Hi Everyone,
I had a costly screw-up while exhibiting at the Bethesda Row Arts Festival.
A woman bought a $500 wall sculpture and I swiped her card on my Square reader--not the new chip reader as mine has never worked. Actually, I swiped it at least ten times before deciding to run it manually.
I followed the on-screen prompts, entering her credit card number and security code. A message window indicated that the transaction was successful, she signed and walked off with the piece.
I should add that she didn't want a receipt either written or via Square. I STUPIDLY did not write down her name or contact information.
Everything was good until I checked my Square Sales Report and found that the sale was entered as a "cash transaction" and that I wouldn't be getting any money from Square. That's what I was told by a Square representative when I called. Further, he was doubtful that it was a glitch and was noncommittal on how it could have happened. He said he would check but never got back to me.
While I am reconciled to the loss, my bafflement as to how it happened still nags me. Until I can be convinced that it was not a glitch I won't be confident in using Square.
At the moment, I'm ruminating on three possible causes:
1) Operator Error-- Could I have accidentally done something to get into the "Cash Transaction" mode? If so, why then would it give a prompt to enter the CC number and customer signature?
2) A Glitch in the System--The Square man said he had never heard of such a glitch.
3) The Woman Scammed Me--The customer was a well-dressed, seemingly sophisticated middle-aged woman. She exuded confidence and had a dog with her (effective distraction).
Would it be possible for a con artist, practiced in using the Square software to quickly change the nature of the transaction to one for cash as she declined a receipt and signed her name?
I did find it rather odd that more than once she stated that a receipt wasn't wanted. I was thinking, also, that it would be easy to deface the card's magnetic strip thus necessitating entering the transaction manually and opening the door for running the scam.
So, that's the story. I know that I was negligent in not asking for ID but does anyone have any theories as to what could have happened? I will be grateful for any and all responses.
Jack
Replies
The same thing happened to me in October. Cost me a $200 piece. What has really POed me is that Square won't answer me when I left an email requesting the email Addy that the cash transaction used. I thought it was going through as a regular transaction and didn't realize it until I started checking when the transaction wasn't coming through. I figure it's a damn expensive lesson to take things slowly and get all the info I need in case the transaction goes down the dumper.
Cindy and Robert, thanks for your replies. Robert, do you have any idea how this happened? In your opinion, is it likely that from time-to-time this happens and is a failure of the Square system?
I think what happened was a failure to make connection as the program was locking up. I forced it to go forward and that's how it jumped into cash transaction. Won't do that crap again =8-O
Are both of you saying this has happened when you put a card through manually?
We have never put one through this way.
I'm sorry this happened to both of you and appreciate knowing about this.
Yes, I chose the manual option when the card would't swipe successfully. ( I believe if you place your finger on the price of the sale a menu comes up.)
I just followed the prompts, typing in the card number, etc. Then, a window came up indicating the transaction was successful. The customer signed.
Have no idea what went wrong.
Merry Christmas!
Yuk. Well, here is what I think I will do.
I have been taking my knuckle buster and slips with me in case I would not be able to get power for my square.
So, if someone wants a manual done, I'll just go back to the old way and swipe it, get their contact info, and try to put it through later. Anyone else have a better idea for now?
I realize it still wouldn't be a secure sale, but it would at least be as good as it was before Square.
Hmmmm. This has peaked my curiosity. We all know we can get distracted, busy, overwhelmed at shows so it is not impossible for fraud to happen. At our last show I thought we had had a situation of theft by distraction. I thought a set of coasters had been lifted. While not as expensive as your artwork, it was still theft, which is morally and legally wrong. However, fortunately for us, dd figured out the empty spot was already empty and no theft had occurred---all thanks to a "right before the show" photo to post to facebook. I wish it had ended just as well for you.