We had this issue several times and let you know that you share a financial risk in taking orders with square online. Employees makes the order came through SQUARE ONLINE, just as they make coming from DoorDash, GrubHub, UberEats, etc. They deliver it to driver or the person picking the order. They can't ask them to go to the home of the customer and get the credit card to store to verify, etc. They rely that to be done by whoever is accepting the order (doordash, grubhub or square online). Now customers disputes that they don't recognize the charges. Then you can't do anything and loose the money. You never got a chance to verify the credit card (square online did that).
We never had this issue with doordash, ubereats or grubhub (who offer similar services for similar fee - pickup fees are different from delivery - as is the case with square online). But they never forward such dispute to us as we are not the party taking the order through credit card.
We took time to submit the info which square online already had (like the receipt, order marked as picked up - though that should not be necessary as you can resell the custom prepared food and restaurant need to get paid for the food made) but nothing happened. We shouldn't have been required to do it as square online had all the info and again we had no control on taking the order.
So we have disconnected square online till we get the control and wish to warn others as well.
Thanks.
