Here’s how it works:
Step 1. Notification of a dispute: If a dispute is initiated by one of your customers, you will see a notification (see example below) on the far right of the Reports tab in your Square Point of Sale app. There, you’ll be able to find:
- A description of why your customer has initiated the dispute
- The information the bank needs to make its decision on the case
- Information on the status of your dispute, which we’ll update for you when the bank gets back to us
- The deadline for sending us your information
Step 2. Take action: Once you have reviewed the details of the dispute, you will have an option to accept the dispute and refund the cardholder the full amount, or challenge the dispute with supporting documents.
Step 3. Review results: As soon as you send us your transaction information, we’ll forward it on to your customer’s bank. It’s up to it to resolve the case, and it can take up to 90 days for the bank to inform us of its decision. We’ll notify you of the ruling by email, your disputes dashboard, and the Square Point of Sale app (within the Reports tab).
If you use an iOS device, the experience looks like this:
For Android users, it will look something like this:
