Square no longer sending contact information on payments

[hiram]

We have payment links with square which are for dues, registration, fees, etc. Square used to send 3 message for each payment the subject of which were:

1. $45.00 payment received

2. $45.00 payment received from John Doe

3. Square has sent you $43.39

The first message body would include "from a card ending in ...". The 2nd message body included the contact info the user typed into the form. The 3rd message was what was being transferred to our account, less fees.

We are no longer receiving message #2 identifying the sender. This as been since at least since the end of August. Fortunately, it's been a low usage time since then so we've been able to deduce some of the payers, but not all. I have checked and the payers said they are putting their contact info (Name, email) into the payment page form.

What's up with this and how do we fix it. We need to know who has paid these fees.

[frances_a]

Hello @hiram ! 

The customer information can be found on the Transactions page of your Square dashboard. I will link here some instructions to search for transactions. 

If you have a screenshot of one of the messages you used to receive with customer info, that would be helpful for us so we can investigate. 

Since we don't want any personal information on this public forum, you can send it to me in a private message by hovering over my avatar. 

Thank you ✨

[hiram]

Things aren't going well with getting notification. Here's what we normally get, 1st message from square:

Date: Tue, 14 Mar 2023 22:11:57 +0000
From: Square <noreply@messaging.squareup.com>
To: <horebsquare@novatec-inc.com>
Subject: $41.50 payment received

h2BNvUD6X95ZB9REYKVlSFmZXmbZY

Hello Horeb-Wright Chapter #3,

You accepted $41.50 from a card ending in 2871. Your Square balance after this transaction is $80.00.

View Full Payment Details: https://squareup.com/dashboard/sales/transactions/h2BNvUD6X95ZB9REYKVlSFmZXmbZY

Second message, received, usually within an hour of the first:

Date: Tue, 14 Mar 2023 22:12:12 +0000
From: Square Online Checkout <noreply@messaging.squareup.com>
To: <horebsquare@novatec-inc.com>
Subject: $41.50 payment received from John Doe

Checkout Link
[2]$41.50
Paid on Mar 14, 2023 6:11 PM

[3]View Payment

Petition Fee
Checkout Link
Customer
John Doe
@ohnDoe@gmail.com
DISCOVER 2871

Today, I created a new "Ticket" item and purchased one myself. I received the receipt via email:

Date: Thu, 26 Oct 2023 22:20:59 +0000
From: 11th Capitular District <messenger@messaging.squareup.com>
To: mfoley@novatec-inc.com
Subject: Receipt from 11th Capitular District

Receipt for $5.00 at 11th Capitular District on Oct 26 2023 at 6:19 PM.

Logo

11th Capitular District

Positive
Negative
Let 11th Capitular District know how your experience was

$5.00

Buffalo Trace Bottle Raffle
$5.00

This receipt to my personal email was sent at 6:18PM today. As of 10:34PM nothing at all has been sent to the Square email at dist11square@11thcapitulardistrict.org as to who paid and how much. I've tested that email address and it does work.

This item will be useless unless I know who bought the item.

[hiram]

More info, at 12:24AM today (10/27) I received the following message from Square notifying me that the purchase made yesterday was transferred to the bank:

Date: Fri, 27 Oct 2023 04:24:37 +0000
From: Square <noreply@messaging.squareup.com>
To: dist11square@11thcapitulardistrict.org
Subject: Square has sent you $4.55

Your automatic transfer has been sent

Square has sent you $4.55

Date: 10-27-2023
Amount: $4.55

From: 11th Capitular District
To: Chase
Speed: 1-2 business days

I never received any notice as to who paid. The site does ask the payer for name, phone and email address. Why no email on this? For now, I am discontinuing the sale of this item.

[MayaP]

Hello there @hiram I am sorry you are having issues with payment notifications. To confirm you are getting other emails like transfer notices but when a seller makes a payment you are not getting the confirmation email, with the payment details. And these are for checkout links correct?  

[hiram]

Here's a message we got from Square on 11/11/2023:

Horeb-Wright Chapter #3, your sales from Saturday

Get real-time, customized sales reports anytime in your Square Dashboard, or from the free Square Dashboard app for iPhone.

Visit your Dashboard ›:
https://squareup.com/dashboard

# [Horeb-Wright Chapter #3] Your Daily Sales Summary Report for November 11, 2023

Net Sales:               $45.00
Fees:    ($1.61)
   Customers Served:          1

   # Your Item Sales

   Top-Selling Category:    Uncategorized
   Top-Selling Item:        Annual Dues
   Total Items Sold:        1
   Top-Selling Item Sales:  $45.00

   # Your Customers

   Customers Served:     1

I have no idea who this payment is from. I never got a followup message like I used to with the payer's name, email, etc. I am sure they are filling out this information on the payment page as I've done this myself with my contact info and did not get a notice with my name, etc. Here's what we used to get:

Date: Wed, 23 Aug 2023 18:56:49 +0000
From: Square Online Checkout <noreply@messaging.squareup.com>
To: horebsquare@novatec-inc.com
Subject: $45.00 payment received from John Doe

Checkout Link
  [2]$45.00
  Paid on Aug 23, 2023 2:56 PM

                              [3]View Payment

                                Annual Dues
                               Checkout Link
                                 Customer
                              John Doe
                          jdoe@earthlink.net
                              MASTERCARD 3184

There are no message in my spam folder and @messaging.squareup.com is whitelisted.

If we cannot get the name/email of the payers we'll not be able to continue using Square.