thread Re: Faulty Unit in Payments Troubleshooting

Faulty Unit

Dragonslayer — Sun, 21 Sep 2025 15:59:41 GMT

My card reader stopped working as it was deemed by Square to be faulty. They said they'd send free another unit and to dispose of the damaged one. I said surely they'd want it back but they said any issues they give me a long number to use in case I got charged. Guess what I got charged so I contacted Square straight away on that same day. They just said that number had expired after a time yet I only got informed of them charging me weeks later. Now they've got my money and washed their hands of it ignoring messages.

Re: Faulty Unit

Breffni — Wed, 21 Feb 2024 14:20:12 GMT

Hi @Dragonslayer, thanks for flagging this.

Sorry to hear about this experience. Per our Hardware Guarantee:

Select Submit claim to complete the warranty claim. You will also receive a warranty confirmation email of your warranty submission. This email will include a link to generate the prepaid delivery labels.

- Within 14 days of receiving your replacement hardware, send us your old hardware, including all original cables and accessories. Use the same box your replacement unit arrived in and apply the prepaid label provided in your confirmation. Make sure to remove any previous addresses and/or barcodes.

However, I'd like to take a closer look into this, as it sounds like there may have been some miscommunication, so I will follow up with you by private message.

Re: Faulty Unit

Dragonslayer — Tue, 30 Jan 2024 12:02:59 GMT

Yes I mentioned the 24 day to return damaged item but the operator of yours said to dispose of it and in case they take funds they sent a claim number of course we only heard about the cash being taken weeks after receiving the device then when we mentioned the claim number we were told it had lapsed. We contacted square on the same day we were charged initially we were told we wouldn't be.

Re: Faulty Unit

Dragonslayer — Tue, 30 Jan 2024 12:15:10 GMT

Re: Faulty Unit

Breffni — Tue, 30 Jan 2024 14:13:18 GMT

Thank you @Dragonslayer.

Confirming here that this charge has been credited to your account, apologies for the inconvenience again.