thread Re: Who represents me (the seller) during the dispute process? in Archived Discussions (Read Only)

Who represents me (the seller) during the dispute process?

TaeUtBarber — Fri, 21 Jul 2017 20:23:30 GMT

Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

Re: Who represents me (the selller) during the dispute process?

Spenser — Tue, 09 Apr 2019 21:36:46 GMT

Great question! We have an entire team dedicated to working with, and guiding our sellers through the dispute process. We're committed to challenging any payment disputes you receive from a customer (as long as you want us to). For a more thorough explanation about the dispute process, please check out this article: Resolving Payment Disputes.

You can view best practices in the video below.

Re: Who represents me (the seller) during the dispute process?

Collie — Sat, 01 Jul 2017 00:27:35 GMT

How do we provide documentation since we do not have the customer signed receipt as in the past?

Re: Who represents me (the seller) during the dispute process?

Sean — Sat, 01 Jul 2017 00:27:59 GMT

@Collie - We won't need you to provide a receipt, we'll already have that on file. Most of the time, the Disputes Team is just looking for more details about your business, and any extra information that you might be able to offer into the transaction. We just want to have as many details as we can so we can help you win!

Re: Who represents me (the seller) during the dispute process?

chicagonature — Sat, 01 Jul 2017 00:28:31 GMT

Hi, I'm brand new to square, but not to accepting credit cards. I've been taking them for 28 years.

Does anyone have trouble with dealing with Square when it comes to chargebacks?

Let's say that I sell books at an event for $75 and I have 20 of the exact same value: $75. From what I can tell, you never get the customer's name unless you can write it down during the transaction. If that customer claims to not have received the book, when the chargeback comes in, you're only given the last 4 digits of the CC number and the value of $75, which doesn't tell you who the customer was.

Currently, I use a cellular CC terminal with built-in printer that gives both me and customer a printed receipt and it has the customer's name on the receipt. This seems to be more full-proof when it comes to chargebacks.

I wonder how good Square is at protecting merchants and arguing their cases.

Please let me know your thoughts on these things.

Thanks so much!

Mike

Re: Who represents me (the seller) during the dispute process?

EJ_ — Sat, 01 Jul 2017 00:30:11 GMT

@chicagonature Hi there! Check out the information in this thread. It should relieve any concerns you might have with disputes and chargebacks.

Re: Who represents me (the seller) during the dispute process?

chicagonature — Sat, 01 Jul 2017 00:32:02 GMT

E.J.,

Wonderful!

Thanks for the help!

Mike

Re: Who represents me (the seller) during the dispute process?

VanKalkerFarms — Sat, 01 Jul 2017 00:37:10 GMT

If you look up a sale on the Square website, you can see the name on the customer's card and the signature on the digital receipt. I haven't (knock on wood) had any disputes, but Square should give you enough information so you can pull up that customer's receipt to verify the name on the card.

Re: Who represents me (the seller) during the dispute process?

hgb — Sat, 01 Jul 2017 00:37:38 GMT

Hi Mike, working on a problem now and we sure don't feel like they fight to get our money back when disputed, plus they take your money instantly but keep it as long as possible. H

Re: Who represents me (the seller) during the dispute process?

BBW7565 — Sat, 01 Jul 2017 00:39:03 GMT

I have a charge dispute from a customer for a reservation. It states on our website, and i tell them, that we only refund if we can fill the room. I have not filled the space but sent the person a refund less service fees. She has not cashed the check and Square is continuing the dispute. I have explained this on the dispute form. Square has not acknowleged my communication. I can't get find a phone number to call them. I'm going to stop using Square if they can't help a customer who is making money for them.

Suggestions please.

Re: Just received a dispute notice ~ what do I do?

EJ_ — Wed, 07 Sep 2016 18:32:26 GMT

@BBW7565 - The articles and information posted in this thread should give you some helpful information. Once you provide all of the information to the dispute form, our Dispute Team will get the document reviews done in 1-2 business days in most cases.

