How can you approve the transaction and 2 days later decide it was fraud?

[Ana17]

I had terrible experience with Square. I had provided the service to the customer in person on 09/27/25 and she paid me with her debit card, Square approved the transaction and I let customer go…Two days after I called Square and they said I have to do full refund to the person who already left and Im not able to return my service back, it is like you bought nice shoes in the store, left, and the store gave you full refund after that… Im in touch with the customer and she doesn’t want to receive any refunds(because it looks for her as a red flags, she is elder lady) She sent me screenshots from her bank account, I know her fb page, mailing address, phone number, full legal name, I can provide screenshots from our conversation when she declined to receive refund and now Im loosing my money because somebody decided it is fraud. So, in fact: Square charged my customer and hold my money for fiction reason… 
And my personal: my 71y.o. Mom was hit by the car on September 11 and I needed to pay  for rehab with this money but Square decided it is not important

P.S. Square never contacted my client and tried to verify the transaction, they scammed me as their client instead

[ryanwanner]

Hello @Ana17 ! 

Something seems fishy here to me. There is no regular reason for Square to tell you that you have to refund a purchase. 

Now, if there is an issue with your account that caused Square to hold funds, that can cause the problems you're seeing. Issues can range from pending account verification all the way to the government saying something isn't right.

Either way, I'm sorry you're going through this, but realistically your best bet is to keep working with Customer Service to get to the bottom of this. I'll tag some moderators so they can reach out as well, but overall there's only so much we can do with a situation like this in an open, public forum. 

I wish you the best, and I hope your mom gets better soon!

Hey @Summer2024 , @JJ_ @Sammie_C or others: care to dig into this?

[Ana17]

My customer DECLINED to receive any refund, she satisfied with the service and she doesn’t want money back, she wants me to work with you, but you are as a very poor customer service company, don’t care about your customers and their loss…My client didn’t request refund, she send me the proof from her bank account, we have legal agreement, screenshots and EVERY proof that transaction was legit, but you guys don’t want to work like you should to

1. Contact to the customer’s bank with transaction number I’ve provided

2. Contact my customer for additional verification 

3. Provide me legit explanation with the PROOF why you holding my money 

4. Provide MANUAL review on the paperwork I provided

5. Release funds to me because you DON’T have legal rights to do it