Customer service

[btssatish]

I called square customer support to check on the surcharge to be added on transactions which was made legal in Kansas since begining  of the year 2025.

Till date we are unable to add and wanting to know what was stopping square to incorporate in the software and the girl I was talking to Courtney M just SLAMS THE PHONE showing DISGUST.

Been square customer since the time the software first came out.

This kind of CUSOTMER SERVICE IS NOT ACCEPTABLE. 

For the money they make out of small business like us these customer service reps dont need to be working and harassing customers who pay their wages.

6 months into and so called best software company cannot incorporate into the software giving a lame excuse of visa networks are not allowing them to do that........

THIS NEEDS TO BE DONE RIGHT AWAY.

[Minion]

HI @btssatish 

While there isn't a surcharge per say, Square incorporated this some time ago. Alternatively, and probably the easier way would be to simply increase your prices by a % that fits your needs. While Kansas made it legal, there is no obligation for Square  to make a surcharge a priority given the rules and regulations set forth by MC and VISA it could be  a slippery slope for everyone else outside of Kansas. 

As far as the Representative you spoke with, I wasn't on the phone call so I can't speak of how it was handled , but since calls I am sure are recorded for quality assurance, if you feel like you were treated unfairly I believe there are steps you could take to file a complaint and they can review the phone call. 

[btssatish]

Even though it is a law visa or MC can bypass? Never had this happen some company rules are above the law. 
square is a puppet in the hands of visa and MC and small businesses like us must take the heat.

increasing the prices is a joke that you are recommending. You would rather not have visa and MC not obey the law but come up with the idea of increasing the prices.

how are other companies allowing in Kansas? Why only square has this issue?

don’t come up with ideas how  to pass off your inability to fix the issue. Work in favor of you clients and not the greedy visa and MC networks who have ripped small businesses.

[TheRealChipA]

@btssatish As @Minion stated, this is the way it is with Square.  Since we are not aware of any changes coming up (and, if we were, we as fellow sellers would not be able to divulge those, anyway) your only choice here is to vote with your feet.  A few months ago, Square did announce that they were "working on something,"  But there has been nothing since then, which means that nothing has happened.  I'd recommend looking at one of those great competitors you mentioned.  But, insulting Square for their policies is no different than your customers insulting you for yours.  It's wrong, on all fronts.  Be civil, or don't be at all.  If you don't like a Square policy and it's that important to you to charge card surcharges, wise or not, the move to a company that allows it.  It's that simple.  Personally, I have walked out of businesses, cancelled contracts and boycotted all businesses who have card surcharges.  I find them a bad business practice since we can just add in this expense into our item prices, like we do rent, utilities and all other costs.  This one is no different.  Anyway, I think you should move on, if you can't be patient while Square hopefully fixes this non-problem.

[Minion]

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@btssatish wrote:

Even though it is a law visa or MC can bypass? Never had this happen some company rules are above the law. 
square is a puppet in the hands of visa and MC and small businesses like us must take the heat.

increasing the prices is a joke that you are recommending. You would rather not have visa and MC not obey the law but come up with the idea of increasing the prices.

how are other companies allowing in Kansas? Why only square has this issue?

don’t come up with ideas how  to pass off your inability to fix the issue. Work in favor of you clients and not the greedy visa and MC networks who have ripped small businesses.

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I am a small business owner and a seller just like yourself.  I don't work for Square, yet simply try to help out other fellow small business owners like yourself.   I'm only stating what other sellers have done, and not what I do. I posted the links to MC and Visa, so that any other future seller who may find this thread has the knowledge of MC and Visa expect you us to do to avoid potential penalties handed out by them.  Some use the surcharge feature that I linked above, and others simply adjust their pricing to cover the 3% cost by the monopolies that are Visa and MC. 

[ryanwanner]

Hello @btssatish !

In addition to what @Minion and @TheRealChipA  have mentioned here, I would like to point out one other thing. It is a US law (which will supersede state laws) that merchants can not add a surcharge to debit card transactions. I'd bet that Kansas laws allow surcharging on credit cards only.

The trouble is that currently Square does not have the ability for us to differentiate between credit and debit cards at time of purchase. The easiest solution to this at this current time was to just simply not allow surcharging at all. As a fellow seller on this shared platform, I can tell you that I would be beyond angry if Square got shut down because a few sellers decided to ignore the rules. This is also why Square is so quick to cancel accounts of sellers who choose to violate the rules.

Is this the best answer to this solution? Depends on who you talk to. Me personally, I have decided to look at the merchant processing fees as just another cost of doing business and have adjusted my prices accordingly. This may or may not work for you, but I do know that the "safest" way of getting around this if your pricing strategy isn't capable of absorbing the fees is to do a blanket price bump across the board then offer a Cash Discount, which is completely allowable under the regulations and the law.

[btssatish]

Thank you Ryan, increase of price is not an option since we are in clothing alterations business and we compete with people working from home or just taking cash and not even provide credit card option. It is small town and the minute price increase happens the word will spread like wildfire. When we tell the customer with all honesty that state law allows to charge. the extra fee they are more than happy to pay. Yes it is a part doing business but when competing with home based businesses, Square rep did call this morning and said they are working on this and by the end of this they should be incorporating that feature.