Hi everyone,
I'm looking for advice from other merchants who may have dealt with a similar situation.
A customer made a purchase at our physical retail location, signed up for our membership program, received discounts, and completed the transaction in person. The customer never contacted us with any concerns, complaints, refund requests, or attempts to resolve any issue.
This same customer previously filed a chargeback on an earlier purchase(goods/service not received). We followed Square's standard dispute process, submitted our evidence, and challenged the chargeback.
Despite doing everything Square recommended, the customer's bank still approved the chargeback.
Months later, the customer returned to our store, used membership benefits and discounts again, made another in-person purchase, and has now filed another chargeback.
I contacted Square and was told that there is no special process for repeat chargeback situations. They advised us to follow the same standard dispute process again, even though that process did not prevent the previous chargeback from being approved.
Square also confirmed there is nothing they can do differently on this case despite the customer's prior chargeback history.
Has anyone experienced a repeat chargeback customer like this? Were you able to successfully fight the dispute, report the behavior to the issuing bank, or take any other steps to protect your business?
Any advice would be appreciated.
Thank you.
