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Why are automatic receipts going to the wrong person (wrong email address)?

Hi, my customer keeps getting her receipts emailed to her husband and she does not want that. I do not manually type in anything when charging her card, but somehow his email keeps getting them. How can I make sure the auto receipts go to her, not him anymore

Message 1 of 28
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1 Best Answer
Alumni

Best Answer

Sorry for the trouble for your customer! Thanks for writing in.

 

There's not a way for you as a seller to edit the email address that an automatic receipt gets sent to, as in our system, receipts are a customer-facing setting. By default, when a customer opts in to an automatic receipt at one seller, they'll get automatic receipts to that email address when they visit any seller who uses Square.

 

Your customer can, however, unlink her husband's email address. Then, the next time she makes a purchase with that card (from any Square seller), she can enter in her preferred email address.

 

In order to do that she should have her husband find the most recent receipt in his email. Then, have him click the link that says, "Not your receipt?" and follow the onscreen instructions to unlink the receipt. You can also learn about Automatic Receipts in our Support Center.

View Best Answer >

Message 2 of 28
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27 REPLIES 27
Alumni

Best Answer

Sorry for the trouble for your customer! Thanks for writing in.

 

There's not a way for you as a seller to edit the email address that an automatic receipt gets sent to, as in our system, receipts are a customer-facing setting. By default, when a customer opts in to an automatic receipt at one seller, they'll get automatic receipts to that email address when they visit any seller who uses Square.

 

Your customer can, however, unlink her husband's email address. Then, the next time she makes a purchase with that card (from any Square seller), she can enter in her preferred email address.

 

In order to do that she should have her husband find the most recent receipt in his email. Then, have him click the link that says, "Not your receipt?" and follow the onscreen instructions to unlink the receipt. You can also learn about Automatic Receipts in our Support Center.

View Best Answer >

Message 2 of 28
98,453 Views

Reply created by merging an original thread titled: "My clients receipts are going to another person automatically , how do I correct this?" Author has been notified of the merge via email.

Message 3 of 28
72,764 Views

Thats great but what if it is going to some one entirley different and the buyer does not know the since they must have put in a wrong email in the beginning.

I just did a sale that went thru and and the receipt went some where and I got a responce back saying not our purchase and they gave me a negitive feedback. and I know the customer and they were quite thrilled with the piece and I know if there was a problem they would tell me. so I figgure there receipt whent to some one else?

what can I do and how can I get rid of the Negitive responce?

 

Message 4 of 28
71,987 Views
Square

Apologies for the delay, @walt2

 

The good news is that Feedback is only visible to you privately, and will not have any impact on your Square account. You're able to respond to the feedback to request they click "Not your receipt?" Or if you'd rather, our Support team would be able to do so on your behalf. In which case, you'll want to contact us directly. Hope that helps, let me know if you have any other questions.

Message 5 of 28
71,917 Views

How can we turn off receipts since they keep gpoing tp the wrong person and you all don't seem to be able to fix this. I started using square because it was simple and because of the automatic receipts, but not being able to change the email address is a problem. The other processor we used allowed this

Message 6 of 28
69,553 Views
Square

Hi @precious

 

We can take care of this for you if you reach out to our Support Team directly. 

 

More importantly, our Support Team can probably identify why or how the receipts are being sent to the wrong person. 

Message 7 of 28
69,284 Views

Does Square have any means of tracking when and where a phone number or email were first entered and attached to the card in question?  I have an irate customer who thinks that square is randomly sending her CC info to anyone and everyone bc her stepdaughter received one receipt.  Obviously long odds that her stepdaughter would be the one to receive that info out of the 6+billion people in the world so I explained that there's clearly a connection. Alas, she's still not able to wrap her head around it so I was hoping there might be a way to provide a specific connection of phone/email to card so she can take it up with her stepdaughter instead of us.   

