanks for reaching out! If you are not seeing the payment within your Transaction dashboard or Sales Reports but the customers can see it from their bank statement, it's worth checking the Transaction Status report for declined or cancelled transaction.

When a transaction is declined, it can still appear as a pending charge on the customer's bank statement but will disappear within a few business days. 

[Willowbank]

I have a missing transaction too. It appears on the mobile app and was paid into my account but my desktop dashboard doesnt have any sign of it. I have tried all possible settings and searches but its like it never existed!

This is a nuisance as i use the dashboard to reconcile my banking, so can i trust it or not?!

[tranguyen]

Hi @Willowbank, sorry to hear this! 

You should be able to search for the transaction on your Square Dashboard using one of the following pieces of information:

• Last four digits of the card used (PAN)
• Item
• Note
• Device
• Total
• Customer

Additionally, if a transaction has been declined, customers may see a pending charge on their bank statement but this will disappear automatically within a few days. You can see whether a transaction has been declined by looking at your Transaction Status report. 

I hope this will help! If you are still unable to locate the payment, it'll be best to contact our Support team directly as they'll be able to check account-specific information. 

[Willowbank]

Hi,

I have solved the problem, it seems that we didnt have the latest dashboard version as we were using an older internet browser. I have now uploaded it from google chrome and it is working properly.

It didnt occur to me it could be the browser! 

Thankyou for your help 🙂