Non-Fraudulent Activity Marked As Fraudulent and Refund Failed

[wllblsstn]

Hello everyone,

I'm new to Square.

I had a friend who wanted to use their Visa pre-paid gift card to purchase an item for me.

The card worked, but considering I recently created this account, I had to undergo a review. The transaction was marked as fraudulent by Square as it "could be" a stolen credit card, and they suggested I refund them.

I tried to refund the transaction, however, was met with a "refund failed" error.

The balance is marked as pending transfer "sending 22/4/2024", however, the email said all deposits to bank will be suspended.

I have been working closely with my friend. He has proof that the Visa gift card is his and is registered. We called the Visa gift card provider and they said there's nothing wrong on their end, no blocks, no nothing. The transaction went smoothly to Square.

What can I do in this situation? Square customer service won't be available til Monday and I'm very worried. Will they actually be able to help resolve this issue so one of us can get the funds back. 

I can see an option for refund to gift card. If I refund the amount as a square gift card, will my friend be able to use the card to purchase from me again?

Thank you 😄 

[Sineaid · Accepted solution]

Welcome to the community @wllblsstn, and sorry to hear about the trouble you're having with your account. 

On occasion, our account services team may request that you provide additional information about yourself, your business or a transaction. 

In these cases, please be assured that Square will work towards a resolution as quickly as possible and endeavor to keep you informed via email along the way.

As the community forum is public, we wouldn’t be able to discuss account specifics here. So, we would ask that you continue to work with our support team directly on this. Our support team would also be best placed to advise on any refund options available, in these circumstances. 

Thanks for your understanding.