Hello
Square Community,
I’m seeking advice on a frustrating issue. I recently processed a $10,545.92 transaction through Square Invoice on September 16, 2024, but the payment was flagged as potentially fraudulent a day after it was processed, and the funds have been held for four days. Square has advised me to issue a refund, but this is a genuine transaction, and the customer has already picked up the goods. As a small business owner, I can’t afford to refund such a large amount after delivering the product. There's no Guarantee Customer come back to make the Payment.
The customer has purchased from me before, and while I normally use QuickBooks, he wanted to use his AMEX card this time, so I used Square for the first time. The card is genuine—he called his bank in front of me to verify his identity and authorize the transaction. I sent him the invoice when he made the purchase. However, now the customer isn’t cooperating much, likely because he thinks I’m the one who initiated the fraud check or May be Taking Advantage of Situation. He might get away with refund and Goods. He’s uncomfortable sharing personal information like his driver's license or credit card details with me, which I completely understand.
When I called Square’s account department, I spoke with a representative and sincerely requested to be forwarded to a higher authority or anyone who could help, but the person just kept repeating the same thing and eventually hung up on me. Is this really their service? Is there any email address I can use to contact someone who can actually help? Could I even write a complaint directly to the CEO? I’ve tried everything and keep getting the same response—“Issue a refund.”
I didn’t know that Square would ask me for a photo of the buyer’s card and ID after the transaction was processed. If they need this, they should provide clear guidance when setting up the account, but this wasn’t communicated to me. I know this information may be buried in their lengthy agreements, but realistically, no one reads through 1,000 pages. This feels like harassment at this point.
I’m in the jewelry industry, so handling transactions of this amount is normal. But as a small business owner, this is a huge amount for me, and I can't just refund it after delivering the goods. I have WhatsApp messages from the customer confirming he is out of the country, CCTV footage, and supporting documents like invoices, but I don’t have any way to send these through the complaint form.
What steps can I take to get this resolved? I’m considering legal action or filing a complaint with the Financial Consumer Agency of Canada if things don’t improve, but I’d rather resolve this directly with Square. Any guidance would be greatly appreciated!
Thank you,
Jaydeep