Our Disputes Team is on your side in this, so they'll do everything they can to fight to keep the funds in your bank account.

Re: Who represents me (the seller) during the dispute process?

LPStudios — Sat, 01 Jul 2017 00:38:46 GMT

Well said, "We have an entire team dedicated to working with, and guiding our sellers through the dispute process. We're committed to challenging any payment disputes you receive from a customer (as long as you want us to)"

This is true, as in, they have an entire team to handle phone calls from angry businesses who just had their bank account wiped from a fradulent dispute. The team takes your information and passes it to the customers bank who then rules on the claim. Square has abbsolutley nothing to do with the "fighting" proccess in reality. They pull the money out of your account imediatley after recieving a dispute, if the funds are not available their system re-tries to transaction two additional times days apart from one another, leaving the business liable for any overdraft fees in the process. The whole process is cowardous, the businesses are guilty until proven inocent and square tries to save face by not involving themeslves in the process. That's my experience.

Re: Chargebacks: How Good is Square at Backing their Merchants?

LPStudios — Wed, 07 Sep 2016 18:24:36 GMT

They don't "Fight" for you at all. They take a statement and any relivant information from you and pass it to the customers bank. The customers bank makes the final ruling. The Square dispute team rep I talked to asked if there was anyway I could "I don't want to say threaten, but, put pressure" on the customuer to cancel their dispute. !?!?!?! After asking if there was anything else I could do to get our money back the rep said my company could take them to small claims court.

In my case the customer booked out dates in our studio totaling almost $4000. They used two days, were sent instrumental mixes created by our producer and musical director, then never contacted or showed up for any other session dates. The customer has since disputed the entire amount without ever contacting us. We have a 48 hour cancelation/full refund policy the customer was aware of, we have all the paperwork for the transaction and weeks of e-mail corospondance with the customer, and yet my company had to waste time dealing with this and now have to pay over $200 in overdraft fees. Thanks for being on our side Square.

Re: Just received a dispute notice ~ what do I do?

LPStudios — Wed, 07 Sep 2016 18:29:39 GMT

That's a flat out lie. Square "Holds" the money imedeatley after getting a dispute, and leaves the ruling up to the customers bank. There is no fighting involved and no insentive for the bank to come to a quick ruling so you're out that money for atleast 90 days.

Re: Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

Lorelei — Wed, 07 Sep 2016 19:51:51 GMT

Hi LPStudios! I apologize to hear that you are having this experience! I see that you spoke with a Disputes Representative today surrounding this issue. I understand your frustrations with the Disputes process. However, I would like to reassure you that our team is actively advocating on your behalf. If there is any confusion surrounding the hold policy you can check out this Help Center article. If you have any additional questions, please don't hesitate to respond to the email our representative sent you today.

Re: Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

Spectrum — Thu, 20 Oct 2016 00:25:52 GMT

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: Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

Lorelei — Thu, 20 Oct 2016 17:32:33 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.

Re: Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

yasminjay — Fri, 17 Feb 2017 20:31:12 GMT

It just happened to me. They took $394 from a guest who stayed at my place for 3 days and decided she couldn't take it anymore because it was raining and windy. Her other complaints were all untrue but Square took her side and withdrew money from my acoount immediately.

Re: Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

Pete — Fri, 17 Feb 2017 20:59:31 GMT

Hello @yasminjay, when a chargeback is initiated by a customer the funds are immediately placed on hold by the acquiring bank. The funds are not immediately returned to the customer. Once a decision is made on the case the funds will be released.

At this time someone from the Disputes team will reach out to you via email about your specific case. If you have additional questions about the process or your case, you can reply directly to that email.

Re: Who represents me (the seller) during the dispute process?

simple — Sat, 01 Jul 2017 00:40:10 GMT

I was sent an email that more information was needed regarding a payment dispute.

In the email it says "click here" to fill out an information request form, but when I do the page says, "Dispute Challenge Submission: Your payment dispute is pending a decision from the customer's bank."

There is nothing to fill out, please help.