thread Re: Frustration with Disputes in Your Square Account Information

Frustration with Disputes

Daedalus — Mon, 01 May 2023 20:08:46 GMT

I am really trying to understand how is Square gonna protect me as a seller with people who steal other people's info to buy online from my store.

I run a small food truck and we offer online ordering.
been getting some decently big charge backs recently 50+$
how in the world is that my problem and not Square who cant verify the identity of the buyer?
not to mention the primitive credit card authorization form that Square tells u that you need to get your customer to sign it....
this is unacceptable!

Re: Frustration with Disputes

Donnie-M — Wed, 03 May 2023 18:39:39 GMT

@Daedalus I would look at implementing an ID/Credit Card verification on large orders for a food truck. The larger the not in person payment the greater the risk of fraud. Especially if it is a new customer. If the person shows up and can't show an id and the credit card, I would decline the sale and just refund the money. I think you are being targeted at this point because someone has figured out you will make the orders.

You can also look at square risk manager as a way to mitigate risk or put a cap on online orders and require those to be in person or phoned in and paid in person with a chip/dip on the card. Chip/tap/dip is the only way to prevent a chargeback thanks to the banks and the emv shift a few years ago. This isn't square but the banking industry.

Re: Frustration with Disputes

A1steve281 — Fri, 04 Aug 2023 16:18:51 GMT

The bottom line is Square takes their fees and does not offer support in the disputes. If you use Square, you will always be a victim anytime someone wants a refund. There is no way to overcome a dispute even if you have a document signed by the customer acknowledging a no refund policy.

Re: Insight on how a credit card dispute is handled

A1steve281 — Fri, 04 Aug 2023 16:23:02 GMT

You will always lose a card dispute. Square does not offer any support on a charge back. Square has no intention of representing their customers in these situations. Always prepare to lose money at any given time

Re: Insight on how a credit card dispute is handled

Ony — Fri, 04 Aug 2023 18:00:43 GMT

I doubt what you are saying is true. If the vendor always loses the dispute despite the evidence then there would be no reason to ever accept credit card. If what you are saying is true then this would invite dishonest customers dispute every charge, therefore making CC an undesirable form of payment for sellers.

Re: Insight on how a credit card dispute is handled

A1steve281 — Fri, 04 Aug 2023 18:16:49 GMT

I have been using Square since 2009. Every instance I have seen and experienced personally; cardholder always gets their money back. How many disputes have you been successful with in terms of not losing money?

Re: why is a customer able to dispute a charge because of an emv liability shift

A1steve281 — Fri, 04 Aug 2023 19:04:26 GMT

It doesn't really matter if the card is dipped, swiped, manually keyed in . It does not matter if the customer signs paperwork acknowledging a no refund policy. If the cardholder wants a refund then they will almost always (95% chance) get the refund in their favor. Even if they have kept the merchandise. This is called theft and Square has no team in place to help their customers. At all.

Re: Insight on how a credit card dispute is handled

Ony — Fri, 04 Aug 2023 19:16:53 GMT

None, this is the first time experiencing this. So tell me what happened on your end and what evidence did you submit? What were you selling? Did customer say they did not recognize the transaction? Or did they claim it was the wrong amount? Did they give you opportunity to “escalate” and send additional evidence? Square is not the decision maker it is the credit card company.

Re: Insight on how a credit card dispute is handled

A1steve281 — Fri, 04 Aug 2023 22:29:26 GMT

I have a form that was signed by the cardholder acknowledging our no refund policy. The cardholder came into our brick-and-mortar store, picked up merchandise and then filed for a refund and was successful despite all forms of evidence in terms of emails and documentation. Square said they are not a bank and do nothing in terms of representing Me, the customer in situations like this. I videoed the conversation with Square Team Members and they just hang up on you and tell you there is nothing they can do

Re: Frustration with Disputes

_Violet — Sun, 06 Aug 2023 18:02:18 GMT

Hi @A1steve281 - Thanks for following up on this thread.

Square doesn’t decide who wins or loses a dispute—that’s up to the bank that issued your customer’s credit card (like Visa or MasterCard). However, you have a better chance of avoiding future disputes by following a few best practices. Please see this article from our Support Center for further details.

I hope this information is helpful but please do let me know if you have any questions.

Re: Frustration with Disputes

A1steve281 — Sun, 06 Aug 2023 20:45:59 GMT

We know Square doesn't make decisions in disputes. The problem is- Square doesnt do anything to represent Us/Me. i have read the article. I have done everything suggested. The generic answer, solution, recommendation means nothing. I used to recommend Square to everyone, but i will actually suggest to people they reconsider doing business with Square unless they are prepared for financial loss. I thought we were bullet proof since we did everything Square suggested. Not true. Met with disappointment again. $650 chargeback. So now, we take the cardholder to court.

