Who do I contact to get a refund from square? Support sucks!

[halfbaked]

Can someone help? I was overcharged a large sum of money and reached out to support with the contract I signed, showing the amount I agreed to and the amount that was debited from my bank. They said they couldn't help me and my salesperson has to handle it. My salesperson sucks! She is not responding and has not returned any emails, phone calls or texts. I want my money back and nobody at square seems to be able to help. It's incredibly frustrating. Any advice?

[TheRealChipA]

Hey there @halfbaked.. So, before I start giving you bad advice/answers, or sending you to people who ultimately can't help, I have a few questions.

First, was the "salesperson" you signed a contract with a Square employee, or a third-party reseller who only buys and resells Square hardware, etc?  You should be able to tell from either the invoice/contract, or from their email domain (the part after the "@" in their email address).

Second, what were you overcharged for?  Was it hardware/installation/training?  Or was it for Square subscription services, or processing fees?

After I have more details to clarify your situation, I probably will have some helpful thoughts.

[halfbaked]

Thank you! It was a square salesperson. I am a franchisor and moved all the franchises from toast to square. The fee was for professional services (training) which square has not been helpful at all with the move. We still have several franchisee's who are having issues with the menu. Square ultimately is not built for franchise. It's been a nightmare, honestly.

[TheRealChipA]

@halfbaked Thank you for the clarification.  I needed to be sure that this was, indeed, an issue with a Square employee.  Sometimes people come to the Community wanting help with third-party resellers, which is just not possible here.  I'm always cautious before jumping in.  Ha.

Anyway, I can't address your assertion that "Square is not built for franchise."  But it sounds like that is a separate issue from the overcharging issue.  I'm going to tag the Square moderators and ask that one of them jump in here to escalate your issue to the appropriate sales department.  I checked my list of contacts and find neither sales nor franchises with a contact, so hopefully one of the moderators can track down the correct persons.

I wish you the best.

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_Ccan one of you help @halfbaked get connected with the appropriate sales contact to assist them with this issue?  And/or someone who represents the franchise team?  Thanks!

[MayaP]

Thanks so much for flagging this, @TheRealChipA .

I’m really sorry to hear you were overcharged and haven’t felt supported since moving all your franchises over to us @halfbaked. Switching platforms is a big move, and your feelings and frustration are completely valid.

As chip stated, it does sound like there are two issues happening here. Since some of this is account-specific, can you please message me any screenshots of what was outlined in your contract and what was debited? I’ll reach out to your representative to get a better idea of what’s going on.

I’ll also connect with our Franchise Team to see what additional support they can provide. Can you share a bit more about what’s happening with your menus and the Square Professional Services Team? 

I’ll keep an eye out for your reply and message! Please tag me to ensure I see your response.