Why is my Point of Sale not requiring a signature on every transaction?

[ganddcreations]

The title of this post has been edited from the original: POS not accepting signature?

we have used square for years.  today i am missing the signature page .  phone is set to have it but it disppeared .  how can i get it back.

[Joe · Accepted solution]

Hi there, @drsuhail. Thanks for taking the time to add your voice here. After investigating multiple reports on this issue, we found some answers that we think can bring some clarity.

Square has recently changed its signature acceptance protocol to align more closely with customers Card Holder Agreement terminology. To be more specific, some card holders have opted into setting their card preferences to "No Signature" when making debit transactions.

If customers do in fact utilize this feature with their card, this will then override your account preferences for accepting signatures - even if you have specifically selected to Accept Signature for All Transactions. 

In light of this change, we garnered much feedback from our Sellers about how this distinction can be made more clear when accessing the Signature Settings from the Point of Sale App. Our Product Teams are collecting that information and will be adding clarifying verbiage that will most likely be pushed out with a new software update soon. 

So sorry for the confusion here! - I hope this information is helpful and will distill any future other confusion going forward. Please don't hesitate to reach out if you have any other questions, we are here to help.

[LiveVine]

• I love the verify charges button idea!

[lucyandthegreen]

I just started experiencing this issue myself in my Square for Retail I have my account set for ALWAYS requiring signature no matter what amount. It started only showing signature screen for some cards not for all card transactions. It is very concerning as I have checked my settings and it is still at ALWAYS require signature. A customer who was here two days ago (Dec 12) and paid with a card just called me to let me know when she was checking her bank charges there was a discrepancy in the charge from my shop. The total in my own system and in the receipt I gave her was $5.10 after some discounts were processed, taxes, etc. However, her bank shows a charge for $10. I know the amount is small but these time of the year I have large purchases and I am wondering if this sudden change with the lack of signature screen and this issue affecting my customer is an indication that there has been a breach of security. Anyone? Square is SO hard to reach, other than a robot, and apparently customer service is weekdays only. 

[nika]

Hey @lucyandthegreen. Sorry for the confusion, and for the trouble getting a hold of our Support team. And not to worry- there hasn't been a security breach.

We've had a change with the signature screen recently. @Joe goes explains in depth more about the change on this thread.

[gallery55art]

Please announce this change to everyone. My cashier was very confused when two transactions didn't require the signature. We need to give the heads up to everyone taking sales.

[Joe]

Thanks for your feedback here, @gallery55art. We will continue to make these new signature acceptance protocol changes known to everyone 📈

[Braddy105]

I had a purchase for over $400 with no signature 

[Joe]

Hi there, @Braddy105. Are you experiencing issues with your signature acceptance? I just want to make sure I am understanding your post correctly. 

[Braddy105]

@Joe  thanks for your help. It is not making any of my customers sign. No matter the amount. I even used my square card no signature. I have spoken with several retailers and they are not having that issue. Everything is set up correctly to collect signatures.

[Joe]

Thanks so much for your response here, @Braddy105. This is interesting indeed. Would you mind flagging this over to our Support Team? We'd like to take a deeper look into this with you.

We will keep an eye out for your contact! 

[Braddy105]

@Joe  I did call them but they assured me it was because I was using the contactless chip reader and people had to go in there bank to get it like that. I don't think this is accurate cause I never called square or my personal card and did this. 

[sipsnstrokes]

hi! we rely on the signature and receipt screens to verify that the credit card was processed. if the screen just returns to the "items" page, we don't know that it was processed. I have never had this problem before (in 7 years of use) and in the last week, we have double-charged a customer and not charged a customer. luckily I caught BOTH by monitoring the class check in remotely, but it is a lot of work that I should not have to do. I almost missed collecting $100 Saturday because the teacher thought she processed the card but it had not completed the transaction. I texted her to verify that no one paid with a credit card while the customers were still there and we caught and corrected the problem. PLEASE have EVERY TRANSACTION end at a receipt screen.

[Browcake]

I put in the setting to always collect signature but it still doesn’t. I understand that all major cc doesn’t require it but even with the setting set to always collect it’s not. 

[JustinC]

@Browcake @RA60  - thanks for writing in and adding your voice here. I hope @Joe_'s post can shed light on why the signature screen is not required for all transactions. Sorry if this change caught you off guard. 

[taropatch]

I think there is more to this question.

1. If posts further down this thread are correct and the signature option is no longer an option, why is it still shown as a feature in settings?

2. I just had a dispute from a customer stating that I had duplicated their transaction. There were two separate transactions for the same item. It happens often in my store where a customer will buy the same item twice - they buy a game and then realize that it would be a great gift for another person on their list so they buy another. As it stands now, it appears that I am going to be stuck refunding the customer for the second transaction. Despite the fact that there is really no way for us to duplicate a transaction as the customer taps/dips their own card. We have no access to their card or card number.

That being said, I decided to turn on the signature feature to be sure this doesn't happen again .... and it doesn't work. It would appear that this would be the only way for me to defend the transaction if Square doesn't think it through. 

[Kassi_]

Hi @taropatch,

I'm sorry to hear you've been dealing with chargebacks. I know this has to be a difficult part of running your business. 

You mentioned that turning on the signature feature hasn't been working. Does this mean the feature isn't working or you're still having issues with chargebacks? 

I will keep an eye out for your reply👀. 

[TPTCC]

I'm having this problem too.  The tip page and signature page does not appear at all with very specific debit cards, even though I have tips and signatures enabled.  Customer cannot leave a tip even if they want to.  Very frustrating.  Is there anything I can do to change this?

[Crs]

My signature page with tips across the top is no longer showing either , I deleted app and reinstalled and it was back for 2 transactions then went back to no signature 

[Valentina]

Hey @Crs - I wanted you to have a chance to check out @Joe_'s post about a recent change to the signature screen. It sounds like this is what you're noticing, but if it's not, please reach out so we can take a deeper dive here!

[Jhawwkbarber]

How do I set the amount needed for a signature

[ashc]

Hi @Jhawwkbarber! Welcome to the Community.

There's been some changes made to the Signature settings within Point of Sale that I wanted to move your post to so you're aware.

Check out @Joe's post on the first page for more details.

To check your current signature settings- you can find more information on how to do with step by step instructions on this thread.

[molanlabe970]

Why is it that when I process a payment on my phone it does not ask for customer signature ?

It asked for a signature just a couple of times then stopped.