Unverified dispute management

[therapistMina]

Has anyone received a payment dispute that both your customer and their bank deny submitting? How were you able to resolve it? I have submitted a response, proving relationship with my customer and services rendered. Square has sent that information to the bank. Do I really have to wait potentially 90 days to clear up a manufactured issue?

[TheRealChipA]

Hey @therapistMina.  Sorry to hear about this.  But, even though you are sure it is a “manufactured issue,” the customer’s bank is obviously not sure.  So, yes, you have to wait for as long as it takes for their bank to complete their investigation and make a decision.  Even Square’s hands are tied here.  All they can do is submit your evidence and wait for the decision, according to their contracts with the card issuers.  I hope it gets resolved quickly for you.

[therapistMina]

You can dismiss my information if you'd like, but the customer and her bank both see the charge from their end as being paid. Not disputed, not reclaimed. Paid. My customer is not motivated to dispute a charge. I provide a weekly service, and this is her co-payment. She's been with me for years. If her insurance didn't pay, she'd pay the full fee happily.

I've requested copies of the actual dispute from Square. I hope they will provide it to me.

[TheRealChipA]

Um. Ok. If you reread my post, you’ll see that I didn’t dismiss anything. I was telling you that the process is the process, nothing more. There was no need to read between any lines. I’m just a fellow seller here in this community of sellers who try to help each other and offer insights. You asked if you had to wait, and I was just replying to that. I wasn’t passing judgement on your assertions, nor would I ever dare to do so. Please lose the attitude with us, your fellow sellers, who are here to help. Sorry I jumped in here. You obviously know what answers or insights you’ll accept. Sounds like you’re just fine by yourself. Unfollowing. 

[therapistMina]

I apologize. I read your quotation marks around my assertion as dismissiveness of the information I laid out to ask the question, namely that the bank tells my customer that it did not, in fact, initiate a dispute. I really was just wondering if this type of thing (a dispute from a mystery source) happens, and if there is different recourse in that case. Perhaps you used the quotation marks to simply quote my words. If so, you are correct. I read more into that punctuation choice than you intended. Again, I am sorry for that, and appreciate your direct feedback.

If your answer is that regardless of how I get here, I need to be patient, I can absolutely take that in.