How do I display the required data, privacy, and shipping policies on my Square Online site?

[AVsupport]

The title of this thread has been edited from the original: Information Requests: VISA regulations..

After years of using this platform (dashboard and online hosting) , just received this Information Request:

In short, 'Visa regulations state that you must clearly display information regarding your Consumer Data Privacy Policy..'

same with: Delivery Policy.

same with: Terms and Conditions, Refund/Return Policy.

This must be complied with..clicking YES, that 'your online store will be modified to include the policy'

Now, where are these to be found and activated in the Online?

Is everyone else using Square Online affected by this or is this only us here in Australia?

What did I miss ??

[AVsupport]

I also can't believe the audacity from Square withholding payments from customers until this issue has been resolved.. This pops up without warning or timeframe, so rude!! 

[Katie_SQ · Accepted solution]

Hi there @AVsupport, thanks for reaching out.

You can set up Shipping & Refund/Return Store Policies from the following area of your Square Dashboard: Sales Channels > Online > Shared Settings > Checkout > Edit Store Policies. This page includes information on what you should include in these policies.

• Shipping Policy: This will be shown during checkout. Ensure your policy includes details such as carriers, services, handling times, and any delivery restrictions.
• Refund/Return Policy: This will be shown during checkout and on packing slips. Your policy should cover the return timeframe, procedure, costs, and any non-returnable items.

While Square doesn't provide a template or specific field to input a Consumer Data Privacy Policy or Terms and Conditions, it’s recommended to create separate pages for each policy and link them in the footer of your website. More details can be found on our Support Centre, and on The Australian Information Commissioner’s website.

To ensure all businesses using Square are operating within our Terms of Service, sometimes we may need to review accounts and their activities. This includes situations where Square needs to confirm compliance with the bylaws, rules, and regulations set forth by card networks like Visa. The Account Services team will review your answers and email you within 1-2 business days after your completed response. We appreciate your cooperation and patience during this process. For more information, please refer to Square’s Payment Terms. For information regarding Visa’s requirements, including tools to help you assess your compliance, please refer to their website.

If you have any other questions, please don't hesitate to reach out. 

[AVsupport]

Hi @Katie_SQ  thanks for the details. The issue has since been resolved.

My particular big issue and grief was the conduct of the Square platform.

After years of service, all of a sudden, customer payments didn't come through and got held at Square like ransom hostage taking situation. With a couple of automated system messages enforcing compliance.

Now I feel the way this has been managed and unfolded is not ethical by any standards.

The right way to do this in my honest opinion would be to alert the customer that all of a sudden there is an issue that will need to be addressed. Then, give the client a reasonable timeframe for compliance, perhaps another warning after a couple of weeks if the issue hasn't been dealt with.

But do not withhold money that doesn't belong to you to enforce the issue. This isn't a situation like someone is committing a deliberate act of bank fraud where one must lock down the accounts.

During the scary time of 'account lockdown' I would have also appreciated access to some 'Default Templates' covering the basics until personalized policies could be put in place. Other platforms do that, as you point out, Square does not.

 "sometimes we may need to review accounts and their activities." 

Sure, again, I have no problem with you doing that, and it needs to be done. But please do not use Bully tactics and extortion as you conduct business with your clients.

/end of venting, thanks for your understanding.

[Katie_SQ]

Hi @AVsupport,

Thank you for following up and for sharing your concerns. I completely understand how frustrating this must be for you, and I’d like to offer more context around the regulations that guide these actions.

Visa has stringent requirements that all merchants and payment processors must adhere to in order to protect cardholder data and ensure secure transactions. Visa's Cardholder Information Security Program (CISP) also mandates that all merchants and service providers comply with the Payment Card Industry Data Security Standard (PCI DSS). This includes maintaining a policy that addresses information security. If Visa determines that a Member, its agent, or a Merchant has been deficient or negligent in maintaining compliance with their requirements, Visa may impose a non-compliance assessment on the Member or require the Member to take immediate corrective action.

While these regulations may seem arbitrary, they are industry standards designed to protect consumers and businesses alike. Square, as a payment processor, is required to enforce these standards promptly to remain compliant with Visa’s rules and to avoid penalties. This sometimes necessitates immediate actions, such as holding payments, to ensure that compliance issues are resolved swiftly. For more detailed information, you can refer to Visa’s security compliance resources here.

We understand you're frustrated after your recent experience, and we encourage you to share those frustrations with us. Your contributions and involvement in the Seller Community are not lost on us, and we genuinely value your feedback, ensuring it reaches the right teams to help enhance the Seller experience. That said, we kindly ask that all feedback aligns with the Seller Community Code of Conduct, which encourages respectful and constructive contributions. Please consider how your comments might affect those reading them.

If you have further questions or need additional assistance, please don't hesitate to reach out.

[AVsupport]

Thanks for your response @Katie_SQ I appreciate it; and I hope I have not offended anyone during the writing of this thread, perhaps have helped avoid others making the same experience