Hey there @WatersEdge. First, I’m sorry to hear about this. This sort of thing is always frustrating. However, you are under a common but incorrect assumption here. Square is not responsible for correcting this. The customer’s bank is the one you should be dealing with and it has now reached the level of a small claims or other lawsuit in order to make you whole. This is because the dispute was obviously properly filed with their bank, their bank decided in their favor and so Square was required by law to refund their money. It’s that simple. The fact that your customer did not really cancel the dispute, or cancelled it too late for it to do any good, is not Square’s problem at all. Also, the fact that your customer is now avoiding and blocking you speaks volumes, but at this point all you can do is file a legal claim and let that work to its conclusion.
Yes, this is going to cost you money. Hopefully your state (unlike mine) allows you to file small claims cases by yourself. Mine does not since my business is an LLC which always requires retaining legal counsel. But, regardless, you need to obtain legal counsel because that is absolutely the only avenue available to you. Square’s hands are tied.
I do hope that you can get some of your money back without spending too much of your own money to do so.
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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