Customer Dispute After Birthday Service

[L2P]

I had an issue with a customer who disputed a transaction after the birthday party service. Although I provided signed documents and invoice signed by the customer to the dispute team and moreover the invoice was paid by the customer  vid the link on their phone  but the the case got favored on customer favor, which is really disappointing .I got a message from SQUARE 

We challenged this payment dispute on your behalf. Unfortunately, the bank has resolved the case in the cardholder’s favor. This decision is final, and Square does not have the right to challenge the dispute further. Learn more about protecting your future sales with CONTRACTS You can also visit our TEAM for more information on how to protect your business from disputes.

The process made me doubtful about the Square dispute process and I am hesitant to use it for future invoice payments. I would like to know if others have the similar issue or have other alternatives please advise.

[_Violet · Accepted solution]

Hi there, @L2P - thank you for reaching out. Sorry to hear of your frustration surrounding the result of this Dispute.

Square doesn’t decide who wins or loses a dispute—that’s up to the bank that issued your customer’s credit card (like Visa or MasterCard). However, you have a better chance of avoiding future disputes by following a few best practices. Please see this article from our Support Center for further details.

I hope this information is helpful but please do let us know if you have any questions.

[L2P]

The article that you mentioned doesn't open.

The issue that I see is that I have signed receipts and invoice from the customer. The initial deposit payment link that was sent to customer was through square invoices. I even sent a screenshot of the conversation with the customer. If this is not enough at least there should have been an option to keep the dispute open rather and go through the arbitration process where I can provide more details even the video of the event etc.

I feel its not fair for a business to provide a services and even after providing all the valid and signed documentation the case is in favor of customer and not given opportunity to the business to defend its case.