Invoice paid, but not showing as paid?

[atucker6389]

I have a customer who i sent an invoice for 1,202.  And she is saying that she paid it with her american express, and she has sent me a text she recieved from American express that says large purchase on your american express log in to your account in the amount of 1,202 to merch ______ log in to view recent activity.  On my end it is showing viewed not paid. She says she paid. Has this happened to anyone else?  I told her to contact amex to see if she needs to authorize. 

[Chad]

Hello @atucker6389, welcome to the Seller Community! 

It sounds like your customers card might have declined. I recommend checking the Transaction Status report on your Square Dashboard. This report will display all voided and declined transactions. 

In the event of a decline, we recommend having your customer reach out to their bank or credit card company. 😃