@CSHOk As unsatisfying as this is going to be, you’ll need to contact Square Customer Success to help you resolve this. As for your records, I have set my email account to retain all emails for at least the past two years, and hopefully yours has a sufficient archive you can search for emails with Square on any subject, both sent and received. I know that has save my skin on a few occasions.
I’ll never understand the mysteries of suspicious/disputed transactions, how they are determined to be worthy of processing or not, how they determine who to believe or not. What I do know is it is a complicated set of discussions between banks, processors like Square, and merchants. Often, we merchants get the short end of the stick because of federal banking regulations we have no control over. The Feds and our legislators feel the need to always believe the consumer because there are so many bad actors in the seller space. That’s our cross to bear.
When it’s possible and legal, Square usually has our backs. But sometimes regulations trump common sense, unfortunately. Call Square, wait on hold until you get a person. It’s the only way you are going to resolve this, or at least understand it. My best recommendation is to breathe deeply and try to keep all emotion about it. Stick to the facts with Square.
I know you’ve tried. Try again. I’ve had mixed results. Once I was flat out rejected after trying 3 times. Once, with another processor other than Square, I prevailed but that was because the person who disputed the transaction made a stupid mistake that I noticed. Sometimes it’s only luck that saves us. I’m not trying to dissuade you. Just remind you of the environment we find ourselves in as sellers.
I wish you the best of luck and good fortune.
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!
