Square Payment Failed (Status code CUSTOMER_NOT_FOUND:

Hi @cori80,

Thank you for reaching out.

The customer ID in question refers to the unique identifier that Square uses to recognize your customers in their system, not the WooCommerce user.

Just curious, does this happen to all your customers or only on specific ones?

Thanks for the prompt reply. Only specific ones. Not that the website had been up and running for long (4 months or so) but from what I can tell, two of the very first registered accounts has the problem above among 50+

Based on your comment, you’re saying square is trying to find that particular customer in square’s database to validate? I have the sync inventory option enabled on the plugin if it helps any.

Hi @cori80

Does this occur with a subscription? However, yes, you are correct. The Square Payment Gateway uses the customer ID to identify the customer in Square’s system, not in WooCommerce. When a payment is attempted, the system checks if the customer ID exists in the Square’s database. If the customer ID isn’t found, it returns the CUSTOMER_NOT_FOUND error.

Since you mentioned that this issue is only happening with specific customers, it’s possible that there may have been some issue with how these customer profiles were created or synced in Square. More info: https://developer.squareup.com/forums/t/payments-failing-retrievecustomer-error-customer-with-id-xxx-not-found/10676/4

Additionally, the inventory sync option should not affect the payment process. However, to troubleshoot this issue further, I would recommend checking the customer information in both WooCommerce and Square to ensure it matches. If the issue persists, you may want to consider reaching out to Square’s support for further assistance.

Alternatively, you could ask these customers to update their payment details, which would generate a new customer ID in Square’s system.

Please let us know if this helps or if you need further assistance.

Thank you Shameem. It’s not a subscription. We sell wholesale products to brick and mortar retail stores. There is an approval process and we require our customers to create an account so we can have their reseller certificates etc.

I compared the customer IDs like you suggested. One didn’t match and the other wasn’t in Square’s customer directory. I simply copied and updated the ID on WooCommerce. Hopefully that should fix the issue for that particular customer.

For the one that doesn’t exist. Should I create one manually in the square directory?

Hi @cori80,

Thank you for the additional details. Did you change your Square account in WooCommerce at any time by any chance? That may have caused the mismatch issue, as per this detailed reply from Square support in a similar case.

I compared the customer IDs like you suggested. One didn’t match and the other wasn’t in Square’s customer directory. I simply copied and updated the ID on WooCommerce. Hopefully that should fix the issue for that particular customer.

For the one that doesn’t exist. Should I create one manually in the square directory?

Keep us posted if you still present any issues with this! And yes you can try creating one manually, here’s the guide from Square: https://developer.squareup.com/reference/square/customers-api/create-customer.

I’d like to learn more about the root issue first, though; that’s why I’m asking if you switched the Square account at any time in your store.

Please keep us posted!

-OP