How can I disable the use of "Custom Amount" without paying Square for Team Access

[FIXCoffeebar]

How can I disable the use of "Custom Amount" without paying Square for Team Access

[FIXCoffeebar]

[Kassi_]

Welcome back to the Community, @FIXCoffeebar - 

Great question about the custom amounts! Right now, you cannot turn this feature off in your Dashboard or on the app without purchasing the Square Team subscription. 

Do you have employees with different role/permissions? Or would you want them to have the same permissions? 

I will keep an eye out for your reply👀. 

[FIXCoffeebar]

Hi Kassi,

No all our staff are the same regarding permissions.

We are now regularly seeing sales being attributed to "Custom Amounts" when my staff are adamant they have not used it.

What the hell is going on Square?

Is there a known problem with this feature in Square?

Come on Square just give us access to be able to turn this feature off or better still fix the glitch in your system.

regards  

[Ria]

Hi @FIXCoffeebar - I totally understand your concern.

I'm happy to bring this to the attention of our engineers. 

If possible, please provide screenshots that may be helpful for this investigation.

[FIXCoffeebar]

There have been nearly $300 this year attributed to Custom Amount.

This cannot be an error on our end, I politely suggest the error is Square's.

I cannot provide screenshots as I am being told I do have permission to upload images !!!!

[FIXCoffeebar]

An then it lets me !

[FIXCoffeebar]

In fact two today even ?

[FIXCoffeebar]

10.04

[FIXCoffeebar]

09.11

[JJ_]

Currently the only way to attribute Tips or Sales to employees would be subscribing to Team Plus. However, if you want to just track your self then it would be just a matter of enabling Passcodes on the Point of Sale application. This can be done by visiting More > Settings > Security > Passcode.

I hope this information is helpful!

[FIXCoffeebar]

Thanks JJ but that was not the question.

Square keeps randomly attributing sales to "Custom Amount" with no action from my staff.

Once would be a mistake, twice (after I have spoken to them about this and they have assured me they are not doing it) would be my staff lying to me, but the fact that it is nearly $300 for this year alone points to an error in the Square system to me. 

[JJ_]

During my investigation, I was able to notice 2 things there are (up to this point) 29 transactions that were charged as "Custom amount" this year.  and these sales appeared as not linked to an employee. My investigation leads me to three questions... Are your employees able to use the Point of Sale without having to enter their Passcode? Is there a Team Passcode in use? and my last question is Do you process transactions on the Point of Sale? Specifically, this last one is important as you as the owner do not need to enter a passcode to process a sale and your sales will indeed appear as untracked (cause you are the owner)

I personally do not believe this is a glitch but something that does happen every now and then and either goes unnoticed by the employee running the POS that day or these are transactions made by you. If after this information you still believe this is a glitch, I invite you to reach out to our support team so you can work together with them on getting down to the bottom of this. 

Let me know if you have additional questions @FIXCoffeebar.

[FIXCoffeebar]

Thanks for coming back JJ.

The answer to your 3 questions are Yes, Yes and No.

And it has been like this for 5 years with this issue only arising this year. Something has changed?

[JJ_]

Interesting @FIXCoffeebar

I am working on escalating this case over to our support team for them to look deeper into this matter because all untracked transactions do appear to be processed as Custom Amount vs an item from your Item Catalog. I will get back to you as soon as I get some information about this.

[FIXCoffeebar]

Hi JJ

This still happening.

Did you manage to get any response from support?

regards

Garry

[JJ_]

I am sorry that you're still experiencing this @FIXCoffeebar I see that our support contacted you in regards to your support ledger back in 5/8.  When you have a moment please contact our team directly and let them know that you already had a case and would like to continue this investigation.

 You can give us a call at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

[FIXCoffeebar]

Thanks for coming back JJ

I cannot now seem to find the email from support, however I did send them access to ledger.

Can you kindly ask them to email me again with their findings 

thank you

Garry

[JJ_]

I just escalated it again @FIXCoffeebar.

[javis63]

Ok What about the rest of us?  This has been happening for at least two years.  How do we disable this? 

[Candlestore]

@javis63 ;

From what I have seen is if you sell an Item without a Price it may come up as a Custom Amount, or if you are using an android based POS and enter the KeyPad for amounts, not sure if this is on an Ipad or not.  I use to do this when I had an older POS and used Square for just CC sales.  Every transaction in Square would then show up as a Custom Amount.

Make sure your cashiers are using the Barcode reader if you have one and look up items in your Square Catalog, if they bypass these and just enter a $$$ smount for the item, you would ge a custom amount, instead of the Item being purchased out of the catalog or your Item library.