Disputed Credit Card Transactions

[rminchew]

I've been using a Square credit card for business transactions for less than three months and today I noticed two transactions out of nowhere that I've had to dispute.  The system should have flagged these as suspicious and now I'm concerned it will be a long, frustrating experience to be reimbursed.  Anyone have experience with this before?  

[Kassi_ · Accepted solution]

Hey there, @rminchew - 

Welcome to the Community! 

I completely understand your frustration with having to deal with these fraudulent transactions and filing disputes. I can assure you our Security Team take the utmost care at flagging those transactions as soon as possible.

As an added layer of security, I would recommend turning on the transaction notifications for your card. You would get a text whenever the card is used. This Support Article has the steps to enable this through your Dashboard or Point of Sale app. This adds an extra layer of eyes to anything that is missed and I personally use this with my own debit and credit cards. It gives extra peace of mind as well. 

Please let me know if you have any other questions or concerns. I am happy to circle back with you. 

[rminchew]

Kassi,

Thanks for pointing out action I can take.  But what action is Square taking?  "Utmost care"?  What does that mean in terms of taking responsibility and ownership of your failure to flag the transactions?  How are you resolving the issue in a timely and just matter besides passing action to myself and American Express?  I'm not convinces and frankly tired of supporting that 'understands' and adds burden to the user instead of taking the wheels and fixing the problem.  Best, Rosanna

[Kenmul-d]

Square has not helped me at all with disputed charges. They continue to be unresolved. I will start using a diffent company after 3/31 when they say it will be done. I don't beleive them because I have one unresolved after 2yrs.

[kacey_k]

You absolutely nailed it! 👏👏 This is EXACTLY the issue I’ve been dealing with myself. Square is quick to tell us what WE need to do, who WE need to contact, and how long WE need to wait, but where is THEIR accountability?

As a fellow Square Champion and longtime seller, I genuinely believe in the platform, but that doesn’t mean we should blindly defend it when it’s failing the very business owners who depend on it.

I’ve spent days being bounced between Square and a merchant, with neither taking ownership of the problem. Meanwhile, my business is the one being affected. I’ve now filed a formal complaint because simply being told someone “understands my frustration” isn’t a resolution.

Empathy without action is just another scripted response. We aren’t asking for special treatment. We’re asking for accountability, transparency, and actual solutions.

Thank you for speaking up! More sellers need to realize that we can support Square while still holding them to a higher standard. ❤️

[kacey_k]

What if you have all that and still after 5 days there is still a pending charge for an authorization hold for fuel and the actual fuel charge settled next day but $250.50

is still showing pending so I can’t dispute. Square has been no help at all. None. I have escalated it, have reference numbers etc. Next step is file complaint. 

[kacey_k]

I’m currently dealing with a $250.50 pending charge from when I got fuel and paid at the pump. I can’t get help anywhere.