I was going to mention Risk Manager, too, @JK_Fiber_Art. It’s a great and very flexible option for online retailers. Here’s a link to to the Getting Started Guide. Most likely your fees will not be refunded, due to Square’s new policy that brings them in line with the rest of the credit card world. Square is not refunded their fees from Visa/MC/etc, either. Only the customer wins in this situation, I’m afraid.
Also, it’s worth mentioning that Square was probably not the decider here. Someone else — like Visa, or the cardholder’s bank, etc — probably made an inquiry or dispute. Square was asked to get more information, which it seems like you provided when they asked you. But Square is most likely only relaying the decision of someone else up the “food chain,” as it were.
I’m sorry to hear about this. Spend some quality time with Risk Manager. Watch the video. Reach the FAQs. It’s a great resource to help protect you in the Wild West of the internet!
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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