Accidentally cancelled a transaction

[mpage]

Apparently an employee did not complete a transaction with a customer's signature. He rung up and swiped card but did not finalize with customer signature and done tab.  Next day a second employee would like to use square for his customer's transaction.  Square stated it required a signature so he deleted the transaction.  Is this transaction gone even though customer swiped card?  Is there a way to retrieve the transaction or did we just give away merchandise for free?

[VanKalkerFarms]

Once a transaction has been canceled, there's nothing you can do to re-process it. Your employees might need some additional education about doing a transaction as the signature screen has to be completed to finish the transaction. If your second employee had not canceled it, he might have been able to finish it, but it's too late now. 

[mpage]

Thank you for your response.  It is as I suspected.  Yes, my employees will get more common sense training!

[kathyoue]

@VanKalkerFarms what about if I have an authorization and a signature on paper copy. I had the same thing happen a cross between a busy night, internet going down and attempted to split a large bill 8 ways. 2 out of 8 transactions went thru and 6 were accidentally canceled?? where i I have customer reciept with tip and signature can I retrieve and uncancel these 6 payments???

[VanKalkerFarms]

you'd have to call into Square customer support, but I don't think so depending on how you took the payments and the steps you did to cancel/refund them.  how did you accidentally cancel 3/4 of a transaction?  you did it while taking the payments or later?

You'll need your customer code to call.  Follow the instructions below on how to get it.

https://squareup.com/help/contact

Click “More”

Click "I don't see my issue"

Click "Call Support"

Write down your Customer Code

Call 1  855  700  6000

Depending on your specific account, you might not have phone support available, or you might have limited hours of support. If your account doesn't have phone support, Email is the only way to communicate so that there is proper documentation of the conversations.

if you have a smartphone you can program the phone number with the code into your phone so it will be there next time, store it like this 1  855  700  6000,,xxxxxxxxxxxx. (your code goes where the xs are)(remove the spaces in the phone number).  The commas tell the phone to wait 3 seconds each and will automatically enter it for you.  Once you set this up one time it is there for all future needs and you won't have to go get your code again.