Re: Insight on how a credit card dispute is handled

alexandriak — Wed, 09 Aug 2023 18:46:16 GMT

This is false. I've won my share of disputes across multiple platforms. You just need to submit all of your evidence and if you're a B&M I always submit photos of the customer when it's an in store purchase.

Re: Insight on how a credit card dispute is handled

Donnie-M — Thu, 10 Aug 2023 10:43:06 GMT

@A1steve281 Square I think is coming out with a new product to help with this, but what I would do:

Sue them in small claims court for breach of contract, fraud, unjust enrichment, whatever the terms in your state, theft by deception....

Nothing says you can't do that, and add on legal fees. So make sure you just verify id, get good address, and I guarantee you will get his or her attention then.

Re: why is a customer able to dispute a charge because of an emv liability shift

Rodney76 — Sun, 18 Feb 2024 14:10:29 GMT

100% accurate . especially if you have a ecommerce site

Re: why is a customer able to dispute a charge because of an emv liability shift

Donnie-M — Mon, 19 Feb 2024 13:46:09 GMT

@Rodney76 You may want to check out https://squareup.com/us/en/payments/risk-manager this.

I think this addresses many of the concerns you have. It is true that if it the card isn't chip/dip/tap then you will usually lose. That was the EMV shift a few years back, not square. That is the big banks for you.

Re: Insight on how a credit card dispute is handled

Nothappywithsqu — Mon, 25 Mar 2024 02:05:28 GMT

Don’t be so ignorant. Obviously you have no clue what you’re saying. Square DOES not provide help and it’s true. They just take there fee. I’m right in the middle of one, and I did the service and now I am possibly loosing out on 10 days of work, $300 in gas to drive to job, and all kinds of fees. So if you don’t personally know then keep your mouth shut. Go be ignorant elsewhere

Re: why is a customer able to dispute a charge because of an emv liability shift

Midaya — Mon, 13 May 2024 17:08:34 GMT

I agree regarding how poor the disputes are and read this thread thoroughly. Customers of mine have been told once a payment is made they get no refund. If they get mad at their recurring invoice that they know will be charged on the first, and they didn’t cancel it appropriately, they are given an option by square to dispute it. I have won many, but I’ve lost too. This goes to show you that even if the customer is aware of their charge and even if you have a solid no refund policy in place, customers still have an option to dispute and all our submitted paperwork will not work for most if not all disputes perhaps due a combination of square “algorithm,” they’re outsourced sales reps, banks decision, and the customers’ option to dispute.

All these customers would need to be taken to court and you would have a lot of them. And or send these amounts to collections. All inconvenience to the business owner.

Hopefully in the future, this merchant square takes contracts, seriously. They simply need to create a system to where our uploaded contracts create some sort of automated campaign to the customers stating charges made at this facility are not be disputed based off the service contract signed and then dispute option disabled especially if name and last four of initial card used match. Something to that nature. Also, I truly believe that business owners exclusively should be the hired persons behind all business related sites such as those that post reviews or at the very least have a questionnaire in place to the customer attempting a negative review or dispute mitigating this harmful action. The ones who disputed and won at my store got free services unfortunately and it’s really upsetting.

So I completely agree that square has nothing in place to protect business owners, very similar to Yelp.

In this thread, this person is so adamant about going back-and-forth with you, it’s just ridiculous. If you read that other people are having issues with experiencing disputes… just because you aren't, this gents or woman’s testimony of their experience is enough for you to reconsider and realize that others are NOT having a wonderful time with their experience with square disputes.

And my testimony adds to this. I am a successful business owner with incredible contracts… This means nothing when it comes to square because customers have the option to dispute. You present whatever you want to the bank, if the bank sides in that customers favor, then that money goes back to that customer, end of story. Customers are given the option, after all paperwork is submitted and service contracts signed stating no refunds, to dispute.

Re: Insight on how a credit card dispute is handled

Ztechtint — Sat, 18 May 2024 18:40:37 GMT

we lose every single dispute with square. Lost over $8k in total now. No matter what proof I ahow

i still lose and square says their bs line of it’s not square it’s the cardholders bank. Absolute garbage

Re: Frustration with Disputes

Joe12246 — Wed, 13 Nov 2024 19:23:34 GMT

This situation has gotten worse, i own and operate a limo company, we offer people to pay by links, or through portal, but now some people pay with stolen CC. nothing to be done, ive lost all my disputes. Paid drivers, paid gas, insurance and registrations, now what, im out $2500. these people use fake matching ID so i cant use the ID option to verify.

Re: Frustration with Disputes

Donnie-M — Thu, 14 Nov 2024 12:10:57 GMT

@Joe12246 Look at risk manager, that might be a really good option for you. I do know the only way to really protect yourself is dip/tap in person transactions, but that wouldn't be feasible for all of your situations.

Also look at this.

https://squareup.com/help/us/en/article/7623-risk-manager-3d-secure-3ds