Disputed refunds are not sent to customers

[Cupid4441]

I have had several customer contact my store after submitting a dispute and state they were never refunded by their banks. One customer brought in a letter from the bank stated that the disputed was denied yet on my dashboard square stated the dispute was "resolved in customers favor" and the money was taken out my account. Has anyone had this problem. I am wondering if square  is keeping the refunds and telling us that they refunded the money?

[JustinC]

Hey there @Cupid4441 - Sorry to hear your customers' aren't receiving their credit.

To be clear, Square does not keep refunds when they're issued to your customer.  I suggest reaching out to our Disputes Team for further assistance, as they have more insights into your charge-back cases:  squ.re/contact

[Cupid4441]

Maybe your are not misunderstanding me.... I know square that keeps the refunds prior to the dispute being completed. I'm speaking about after the dispute has been completed. The customer is stating that the were denied the refund on their end after while square has taken the cash from me and said "they refunded the customer". On my dashboard it says "resolved in customer favor", customer end says "Refunded denied". WHO HAS THE MONEY?

[JustinC]

@Cupid4441

As mentioned before, contact our Disputes Team to learn more about this. We won't be able to give you an answer through Community since your issue is account specific.