Square Decline Rate in GHL: Up to 33%

Questions
1

We integrated Square and GHL, but something wasn’t right.

We eventually realized that the decline rate was FAR above average.

Despite being “escalated to the API Team” no one on our team ever was contacted with a follow up.

Has anyone else experienced this?

We eventually had to leave Square since no one was helping us and we were losing thousands.

2

We saw similar issues with unusually high decline rates. If support isn’t providing updates after escalation, ask for detailed decline logs and compare them with another processor. Hopefully the team can investigate further.

3

Hey all! I assume GHL here refers to GoHighLevel? That integration is developed and supported by the GHL team, so I’d recommend reaching out directly to them for support here. If they believe there’s an issue with Square, we can definitely assist their team directly with further troubleshooting.

4

We reached out to GoHighLevel Support but the error on the declines was the CSV error which is only thrown by Square. They asked for us to request detailed decline data. However I still have not heard back from anyone at Square unfortunately! Except you Josh :slight_smile:

5

Got it, sorry you haven’t heard back prior to this. If you still have an ongoing support request with GoHighLevel Support, you can encourage them to contact my team directly for assistance with the integration — either via these forums or a contact at Square if they have one.

Any changes to the integration would need to be discussed between GHL’s team and Square, and we don’t want to make you be the messenger between the companies for extended troubleshooting!

6

Hi Josh, that sounds great.
How would you like for them to get in touch with you?

7

Hi Josh,
How are you doing? :slight_smile:
Just wanted to follow up and see how we can get in touch.
I still haven’t received anything from the API Team and I’m hoping to put you in touch with the GHL Dev Team so that we can move forward.

8

Hi @jaklynsoler, if they have an existing business contact with Square (e.g. an Account Manager or Partner Manager) they should submit a request through them. If not, they’re more than welcome to get in touch with us through these forums themselves!