Lost a Dispute with delivery confirmation!

[Flashoser]

Here’s a good one my customer orders in my Square store a product that we sell custom and Personalized Folding Grill Shelf Kits for MasterBuilt Grills , a Personalized shelf kit he orders. We do the design he approves the design, He placed an order looks normal he got approved same billing same shipping address going to California Compton.

We go ahead and ship it UPS delivery confirmation it gets delivered and six days later he says it shipped to the wrong address. Six days later ! 

He complains and states that our square store system put in the wrong address and expects us to ship him a new shelf to the correct address,  we said I’m sorry that you put in the wrong address we tried to help him look up the phone number of the address and so forth and he didn’t want to even try he just said they said nobody was there anymore. He was done with it and he’ll file charge back. 

he files a charge back Square gets a hold of me I provide all the proof the square invoice from Online I provide the That UPS delivery confirmation that it was excepted by a gentleman at that address at 11:03 AM in the morning. 

Square gathered it all up sent it into the bank in April and today from Square I got a message saying unfortunately the The card holders Bank found in his favor.

No that’s just not right how did Square’s system and his bank approve a wrong address in the billing address how did that sneak by square system and the bank system normally a wrong address is always listed as not approved by their bank you would think? Crazy!!

So now I’m out couple hundred dollars plus materials.. 

So now I don’t trust the square system anymore that’s just not right. 

[alexandriak]

Don't be angry with Square. 

It's incredibly hard to win a dispute and 99% of the time the bank or card holder will find in their customers favor. Square is just the middleman. You should be able to appeal. 

[TheRealChipA]

I’ll add my experience to @alexandriak ‘s.  Thankfully, over 12 years, I’ve had only one dispute.  Go figure.  It turns out that Square wasn’t the problem — the card issuing bank was because they have the mistaken impression that their customer is always right.  We in retail know that the customer is rarely right, but that this is not a popular opinion, nor is it one that will retain customers. So we live with that completely mistaken aphorism.  Ugh.

Anyway….. in my case, Square was part of the problem as my dispute involved their complete and total lack of safeguards regarding online e-gift card sales.  I ended up eating over $100 because Square would not admit that they had holes in their system.  Those holes are still there, so I decided to quit allowing my exposure and no longer sell e-gifts cards online, and only allow them in person.

The moral of the story?  No one has your back.  Ultimately, Square has to abide by the card-issuing bank’s decision.  It’s not right, but it is what it is.  All we can hope for is that Square learns from its mistakes and creates stronger policies and procedures for us — their ultimate customers.

I, for one, don’t delude myself into thinking that this will be quick or easy.  But I still believe that Square will eventually do the right thing by us.

I’m sorry about your loss.

Regards,

[Flashoser]

Again you're forgetting the Loop Holes in square, how did a Wrong Billing Address be allowed for a customer and it was approved? 

I was told by Square them selves it will be approved anyway, so there is no way for us to see the code or the AVS code to see if it was a match or not...

Again Square is at fault here for allowing a mis match on the AVS systems Address verification System..

[TheRealChipA]

@Flashoser I must be confused and so a little clarification is needed.

In your original post, you said the following:

1. that the billing and shipping address on the invoice were the same
2. that the customer complained about where the item was SHIPPED, stating that you or Square must have changed the shipping address they entered
3. that the customer disputed the charge rather than trying to work with you to get it shipped to the address they wanted it shipped to

If all of those are correct, then I still don’t see how Square could be at fault, or the bank.  As long as the billing address they gave matched the billing address on the card, then AVS would not flag it as possibly fraudulent.  Also, shipping addresses are not verified by AVS, only billing addresses.  Cards are used all the time to purchase items that are shipped to other addresses.  AVS, Square nor banks can possibly keep a list of all the valid shipping addresses for each card.

There are only two possible problems here.  Either Square somehow changed the customer’s billing address which is pretty improbable.  OR, most likely, the customer indicated when they ordered that the billing and shipping addresses were the same.  In this case, the customer’s bank made an error in resolving the dispute in the customer’s favor.  But I can not see how Square would be at fault here for a shipping error, unless you can prove that Square changed the shipping address.

It sounds to me like you were dealing with a slippery customer who can’t admit to their error.

Just my two cents worth.