Fraud Alerts with Square POS

Square lists ALL mapped TM vouchers/rewards on the register, regardless of whether a customer has the discount available to use on their account.

This leaves room for cashiers to incorrectly apply discounts to a sale if they don’t confirm a customer's available rewards on the tablet.

When a discount is incorrectly applied to a purchase and the sale is completed, an email will be sent to the Portal contact notifying them.

Transaction: POS transaction ID - this is listed on the customers profile history next to the sale

Location: Store that the sale happened at

Discount: The voucher/reward that was incorrectly used on their purchase

Customer: Customer’s name in Portal database

Common Reasons for Fraud Alerts

1. Multiple Vouchers/Rewards Have The Same Name

Example - a business has two vouchers: “$5 Off - BDAY” and “$5 Off - FriendReferral”.

If a customer has the “$5 Off - BDAY” voucher on their account but the cashier mistakenly applies the “$5 Off - FriendReferral” voucher to their sale in Square, a fraud alert will be generated. Even though the prefix is visible on Square, it can be easy to miss, especially when busy. The easiest solution is to change the voucher names.

2. Redeeming Discount On The Tablet And On The Register

Sometimes cashiers will flip the tablet to the cashier side and redeem a discount on a customers account, and then select the same discount on Square to apply it to the sale.

This is incorrect - the proper process is for the cashier to redeem a discount on the TM Tablet or Square register, but not both.

If they redeem the discount on the tablet first, they’ve already removed it from the customers account. So when they select it again on the Square register, they’re technically applying a discount the customer no longer has which will trigger a fraud alert.

We always suggest applying the discount through Square over the tablet as this is a much faster process for the cashier.

Additional Questions?

As always, if you have any additional questions that isn't covered in this guide do not hesitate to contact us and we'll be happy to help.