Is it possible to appeal the results of a Square Debit Card dispute claim?

[NixonFreezeDrie]

The title of this thread has been edited by a Square Moderator from the original: "appeal process for denied fraud charge"

My square debit card got hit with 2 fraudulent charges for a little over $300. Square notified me of the fraud, we cancelled the card, changed passwords, got a new card, filed disputes on the 2 charges. 2 weeks later they say they “can’t find for us” and take my money. There’s no way to appeal. They won’t tell me how they investigated. Whose name was used, what address were the items shipped to, etc. They won’t give me a transaction number and contact number for the companies so I can dispute with them. 
Has anyone ever successfully disputed a fraudulent charge? What’s my next steps?

[JK_Fiber_Art]

Hey there Nixonfreezedrie,

Sorry to hear about your not so happy experience.  Consider starting with the Better Business Bureau - you should contact them directly first to find out what steps and where to file your issue.   Also go here to resubmit your dispute, if you had not done this already.  Bottom line, if you believe you need additional help, you have to be the squeaky wheel.  Perhaps contacting the bank that issues the card - Sutton Bank.  Just some thoughts.  Don't know what will work but, hopefully you'll find someone who can resolve your issue.

jk

[_Violet · Accepted solution]

Hi @NixonFreezeDrie  - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention. Sorry to hear about this frustrating situation with your claims. I can certainly provide you with a little more information on the Square Debit Card dispute process.

If we’re not able to find a provable error, the disputed transaction(s) will be considered valid and we’ll remove any temporary credit we provided while investigating the dispute(s). Whenever we can, we’ll provide you with further information as to why we had to deny your dispute.

As a Seller Community Moderator, I do not have access to the exact reasons why you lost your dispute. Please follow up with the Disputes Advocate who worked your case by replying to the email they sent you. Thank you for understanding!

cc: @JK_Fiber_Art