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Virtual Terminal FAQ

Find answers to frequently asked questions about Virtual Terminal.

How is Virtual Terminal different from using Square Invoices?

You can use both Square’s online invoices and Virtual Terminal to bill your customers via the online Square Dashboard.

  • Invoices: Ideal for sellers who don’t need to instantly collect payment, want to bill their customers via email, or set up recurring payments. Customers will receive an emailed invoice and enter their payment card details on their end. Learn more about sending Square Invoices.
  • Virtual Terminal: Suited for sellers who want to immediately charge their customers using a computer, either in person or remotely, for orders received over the phone or email.

Square’s standard processing fee for processing invoices is 2.5% + VAT per transaction for manually entered card payments for Invoices and for Virtual Terminal payments. Learn more about Square’s processing fees.

What are the fees to accept payments on my computer?

2.5% + VAT per transaction via Virtual Terminal. Learn more about Square’s processing fees.

What payment details do I need to collect from my customer to manually enter a payment?

You’ll need the following information to accept a manually entered payment with Virtual Terminal:

  • Card number
  • Expiration date
  • Security code/CVV2
  • Postcode*

  • You will need to enter a postcode when processing cards issued in the United States, Canada or United Kingdom on the Virtual Terminal.

Note: Payments will not be processed without a valid postcode.

Postcodes are used as an additional form of security to verify the card is being used by the cardholder or authorised person.

We also provide you a field to include a note for your records, with a length of up to 60 characters. If your customer has requested a digital payment confirmation, you can provide their email or mobile number. This will be used to automatically send your customer a customised digital payment confirmation of the transaction.

Note: The note field is for your records and you should not record personal, card or other sensitive information in that field.

Can I add items, taxes, and discounts to a sale with Virtual Terminal?

Yes. You’re able to add existing items from your Item Library to a sale, including modifiers, taxes, and discounts. You’re also able to apply discounts and taxes to a single-use custom amount or item using the Itemised Sale option.

Can I add a tip to a sale with Virtual Terminal?

Yes, when taking an itemised sale or a Quick Charge payment in Virtual Terminal, you can click Add Tip, then select an amount of 10%, 15%, 20%, or add a custom tip amount. To enable Tipping, from the Virtual Terminal Overview page, click on Settings > Checkout. Toggle on Collect Tips and then make any desired changes to settings and click Save. “Add Tip” will display in the payment page and be clickable once you add in an amount to the cart.

Can I split a payment with Virtual Terminal?

Yes, you can split a payment so your customer can pay by multiple payment methods. You can also record cash or other tender payments for record purposes.

If I split a payment with Virtual Terminal, will I be charged for each payment card?

Yes, there is a per transaction fee for split payments on card. You will not be charged if you are recording the split payments as cash or other tender payment methods.

Can I add a tip to a sale using split tender payments with Virtual Terminal?

No, the Add Tip feature is not available when splitting tender payments. Simply add the tip to the original payment amount before splitting.

Does Virtual Terminal work with Card on File?

Yes, you can securely store and charge a customer’s card on file using Virtual Terminal by manually entering or swiping your customer’s card.

Square’s processing fee for Card on File payments is 2.5% + VAT per transaction.

Can I schedule recurring payments with Virtual Terminal?

Yes, you can schedule recurring quick-charge or itemised sales using a customer’s Card on File. Learn how to schedule and manage recurring payments with Virtual Terminal.

How do I see transactions processed through Virtual Terminal?

Payments processed using Virtual Terminal will be included in your sales reports. Visit the Sales section of your online Square Dashboard and click Transactions. You can also view full transaction details, including the payment source, by exporting your Transactions CSV.

Can I customise how a transaction shows up on my customer’s card statement?

Yes, you can customise the Statement Identification field, also known as Billing Descriptor, for any transactions taken on Virtual Terminal. This Statement ID field has a limit of 20 characters, including spaces, to help you and your customer identify the transaction on their billing statements. If you are interested in this feature, please contact Square Support so we can activate it on your account.

Should I provide an email or a mobile number for my customer?

You should only provide a customer email or mobile number if your customer has requested a digital payment confirmation. This email or mobile number will be used to automatically send your customer a digital payment confirmation of the transaction.

How can I process a refund for a transaction taken through Virtual Terminal?

You can process refunds directly from the Transactions section of your online Square Dashboard or Square app in the same way as any other payment. Learn how to process a refund.

Can my team member access Virtual Terminal if they do not have access to Square Dashboard?

Team members need to have access to the online Square Dashboard to use Virtual Terminal. Should you prefer limiting their access to taking payments, follow these steps:

  1. Go to Team > Team Members from your online Square Dashboard.
  2. Click the name of the team member whose permissions you’d like to update.
  3. Click Edit Role.
  4. If it has not been checked already, toggle on Access Dashboard.
  5. Tick Take Payments with Virtual Terminal. If applicable, check Manage Customer’s Cards on File and Use Customer Directory and Feedback to allow this team member to save and charge cards on file using Virtual Terminal.
  6. Click Save.

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