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

[TaeUtBarber]

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

[Iris]

Hi @theislandhouse  we're sorry you were having trouble with the dispute form. Anytime you are trying to submit supporting documentation, please upload them as PDF and or JPEG. Also audio and or video files will not transfer through in the form as well. If so then please have the audio file transcribed into a text document and take single frame shots of video file that specifically supports your claim. 

We see that you have reached out to us through both email and phone call. I'm glad to see you were able to speak with one of our Dispute Resolution agents earlier who was able to help you on the matter. If you have anymore additional questions or concerns, like @Tom mentioned please reply directly to the last Disputes Resolution Team email and we will be happy to help.

[Goerges]

I'm very disponted with the dispute result The Square Team did nothing to fight for us. 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 they gave you authorization over and over on the same card and then one month later they dispute the amount when it is accumlated to over 15000$. There is a lot invloved that simply is not taken into consideration when the bank makes thier decision. I had all the information that they asked and they gave me the authoriztion. why is it that I have to loose.  I just lost a dispute for sales done in August. I lost my merchandis and the money and Square tells me go claim it at court. 

[VanKalkerFarms]

Unfortunately, that is the case sometimes.  The customer's credit card company is in charge of deciding if their customer has to pay what you charged.  If you sent Square the documents you say you had they would have passed it on to the disputing bank and they make the decision that you do or don't have a good transaction.  Sometimes things like these do need to get settled in court if you can't work it out, depending on your state there is a maximum amount you can ask for in small claims court (in Illinois it is $10,000)  Square doesn't have any power to change the outcome other than to provide the information you have.  It is the same with all credit card processors that the buyer's Bank has the power and is an unfortunate side effect of the ease of accepting Credit Cards.

I wish you Good luck getting your money from this bad customer.

[Cutlerbaythrift]

Did not repesent me well at all! I had a court judement as well as purchase was over a year ago. I was awarded to the customer even after she took merchandise and claimed she did not get it. WOW! I will be taking my business elsewhere.

[buildNreuse]

Square has recieved a dispute from a customer who has received their goods. The dispute is invalid the product was shipped in good condition and received it in good condition. The customers order was canceled and the product was never return however square has deducted the $232 from my account this is an unfair business practice. I am out my product and the money. Square has not stood behind this transaction. This is a fraud and should be considered illegal. There's no one I can contact or get a hold of speak to about this situation. Second time this has happened.

[EJ_]

Hi @buildNreuse

I've moved your post over to this existing thread, as the Best Answer goes through the Dispute Process and how it works. Check it out when you get a chance. 

In regards to your post titled "How do I get my product back from a customer who has disputed the charge and kept the item?", unfortunately we don't really have any control over the fulfillment or returns of items once you've sent it to your customer. 

As a card holder, they have the right to dispute any payment on their bank/card statement, even if all goods or services have been provided. 

The good news is our Dispute Team will fight for you on your behalf and even cover you up to a certain amount if you qualify. When a dispute occurs, we'll notify you immediately via email and also through your Square Dashboard. Make sure you sign in to your Dashboard and provide all of the information that you have so our Disputes Team can fight this for you. 

You should be able to call us directly if you need, so feel free to reach out to our CS Team directly and we'll get you in contact with Disputes. 

[atozmedical]

Hi Everyone,

I have a customer who broke a piece of equipment while renting it. I have a signed rental agreement stating that if a patient damages any of our equipment they are responsible for repairs and replacement units should this happen. This is the first time this has happened and I charged him for the equipment. He then called and is threatening to do a chargeback & is threatening other legal actions since he believes we should have insurance to cover such things.

I have the following right now:

1. Rental Agreement signed assuming responsiblity.

2. Credit Authorization signed to charge the card

3. Recorded conversation admitting to breaking the equipment and him threatening a chargeback on principals alone.

Anyone with experience know if this will be enough? Pretty scary since this is the first time this has happened in our 14 year history and it's a rather expensive piece of equipment.

[katieand]

Hi @atozmedical - Sorry you're going through this experience! I've merged you on this thread with some more resources about the dispute process. You can also give our CS team a call to ask anything you might be curious about.

Best of luck to you!

[atozmedical]

Thank you. I'm just worried because they're going to chargeback out of spite instead of the chargeback's intended use. They even stated that on the recorded call. I don't want my Square account to take a hit because someone using chargebacks as a tool to bully small businesses.

[lindamotaa]

Obviously a terrible job at representing this dispute! did you even check my records! i'm getting a chargeback of over 600 dollars for a favor i did for my fathers business since the cards he received during his payments were on paper and i'd punch in the card numbers to receive funds and i'd have it and give the money since i had the reader in the first place. I'm an art vendor for crying out loud struggling why am i paying the consequence for doing a favor?! Terrible representation and this was from febuary i'm JUST finding out! i'm seriously considering discontinuing square if they are going to keep me in the negatives! Terrible!

