Who represents me (the seller) during the dispute process?

[TaeUtBarber]

Who fights for us when customers dispute the invoice & did not hold up on his/her end?!

[Donnie-M]

@dofoogan I wanted to add a little bit of info about the shipping of packages that I read about in an industry publication.  This falls under those porch pirate/fraud/lost in shipping issues.  I know if a big company like amazon is contacted about a package that didn't arrive they generally have to "eat" the cost.  I know they may charge it back to other sellers.  I also have gotten packages and then amazo email me and say "hey didn't get your package click here for a refund".  Errors do happen even with tracking.  There is only 1 real way to protect yourself in these situations and that is shipping insurance.  I would figure out what type of liability you want to accept and if say $250 is the amount that makes or breaks you, I would require insurance on any shipping that is over that amount.  Roll the cost into shipping etc.

Is it ideal?  No...but could you then go to back to ups or usps and get your funds that way...yes.  It could be as simple as the person did not like the item and is just being a pain.  Unfortunately, in these situations it really is the person's bank that makes the decision.

[Richmenlooks]

We just got a dispute that got resolved in the customers favor. We are livid because the customer purchased the product online over 6 weeks ago (which is waaayyy past our 7 day return policy) and disputed the transaction claiming the product was "not as described". They never reached out to us nor sent back the product if they were unsatisfied. Per our policy, we would have been happy to accept the return if it were shipped back within 7 days and helped the customer find something else. What I don't understand is if we are submitting our return policy as support to show that the customer had 7 days to contact us for a Return Authorization Form, why is Square not able to defend us???? Our return policy is available to the customer during checkout and as a tab on our home page. We now lost the money, the shipping and the product for something purchased OVER 6 weeks ago!!

Additionally, we now have an another dispute with the same issue where the customer purchased a product OVER 10 weeks ago and is now disputing the transaction. I'm afraid that it will also get resolved in the customers favor since it does not seem that square even fights for us. What is the point of having a return policy if customer can purchase whatever they want and get a full refund??? We are small boutique so any dispute is affecting our business. 

And what is really frustrating is that the decision is FINAL! We can't even appeal it to defend ourselves. 

[atozmedical]

Hi Richmenlooks,

This is just the downside of running a business online. I've had 3 disputes, all resolved in my favor, because we only deliver to our local area. We were required to provided:

Written signature on delivery ticket, customer's drivers license, IP address of the customers location, etc. The more evidence that you can provide THEIR BANK NOT SQUARE, the more likely you are to win the dispute. If you've ever used any other payment system, SQUARE is heavenly because of the ease of providing documentation for dispute. Chase Paymentech will just leave you high and dry.

Again, Square can do NOTHING about the dispute. It is up to YOU to provide overwhelming evidence to prove the customer was the one who purchased the item AND that they agreed to the TOS of your website/transaction. Your only remedy is to literally take it to small claims court.

[Rondellrogers7]

After reading all of this I’m not using square anymore! There are better options out there people!

[4sidesteal]

What are those better options?!, because yet again.  Despite using a chip reader or tap I have been disputed twice by drunk punkards who don’t remember or who don’t care and I am loosing them both.  A little under $200.  

so please tell me, I do not want square to make money off me and then allow people to steal from me.  Is there some sort of lawsuit?