Hi @popericky. Unfortunately, only the Customer Success Team can help you with this since it involves the finances of your account. I might be able to help you understand what is going on, but I admit to being a little confused by your post, So I hope you can clarify it.
Your title says “Fraudulent Charge.” Does that mean that someone contested the charge — the customer perhaps — or that the card was reported stolen? If so, you have a bigger problem because if it truly was a fraudulently used card, getting “your” money is pretty much impossible unless Visa/MC/etc can track down the culprit.
If it wasn’t fraudulent, then you have a different problem. What did Square Support say other than they needed more info? I’m guessing that the customer left with the products, and you didn’t feel like a large charge required some ID, etc? I do know that Square (and the card issuers) regularly flag transactions that are much bigger than our averages and want more information. This is not unusual, nor is it just Square. That’s why it is a very good idea to thoroughly identify customers who make such unusually large purchases, so that you have the possibility of protection.
Again I’m sorry that you are dealing with this, and that I can’t be more proactive help. You are in a catch-22 here and I hope it doesn’t turn into something that falls in the category of hard lessons learned. Good luck!
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!
