Collect Signatures On But Doesn't Come

[rkwong792]

Hello,

I recently turned on Collect Signatures option and turned on Tipping as well. However, we see that for some credit cards that customers use, it doesn't prompt the signature screen. Only the tipping screen.

Since it's a little awkward to turn the PoS machine around JUST for tipping, how can I ensure the signature is required for every transaction?

Thank you!

[Alex_]

Hello @rkwong792

Thank you for posting in the Seller Community.

Happy to look into this for you. Do you mind providing a screenshot(s) of the settings you have enabled? Also, have you noticed if the amount in question affects the outcome of the intended screen?

Please let me know by replying in this thread. I'll keep an eye out for your response.

[rkwong792]

Hi @Alex_ 

Under Settings -> Signature & Receipt, I have it enabled with the option "Always Collect Signatures" turned on.

The amount in question does not affect the ability for the signature screen to pop up as far I can tell.

$5.50 - signature was prompted

$11.50 - signature was prompted 

[Alex_]

Thank you for that information @rkwong792, you're definitely in the right place.

Right below that setting there should be a section to toggle that option "For purchases over $25" & "for purchases of any amount."

What is yours set to?

[rkwong792]

Hi @Alex_ 

It is set to "for purchases of any amount".

[Alex_]

@rkwong792,

Thank you. There might be something else happening on the back end that we can't see. I recommend reaching out to our Support Teams in order to have them check this out and potentially file a ticket with our engineers. 

Check out ways on how to get in contact with them by visiting here.

[pessosices]

Hey @rkwong792 & @Alex_ 

Might it be that some customers’ their cards are set to override and not require signatures? 

I think I remember this being discussed in a couple of threads last year, where card companies’ policies of not requiring signatures was somehow overriding squares signature settings? 

Heres a link to one of them:

https://www.sellercommunity.com/t5/General-Discussion/Transaction-Skipping-Signature-Dec-2019/td-p/1...