An Alberta couple is calling out a popular payment system after it says it has lost thousands of dollars in sales.
Cochrane seniors Allen and Judy Kalas told Global News they believe dozens of payments were incorrectly processed by Square Canada, a service that helps small businesses process credit card payments.
The end result was a $3,300 loss for them, they said.
“It’s a lot of money and we’re retirees,” Allen Kalas said.
“It’s just a little heartbreaking for us.”
The couple, who own True North Stained Glass Design and Fused North Stained Glass, said the mistakes began on Nov. 18 at a Christmas market event in neighboring Bragg Creek.
Kalas said the market was busy, and they made more than 100 sales. But days later, after receiving the receipts from Square, he said the amounts didn’t match.
Kalas said he called the company to find out where the missing money was, and was surprised to hear the answer.
“He said: ‘Of course you sold cash and that’s why it went through like this,’ and I said: ‘No, my wife always hits debit and credit. This is how we’ve always done it.’”
Kalas added the company representative told him he was very sorry, but added, “There is nothing we can do for you.”
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Kalas insisted they did nothing wrong and pointed to several receipts from Square that he believes show a discrepancy in how the payments were received and processed.
Square, known for its white, cube-shaped card readers, which it turns into electronic point of sale terminals, insists it was user error, and it will not refund any money.
“In addition to recording and processing card payments, Square allows sellers to track cash, checks, third-party gift cards and other types of payments to keep all records in one place,” said a statement from Square Canada.
“In this situation, the seller accidentally selected other tender types, rather than credit card, when accepting payments.”
“In these cases, Square functions only as an organizational tool and does not process any funds,” the company added.
It suggested the couple reach out to customers who bought their items and ask them for the money instead. But Kalas said Square was unable to provide him with any further information.
“He said, ‘Oh, well, we don’t collect that data,'” Kalas said he was told. “There is no way I can contact them if I don’t know who they are.”
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The couple was able to reach out to some of their repeat customers. But Kalas noted that they still had no way to get hold of those they didn’t know.
He hopes anyone who bought an item at the Christmas Market will check their credit card statements, and if it hasn’t been charged, contact them to make a payment.
“We spend hours in our studio. We are there six to eight hours a day,” he said.
“We enjoy doing the art, but I don’t really enjoy giving it away just for the sake of it.”
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