CHARGEBACK/DISPUTE

[BESC2]

I wanted to share my thoughts regarding chargeback and dispute cases within the Square community, hoping to advocate for other business owners who’ve likely had similar experiences. As a member of this community, I feel that Square doesn’t provide enough support when it comes to handling chargebacks and disputes. While Square does assist with submitting and challenging these cases, it doesn’t push hard enough from the seller’s perspective. This often leaves us vulnerable, with outcomes that tend to favor customers who may take advantage of the chargeback process.

Providing receipts and proof of purchased items seems to make little difference, as banks often disregard this evidence without offering any clear explanation. We have no options to pursue the matter further, leaving us at a total disadvantage. Business is not just about selling. I believe it’s about providing services and products that enhance daily efficiency and affordability, especially in being part of a community.

[Summer2024 · Accepted solution]

Hey, @BESC2 ! 

I hear you. I can understand it is frustrating on the Seller's end when it seems like Square isn't doing enough to fight for their Sellers. However, I do want to tell you, that there is an entire team dedicated to fighting and providing the evidence. Unfortunately, we just don't get the final say. It sucks. But, due to rules and regulations, once a dispute is decided by the cardholder's bank, there isn't anything else we can do. 

I am hoping that financial regulations regarding this could change in the future. But right now, we really are doing what we can.