Dispute on an Online Order

[igorramade]

We received 4 disputes this month from online sales that happened in September, all 5 days apart from each other. The orders were made on our square website, the delivery address was the same but different names, credit cards, phones and email. They asked for the same day deliveries.
Now it's clear that we were targeted by someone using a cloned credit card, we disputed already with square and we received a "Resolved in customer's favor".

How is that even possible? After disputing and sending the order emails.. receipts , pictures of the delivery ..and still resolved in customer's favor?

If the card is cloned and still goes trough the platform Square should be reliable, not the business. What kind of insurance or guarantee do we have from square that if someone buys with a fake card we're not going to be reliable? just imagine if u have ..10..20...40 online transactions that used a cloned card.

I've been with square since 2015 and never had any issues regarding online security, but I guess Square is not a safe platform for online business anymore. 

[Lou8 · Accepted solution]

Hi @igorramade , I'm sorry to hear about your recent experience. I understand dealing with chargebacks can be frustrating. 

I suggest enabling Square's Risk Manager tool to avoid potential fraud in the future. I invite you to check out this thread, where @Breffni gives a detailed run down of how this tool works.

Let me know if you have any other questions, or if there's anything I can do to assist.

[BestPizza1]

Square is definitely not a safe platform,  and doe not provide support to the merchants. We got unfair judgment and now we are out 1000. What a hit

[Lou8]

Hi @BestPizza1 , thanks for posting.

I'm sorry to hear you've recently lost a dispute with one of your customer.

It's important to note that Square doesn’t decide who wins or loses in the event of a chargeback, . The decision is solely made by your customer's bank or card-issuer. Instead, our role is to help you provide supporting evidence to make your case to the bank. 

If you have any questions about disputes, you can review the following support articles:

• Payment Disputes Walkthrough
• How Payment Disputes Work
• Preventing Disputes

Hope this information helps.