Hi, @Madpawsmax, thanks for reaching out with your query.
Settlement fees are certainly not something associated with payments sent via Square Invoices. The only amount Square will be charging your customer is the amount issued on the invoice, including any applicable sales taxes you have included on the invoice.
Additionally, when a customer makes a purchase with a Square merchant, they'll see the characters SQ*, the merchant’s name or business name, and the business type on their card statement next to the charge. Does your customer see this information linked to the $30 charges?
Charges from Square may appear in a few different ways, for example:
The bakery Sweet Dozen will appear as “SQ* SWEET DOZEN BAKERY.”
A bakery merchant with no business name will appear as “SQ* BAKERY JOHN JOE.”
An individual selling baked goods will appear as “SQ* JOHN SMITH.”
I'm just speculating here, but this fee may be related to the customer's bank, and we usually recommend customers contact their bank first to confirm information about charges they are seeing on their account.
However, this is a great question to bring to our Support Team directly to confirm what you're seeing on your end, especially if you're able to send through the screenshots your customer sent you during the call.
You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time), or contact us via online chat or email. See the below steps.
1. Sign in to your Square account
2. Head to our contact page https://squ.re/3AWfZs2
3. Go to "Other", then "I don't see my issue"
4. Click "Message us", "Email us" or "Call Us"
Or, if you see the new chatbot help flow, type “support” to bring up a list of contact methods.
Laurie
Community Moderator, Australia, Square
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