[Tom]

Hey @lindamotaa,

I'm really sorry to hear about the trouble you and your father have been encountering with this. The seller community is a public space and I can't get into account-specifics in our online forums for privacy purposes. Our Dispute Resolutions Team should have reached out via email with more details. If you have any other questions, please follow up with them directly.

In addition, I'll be surfacing your post with them and ask someone to reach out. Apologies again for the frustration—a team member will be in touch as soon as any other information becomes available.

[Loveleightouch]

So square doesnt provide any protection for business, from false accusations from clients requesting their money back.

[EJ_]

Hi @Loveleightouch

I've moved your post over to this existing thread, which touches on some of our dispute protections we have in place to help with situations like this. 

Disputes are always a tough thing to go through for sellers, as your customers bank drives this process completely. It's important to remember that we have an entire team dedicated to fighting for you.

While I can't touch on your case specifically within the Seller Community, check out the Best Answer in this thread, which includes an awesome video that goes into more details. 

[Marla]

A person made purchases in my office in April and May and appears to have paid.

She sent me a letter 6/10 and now advised the person was not authorized to use her card.

I want to contact the police but thought I wouldd start by seeing how Square handles this since she claims she is contacting her credit cared company.

How do we handle this since services were provided and she has already paid?

Marla

[EJ_]

Hi @Marla

Sorry to hear you're going through this, but I want to let you know that we have an entire team dedicated to helping you win these types of cases. 

I've moved your post over to this existing thread, as it touches on the Dispute process and how it works with Square. 

If your customer chooses to dispute the payments they've completed with you, our Disputes team will fight on your behalf to prove that those payments were legitimate. 

Check out the Best Answer in this thread, which includes a cool video. Here are a few helpful article as well:

Payment Disputes Walkthrough

Speeding Up the Disputes Process

[Breickellashes]

i had two chargebacks and the square took the money from my account how can i fight that?

[EJ_]

Hi @Breickellashes

Sorry to hear you're going through a dispute. It can be a frustrating experience for sellers, but we're here to help!

I've moved your post over to this existing thread, so check out the Best Answer for information on how Square fights on your behalf when this happens. 

[501Americ]

As a business, we have a variety of customers like most others. 

Square offers now a General Service Agreement...

This offers even less in the lines of service agreement than in my own invoice booklet. 

It states that when signed the customer is satisfied with the service rendered and provided to them and they sign it also for the agreement of what charge they are given. I always discuss the customers needs before and find a solution. Then we fill out the paperwork and I always have it signed before the work/service is done. And always with an ID I ask for and put the information on paperwork.

In in most cases we shake hands smile and leave. And 99 percent of the time I even get a positive review from these customers. 

I now have anxiety anytime I see a CC come out of a customers pocket! 

Square drops their pants 99% of the time if the customer gets a wild hair a month later to dispute anything! Crooks rule their platform! I’ve had people admit to me even that they know if they run their card through a square reader they have a great chance of getting their money back in any situation!

why do business at all with square if they can’t protect the ppl that bring them business?

Honestly if I found a company in the near future that would take into consideration the binding paperwork already signed and then A signature signed on the Square device pad (x2 signed signature ) I would be more than ready to work with them or even pay them something more to prevent theft of services! 

Im not seeing that square is ready to stand by me and forfeit the processing fees they collect off of my back in this process of a customer dispute. And I have followed the protocol and advice strictly that  they offer to help prevent this. 99% of the time... the customer gets to take advantage and I’m out time money and material. 

SHAPE up SQUARE 

Give us a good platform! show us proof that you actually went to bat with a bank to help us and not copy paste apologies that a customers mood wins all the time! 

[EJ_]

Hey @501Americ

Thank you so much for posting, as this is great feedback that I can take back to our disputes team. 

When it comes to disputes, the customers card issuing bank drives that process. All cardholders are provided the right to dispute payments, and it's something that Square partners on with our sellers when disputes occur. 

While I can't speak to your case specifically, I can say that our Disputes team will absolutely go to bat for you and fight to keep your funds in your account with all of the information that we have and that you can provide. 

Unfortunately, the final decision is not up to Square. I know this can seem unfair (especially if a dispute was lost), but you can always reach out to the team that handled your case for more details on best practices and disputes prevention. 

Hopefully we can figure out a way to make this experience less painful for sellers, and we'll definitely use feedback like this to do so. 

[schwabber]

I need the proper square email address to send documentation related to a settled dispute with a customer. So square will release funds back to me

[AshleyK]

Hey! Thanks for reaching out, and welcome to the Seller Community. You will need to submit your disputes information via the dashboard, or write into our Customer Success team to get your questions emailed to our Disputes team.

I have merged your post with an existing thread that answers your question and has the links you need to answer your dispute on the dashboard. 

Of course, you can always email or call Customer Success if you still have more questions!