Message 8 of 28
50,875 Views
Admin

Hello @clementineXOXO

 

I'm really sorry you were put in this situation considering it's something you can't control. I can confirm that her stepdaughter had to have entered her email address for a purchase made with the customers credit card at a previous merchant. That's the only way she could have received a copy of the receipt, since when you enter an email address for a receipt it's then paired to that credit card for future purchases. 

 

Removing her stepdaughter is pretty easy. Her stepdaughter just needs to open up the receipt and select "Not your receipt?" to unsubscribe herself. 

 

If you have any questions or if I can help with anything else please feel free to reach out to me. 😊

Message 9 of 28
50,798 Views

everytime when I use a Square POS to buy something, all my receipts automatically sent to my son's email, regardless which Credit Card I use.

How to fix this issue

Message 10 of 28
12,466 Views
Square Community Moderator

Hi there, @bayra 👋 Thanks for reaching out to us here on the Seller Community! We appreciate you flagging this over to us - and so sorry for the confusion.

 

I've gone ahead and merged your post into an existing thread of Selles and Buyers who also had this question. I would recommend taking a look at this Best Answer from George - it will give you insight on how to unlink your email and re-attach a new one to your digital receipts.

 

Let me know if you have any clarifying questions! 

Joe
Community Moderator, Square
Sign in and click Mark as Best Answer if my reply answers your question.
Message 11 of 28
3,919 Views

Our store gets emailed receipts from other stores and their customers.  How can this be?

Message 12 of 28
64,198 Views
Square

@ppres If you have ever visited the business, your email address may have become associated with their customer's payment method. Our Support Team can help get this sorted out, just send them over the receipt information. 

Message 13 of 28
30,066 Views

Last night I bought some ice cream from a shop that used a Square Reader to process my credit card payment. I was prompted to tip but not for a receipt.  30 minutest later I received a text from an acquaintance saying that he had just received the receipt for that purchase.   How could that happen?

Message 14 of 28
29,959 Views
Square

@Citizen310 Check out the information in this thread. While every situation is different, this usually happens when a friend enters their receipt information (email or phone number) after you purchase something from a Square Seller together (like ice cream or lunch for example). 

 

As Kelly mentioned in her previous post, reach out to our Support Team, as they can get this sorted out for you and even resend the receipt if you need!

Message 15 of 28
14,909 Views

Just got emailed a reciept for a merchant I never visited.  Is some one using my card or stole my indentity? 

Message 16 of 28
13,402 Views
Admin

Hey @gpell — sorry for the confusion. It sounds like someone may have entered in your email address by mistake, so your email address got linked to their payment card.

 

Not to worry, you can resolve this yourself by following these steps in our Support Center: Incorrect Receipts. Otherwise, let our Support Team know about this and they'll get to the bottom of it as soon as possible. 🙂

Tom [he/him/his]
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center
Message 17 of 28
11,837 Views

Reciept going to wrong people

 

Message 18 of 28
11,344 Views

 I had this issue before. 1. The customer used square somewhere else and put in the wrong number 2. The credit Card they used is linked to an old number 3. Another customer put in the wrong number.

 

I have been using square for a long time and i have had each one of those scenarios happen. The customer has to contact square and have their info changed. You can also save them as a customer with their correct info. It is easy to get fixed but the customers can be very uneasy about it. So, be reassurring and informative on how easy it is for the numbers to get crossed up. Hope this helps BTI

Message 19 of 28
11,337 Views
Alumni

Hey @pcgranny - I moved your post to this thread where other sellers have asked the same question. 

@BTI is spot on with possible reasons why this could be happening. You can also check out the Best Answer on the first page of this thread for more information. 

Message 20 of 28
11,319 Views

My customer is upset !!! She only swiped her car and did not enter email address and I did not collect email address but all of her transactions with me are mailed to her daughter.

How can this be resolved. She does not want to make future transactions.

Her email is not entered within my dashboard and she has not used square with this card.

How can this happen.

 

Message 21 of 28
10,274 Views