Online fraud

[alfredmiami73]

Hello, I am a small business, sales are made through an invoice that is sent to my client's email or they make the purchase directly on my website. There is no dealing with the client or the card, in short it is the client who is responsible for its use. Now, we know that there are people who have no limits and do inappropriate actions such as buying an item and then saying that they did not buy it. In my case it has happened in the two ways explained above. So I ask, when does the SQUARE platform and the anti-fraud security software come into action since it is an online sale and that is the main reason we have as a store in acquiring their services, which they charge very well with the supposed commitment to take care of their clients, just as they promote it in their advertising. I don't have that banking security software, you do. The fraud is carried out and because evidently the security filter was never carried out and the bank comes with the credit card and in the commitment to assist and support its client, you debit the amount from my account, am I responsible? when the security process is only SQUARE, then who can be held responsible for the scam, cyber criminals or SQUARE

[_Violet]

Hi there @alfredmiami73 - Thanks for reaching out to the Seller Commmunity. I'm sorry to hear about this situation regarding Disputes.

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 me know if you have any questions.

[alfredmiami73]

Violeta, thank you for your message, however this response has not been coherent enough, why not?
When I decide to take SQUARE as my gateway to accept credit cards it is because I believe that I will be protected against fraud” because “your company has a solid system with security measures to accept credit cards but it is pure advertising and at the time of transactions wash your hands. Do you know what the electronic process is like for a credit card purchase? Credit card processing is a system that allows businesses to accept credit card payments from customers.
The process involves the following steps:
- The customer makes a purchase.
- The transaction is entered
- The data is transmitted to the issuing bank.
- The transaction is authorized or denied by the issuing bank. (Very important)
- The merchant receives approval or denial. If denied, the transaction does not continue.
- If approved, the transaction is complete.
- Lot is sent for closing.
- Funds are deposited
The credit card transaction process can be divided into five key stages: authorization, authentication, batch processing, clearing and funding.
So if SQUARE has clear agreements with VISA, MC, etc. with good guidelines for both parties, how is it possible for the client to make a food purchase (which involves a different treatment than a physical item) complying with our security steps, after The issuing bank is the one who authorizes it because it is supposed to go through security measures and 2 months later the client comes to say that they do not recognize the charge, the company issuing the authorization says that the charge does not apply and I as a SQUARE customer I did everything and even more for the book, do I have to respect the decision of a banking entity with which I have not made any agreement and my platform does not assist or support me?

Maybe they can't think outside of the robotic brain and see clearly that this is not a scam by a crook, it is a scam by the bank's own client and as a result I am harmed. Since when the payment is made with the card, the security system first looks for the IP, then the CVV and finally the email. When the client makes the payment and this data passes the filter, there is no doubt that it is the client. I also want to add that those SQUARE practices that you sent me have nothing to do with the cases that I have explained previously. SQUARE cannot tell me that I am the one who created a database with possible fraudulent clients, what is this madness? So I have to wait for the fraud to take place to put them in a date. 
I need to resolve this for $410 and other  for $357 with the same situation, on these two cases personally I went to their places, they made the purchase and I did the delivery confirming the credit card and ID at the delivery moment. 
so, please and if you cannot resolve something that is your responsibility, I need the all information possible to escalate this by legally way in court

[alfredmiami73]

It is not ethical to be detailing my knowledge or my professional achievements but I can let SQUARE know that I know your manual from beginning to end, I know banking security procedures, I have worked with profiles of people with bad behavior and also the internal management of companies like SQUARE, but I am not presenting my case to give SQUARE a lecture, no, but so that you can review your manual and bring it to reality.
You answer me that you do not decide on the bank's response. I can understand that you tell me that because you don't have a manual of which they publish it so proudly, this being a ridiculous thing to put into a manual.
If this manual were valid, the card bank should have clear rules for SQUARE clients.
Don't tell me that I receive a dispute which I even respond with a letter signed by the hotel manager confirming that she gave the product to the client and AMEX still responds in favor of its client and you tell me that you can't have a decision?
And then what is this game called? the game of the scammer and the stupid. Why if I decided to work with SQUARE to serve as a payment platform is because I trust it, then SQUARE comes charging me membership, commission, etc. so that I do not have the security that they should provide me?
Another example:
A client directly from his phone, identified by his IP, makes an online purchase on my website (he is not a face-to-face client, the card bank did NOT raise any alarm since it assumes that it is a secure transaction and you are the platform that takes That charge, apparently they do not review this transaction) in the month of July and 15 days later I made the delivery, when I got home I asked the client for the card and license to corroborate the information and it was indeed the client.
Since it is possible that after 3 months this client tells his bank that he does not recognize the charge, the dispute reaches me and they closed it early to prove the case, closing in favor of the client. But I ask, do you not review the transactions?
In short, of the 8 disputes that I have in my profile, only 1 was valid and in 5 of them, using all possible security procedures, they have ruled in favor of the client, in other words you do nothing, just charge and let the bank decide.
Community, there are other platform alternatives, check the commercials on the networks and call and ask

[alfredmiami73]

It is evident that SQUARE do not have the capacity to do what any company should do with cases like mine, it is easier to respond with instructions from a manual. But now we are going to see what will happen with a case where the client has just canceled my order at the time of delivery.

My contract specifies that it cannot be canceled on the same day. I mean, for my part, I have made my sale with the procedures endorsed by SQUARE, let's see how you will act when the customer's dispute arises?