Square, Duplicate Charge

Hi there - was just contacted by a client to notify us of a duplicate charge on their card. Looking on the Square backend there are 2 charges 1 second apart from Sytist.

I have the most recent version of Sytist (afaik) and made sure the information here was correct a few weeks ago, as requested at the time: https://www.picturespro.com/sytist-manual/articles/square-getting-credentials/

Wondering if there is any insight into why this may have happened? I know that Square had extended their switch until Oct 31 so I'm not sure if this is a random glitch, or going to be an ongoing issue going forward.

As an additional note, in the Square developer/Credentials settings I see:

API version
There is a newer version of the Connect APIs available. Please consider upgrading.
Changing your API version may break your implementation. We recommend checking the changelog before upgrading.

And a button to "Change Version". Is this something we should be updating on our end? I've never noticed that button before, but don't ever go into these settings either. I don't want to update something and then break our payment processing.

Can somebody advise? Thanks

Edit: Heard back from the client and this is what they said about the issue "I did notice that after I clicked on "Pay Now" the system seemed to get stuck and showed the cycling icon for a long time before reverting back to the "Pay Now" button. I assumed the payment didn't go through and clicked on "Pay Now" again and it went through instantaneously. "

Edited Fri Nov 11, 22 10:21 AM by Adrienne Thiessen

Not really familiar with square but a lot of CC processors have a pre authorization so it looks like two charges but only one gets processed. I would contact square since it is their system and not sytist.

Edited Sat Nov 12, 22 12:39 PM by Vance Birno

From what the client said (and the last part of my post), Sytist hung for a minute after they clicked the "pay now" button, but instead of going to the "success" message the button reappeared. The second time they clicked it, they received the "successful" message. So I don't think this is strictly on Square's end. Looking at the backend of Square they both look like regular purchases (although we only use Square for our online so I'm not sure what a preauth typically looks like there).

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How long ago was the charge made? It may take a day or three for one to drop off. Wait for Tim to reply tomorrow or monday. My experience tells me this has nothing to do with sytist it is server related. Sytist just transmits the data it is up to the server how to handle that info. If the server is experiencing high volumes of traffic it can affect such transactions.

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It was the same day as posted. I would be less concerned if the date for the Square changes to kick in wasn't so recent and as this is the first time we've experienced this issue. Just doing due diligence and checking in here. Will await Tim's reply.

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How many times has it happened? Have had no other reports of duplicate payments with Square. It sounds like Square didn't respond on the first payment attempt.

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Hi Tim, it has only happened the once. We were leery of it because of the Square recent Square changes that recently went through. Will keep an eye on it. My concern was with the page refreshing (vs going to a successful message) and yet the payment successfully going through. Thanks

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