Questions about result of Dispute

[MUDE]

The title of this thread has been edited by a Square Moderator from the original: Valid transaction disputed and refunded to customer

I had a customer who placed an order on my website for a product.

The customer disputed the transaction with their credit card company before they even took delivery under ‘product not as described’. 

Firstly, they made the claim before even receiving the product which should be a cause for concern. 

Secondly i provided square with photographic evidence of the actual product being delivered to the customers house, in the customers doorway, live tracking info with GPS coordinates from the courier company. Evidence of customer requesting a specific date and time for delivery etc. absolutely overwhelming evidence.

How can they possibly come back to me and say the credit company refused and this is Final. The customer has stolen a product, how on earth is this allowed ? Absolutely disgusted. What more evidence would you want to prove they received the product ? 

[JTPets]

I'm sorry to hear about your experience with this dispute - it sounds incredibly frustrating. Unfortunately, we can't discuss specific account details or dispute outcomes here on the forum.

If you haven't already, I would recommend sharing with Square any communications you had with the customer before and after the delivery, including their requests for specific dates and times. Providing clear documentation of the delivery, like photos, GPS tracking, and timestamps, is important, but showing customer intent and communication history can also be helpful.

Additionally, you might consider consulting with a legal professional and sending a formal demand letter to the customer requesting the return of the goods. This could demonstrate that you are taking steps to recover your losses through legal means.

I understand how disheartening this situation is, and I hope you find a resolution soon.

[_Violet · Accepted solution]

Hi @MUDE - Thank you for your post. I can certainly provide more details on Square's role in the Dispute process.

Square doesn’t have any influence over or determine the resolution of the chargeback process, but we understand how frustrating chargebacks can be. We’re here to support you every step of the way and will help you build a strong case using both the evidence you provide and our available internal data for the card-issuing bank to review.

To help prevent disputes from happening in the future, you can take a few proactive steps. A big one is to make sure product descriptions and images are accurate and clear, so customers know exactly what they're getting. Another important tip is to be transparent about return and refund policies – having these clearly visible can avoid misunderstandings. Prompt and effective communication with customers can also make a big difference, addressing any issues before they turn into formal disputes. Keeping detailed transaction records, including receipts and delivery confirmations, is also crucial to challenge the dispute. You can read more about preventing payment disputes here in our Support Center.

I hope this information is helpful, but please let me know if you have any additional questions.