How can I handle cc disputes w/o Square as the go between?

[TowNGa]

We're in the Mobile services business. We performed a jumpstart for what I like to call a scab company that advertises such services. They get the clent to pay them an exorbitant amount and shop around to find a provider to do it cheaper. We performed the service and they (the scab - National Roadside) disputed it. Unfortunately their number is no longer in service and no response by email. Now I'll have to go after the customer. My problem here is with Square as the go between. I used to handle these disputes myself before going with Square. They are not putting any effort into it, because it's not their loss. I provided all the necessary documents and pictures. I prefer to handle my own disputes. I don't know what Square's policy on that is, but I plan to find out. Otherwise I may be going with another processing company. I'd appreciate if someone from Square support would contact me.

P R Downey

Advantage Mobile Services

770-889-9100

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[JJ_ · Accepted solution]

Hello there, @TowNGa.  Disputes are never fun, and while our goal is to protect your business from bad actors, the final say on a Dispute lies on the Bank's side. You can learn more about our Dispute process here.  Now, to answer your question, at this time, all Card transactions completed using Square will use our Dispute Management Team. 

I hope this information is helpful and answers your question.