Hi @MJ1983. As a fellow seller, I’m very sorry to hear about this. I wish I could do more than the minimum here, but of course I can’t. You said that you couldn’t figure out how to get in touch with Square. Their Customer Success Advocates can be reached here, and I would recommend you get them on the phone during regular business hours. They should be able to look up your dispute if you ask to be routed to the Dispute Resolution team. Most likely, if it is still possible, they should be able to help you amend your documentation with your signed contract.
I’ll add some further information, though it really won’t make you feel any better. Square’s hands might be tied, here. They are just the processor of record, the middleman, as it were. Most likely the dispute is coming from your client’s card issuing bank through Visa/Mastercard/Amex. Those two entities are the ones who make the ultimate decision to approve the dispute or not, and all Square can do is present them with your proof along with their electronic history of the transaction as it happened. If either of them rule against you, then Square can’t override them in most cases.
Unfortunately, you are correct. We live in an age when the benefit of the doubt is almost always given to the cardholder. Quite often, we businesses are left holding the bag with little recourse other than the courts. If the final decision is against you, remember that the least expensive route for you is to file a claim in Small Claims Court. There is usually a small filing fee. In some states, you might have to hire an attorney to file it for you if you are an LLC or company, and not a sole proprietorship. But, if you have the signed contract and evidence of your client’s past wrongdoing, you might at least get some of your money back — up to $5,000 in most states.
And, of course, you can always file a lawsuit against the client, but that is always expensive — usually more expensive than what you are owed — and it can take years. You can believe me on that part, as I recently concluded a civil court case that took almost two years.
I wish you well, as well as some peace of mind as you go through this.
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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