The Disputes Process | Square

Learn more about what happens when there’s a dispute at www.square.com/help and search keyword ‘chargeback’.

Sometimes customers dispute a charge. Square will work with the bank to make the process as easy for you as possible and never charge you any additional fees. You can fight the dispute if you wish, but know that while we’ll do our best, the bank’s decision will be final.

TRANSCRIPT

With any sale there’s a chance that a customer may dispute the validity of their purchase and ask their issuing bank to reverse the charge. This is called a payment dispute. Square never charges you a fee for disputes.

When a customer initiates a payment dispute, their bank places a hold on the funds until they make a decision about the dispute. These funds are retrieved from your Square balance if available. If not, they are debited from your bank account.

Our Disputes Resolution Team helps make the dispute process as simple as possible for you. Here’s how it works:

Step 1: We’ll notify you of a dispute

Look for information about the dispute on your Square Dashboard and your Point of Sale app under Reports. You’ll be able to find: a description of why your customer has initiated the dispute, the information the bank needs to make their decision on the case, and the deadline for sending us your information.

Step 2: Decide on how to proceed

You can either accept the dispute as valid or challenge it.

Step 3: Challenging? Send in evidence.

To challenge, send Square the information the bank is requesting and any supporting documents about the transaction, such as receipts, signed invoices, email correspondence, proof of delivery, or photos. The more evidence you can provide, the better. We’ll review the documentation, add any relevant data to improve your response, and submit it to the customer’s bank.

Step 4: Wait for the bank to resolve the case

The customer’s bank can take up to 90 days to resolve the case. As soon as a decision is reached, we’ll notify you via email, and in the Disputes section of your Dashboard. If the dispute is resolved in your favor, the funds will be credited back to you immediately. If the bank resolves in your customer’s favor, they will receive a refund for the disputed amount. Either way, the bank’s decision is final.

For more information, visit square.com/help and search keyword: chargeback.