Banks Disputing Tips without Customer Knowledge

[Marta]

The title of this thread has been edited by a Square Moderator from the original: banks disputing tips without customer knowledge

I own a bar. In the last couple months we have had 3 disputes, all involve only the tip being disputed, not the initial charge. We reached out to the customers (as they are regulars we well know), asking why they were disputing the charges. They were completely unaware that was happening. It seems the banks were disputing the tip  on their behalf, without their knowledge. 

Has anyone else had this happen? 

I'm not aware if these customers all use the same bank/credit card company, and that's their policy...But this is a frustrating waste of energy and time when there isn't even a problem. 

[Donnie-M]

@Marta were these dip/tapped tips? or sign on the receipt and you had to enter them later?

[Sammie_C · Accepted solution]

Hi @Marta, thank you for your post.

I can definitely see how this could be a frustrating experience. As @Donnie-M mentions, are there any shared similarities between the disputes, such as the processing style for the tip? As well as, do you know if any of the banks provided any insight on why they disputed those particular amounts?

Let us know and I can take a deeper look for you.

[Marta]

Both were dipped then signed on a printed receipt (entering the tip and settling after). I provided those receipts signed by the customers as evidence but still lost two disputes. The third was a low enough amount for Square to cover. My only insight as to why these were being disputed was :

REASON

Customer claimed to have no knowledge of this charge.

...which, again, is not accurate as the customers WERE aware and did want to leave the tips they wrote on the receipts..  

 🙄