Account Services

[IMCA]

Hi there.

I have just started up my business and its exciting times looking forward to what the business can achieve. However, upon accepting the first payment from our client Square requested more information about the business where I have uploaded all ID requirements along with Business Registry details and how we invoice to you.  Further to that information an email was sent to me to advise that you weren't able to fully verify our account with the information which I find it hard to fathom and requested for further information which I have also provided. Once uploading that information to you I was advised that you will get back to me within 1 to 2 business days. It is now the 3rd business day and no one has contacted me. I have contacted your customer service line and as usual they cant provide any information apart from their generic responses so I don't see the point of why there is a telephone number provided to call when the representatives cannot provide a solution. 

Starting up a business like many others is suppose to be exciting times and we rely on our cashflow to operate. this whole process now has taken almost 1 week and we decided to go with Square only because your interface was user friendly and I thought that given that our friends also use Square we might as well too only to be stuck in this Jam. 

Moving forward, I would appreciate it if someone contacted me instead of the reverse. And as you know we are living in unprecedented times since the covid 19 impact and I this brings PTSD memories of business's going bust due to lockdowns and unable to operate effectively and efficiently. 

Looking forward to your response.

Thank you. 

[Laurie_]

Hi there, @IMCA,

I can appreciate where you're coming from here and I would be happy to offer some further context around this process.

Firstly, in looking at your Square account review from my side, I can see the Account Services team has issued an additional request as of 12.40 pm today. You will have received an email from this team with the next steps on how to proceed with your account review. 

Given that the Seller Community platform is a public space, I'm unable to discuss account specifics with you via this forum or facilitate callbacks. However, I can escalate your case with our team in the event you haven't heard back within the expected time frame. Keep in mind, the 1-2 business days timeframe is for each information request sent to you and is not reflective of the total time required to verify new Square accounts.

Due to the nature of Square being a card processing company we need to learn about businesses and the types of goods and services they are providing. We do this to make sure we are maintaining a safe and secure card processing environment across all of our Square accounts for both our merchants and their customers. Once we’ve reviewed the information, an agent will send you an email letting you know when to expect those funds. Please note: this excludes public holidays.

During this period, our Support Team is able to offer general guidance on how to submit the required information, and can also submit a request to expedite your review based on individual circumstances. They are unable to provide further details in regards to the review itself, outside of the information included in the emails you have received. With this in mind, if you still feel as though adequate support was not offered in response to your query, I would be more than happy to forward your feedback directly to the advocate assisting you as well as their manager. We want to ensure we're providing a great customer experience for our Sellers, and feedback like this helps us to refine our service.

I also notice it's your first time posting to the Seller Community. I'm sorry to hear a bad experience has brought you here but I hope I've been able to shed some more light on this process and help to address some of your concerns.

I'd be happy to expedite your case once you have responded to the information request sent to you at 12.40 pm today. You can let me know in your reply once you have submitted this information so I can flag this with our team.

[IMCA]

Hi Laurie, @Laurie_ 

Thank you very much for your reply. Yes indeed I am new to this and have not come across a situation of such before.  I do understand that you would like to understand how my business operates and completely agree with you as well in the sense of maintaining a safe and secure card processing environment across all of our Square accounts for both our merchants and our customers.

It is not a bad experience even though it is my first time posting here I just want to rectify this issue so that we can continue to do business as intended. 

With reference to the current situation at hand. Our customer has received the goods while we are out of pocket as the funds are stuck with you. 

Given that tomorrow and Monday is a public holiday I would appreciate if you can expediate this for me as I have now responded and completed to the additional information requests.

Thank you.

[Laurie_]

Hi again, @IMCA,

I'm glad we were able to touch base about your case today.

I've gone ahead and submitted a request for an expedited review of your last information request. I can see on my side that you have responded in full to this request - thank you for taking the time to submit all of the required information.

For now, we'll need to wait for the Account Services team to respond to my request. Similar to previous reviews, you will receive an email notification from this team once the review has been completed, within an outcome of the review.

While I'm hoping the team will get to this quickly, the Melbourne office will close at 5 pm today and won't reopen until 9 am on Tuesday, 11th April. I'll be able to confirm whether the review will be completed today once I hear back from the team.

[Laurie_]

Hi @IMCA 

The Account Services team have now completed their review and has contacted you via email with the outcome of their review and the release date of your held funds.

The information we can provide is included in the email you received. If you have any issues locating your email, please reach out to let me know.