HELP!

[Mooncity1]

Please help. So we've used square for years! 3 days ago I started receiving calls from customers asking why I canceled their orders? I said we haven't canceled any orders not sure what your taking about? They said we just received refund from you? I said I didn't process any refunds. I then looked and had 9 emails saying I requested refunds WHICH WE DIDN'T! I started to panic... then looked at square balance and over $600 taking on off balance of square debit card. Only left $20 balance. It was random refunding back in March and also transactions that was for this month. ALL OF THESE WERE ITEMS ORDERED ON WEEBLY WEBSITE. Got a hold of square was on phone with them over 5 hours! Getting transferred all over the place! Not getting answers having to explain situation to every single person! So now here we are after 2 days receive an email from square support finally and their asking me about payments and each transaction that was charged? THESE ARE REFUNDS! THAT WE DIDN'T PROCESS! JUST AUTOMATICALLY STARTED HAPPENING REFUNDS NOT CHARGES! I'VE SAID THIS 15 MILLION TIMES. HOW DON'T THEY UNDERSTAND? So send response email... NOTHING BACK FROM THEM! SO MUCH FOR ESCALATING CASE! So then the girl that was escalating said they were freezing everything to investigate. I said cool understand but can I still take payments? And if they order on the weebly website etc will the funds just go in our balance? She responded YES! You just won't be able to transfer or move funds. WE'LL THAT'S INCORRECT! Have ran cards and funds just don't show up! I GUESS THEIR IN CYBERSPACE! I'm beyond frustrated... anyone ever have anything like this happen? Thoughts suggestions? ANYONE! I even tried contacting weebly support But NO HELP! Need this back to run business... and just need someone that cares about customers and have good communication which isn't happening!

[lenjobakes]

Oh boy, @Mooncity1. This sounds like an incredibly frustrating situation.

I haven't experienced anything like this, but maybe @AdamB could investigate a little further or tag someone who could?

Hopefully it can get resolved and you can be back to selling through your online site in no time!

[MayaP]

Hi @Mooncity1,

Sorry about all your troubles right now with your account, we hate to hear that. We have received your message through Instagram and have reached out there. We will continue to work with you through that platform. 

We appreciate you working with us to get this resolved.

[lenjobakes]

I'm sure this will all be resolved in short order, @Mooncity1!