thread Followed dispute instructions and could not enter all supporting data. No response from Square! in Archived Discussions (Read Only)

Followed dispute instructions and could not enter all supporting data. No response from Square!

Geckolady — Sun, 28 Aug 2016 16:23:44 GMT

Got my dispute notice 8/22/16 and responded the same day. I followed the instructions to challenge and entered in what data I could. I noted in the form I could not send all the data as the form did not let me. On my dashboard it said my info had already been submitted to the credit card issuing bank. I used the support request form to ask why no-one had gotten back to me and also sent an email in response to "we got your support request." Still no response. I don't feel supported, and I wonder if I will lose the dispute because I could not enter all the supporting documentation I had. What is up here?

I also got an e-mail from am e-mail address the customer used in response to my "please stop the dispute e-mail" saying they "will e-mail Monday" about the dispute. I feel I have no-one to send that to either!

Re: Followed dispute instructions and could not enter all supporting data. No response from Square!

Kelly — Sun, 28 Aug 2016 18:17:19 GMT

Hi @Geckolady, we absolutely do not want you to feel unsupported! We have a full team that works specifically on these types of cases so you should never feel like you are facing this alone!

Once we receive your information, we will challenge this dispute on your behalf. We will notify you as soon as we have any updates from the customer's card issuing banks but keep in mind the chargeback resolution process can take 30 to 90 business days.

You are also welcome to jump on the phone with us! Check out this thread if you have any trouble getting ahold of us.

Re: Followed dispute instructions and could not enter all supporting data. No response from Square!

Spectrum — Thu, 20 Oct 2016 00:34:44 GMT

I feel the Square Team does nothing to fight for you. They simply send it on to the customers bank without a second glance. How can the customers bank can be judge, jury and excecutioner especially when it comes to the service industry. There is a lot invloved that simply is not taken into consideration when the bank makes thier decision. I just lost a dispute for $1,500 from a job I did for a customer over a year ago. The warranty period had ended but the customer was able to get their money back??!!

I will not be accepting credit cards anymore thru Square

Re: Followed dispute instructions and could not enter all supporting data. No response from Square!

Lorelei — Thu, 20 Oct 2016 17:33:10 GMT

HI @Spectrum, I apologize for the dissapointing outcome to your payment dispute. As a reminder, I can't discuss information surrounding your account due to this being a public forum. I do want to give you some general knowledge surrounding Best Practices for Accepting Credit Cards. This article highlights the most common supporting documentation that the banks are requesting when making thier final decision for a dispute. A Disputes representative will reach out to provide you more account specific information for your payment dispute.