Solved: Dispute Denial

JHS2018 · ‎06-24-2019

I have a client who disputed a monthly tuition charge and is telling me the credit card on file isn't her credit card and that she didn't dispute the charge. I'm trying to understand how this could happen. I asked if anyone else had access to her account and she said no. I'm at a loss. She is being very aggressive that this dispute isn't real and this isn't her credit card. Meanwhile, the money is being held out of my account for 90 days while her bank reviews the dispute. Any and all advice would is appreciated.

ashc · ‎06-25-2019

Hey @JHS2018,

Really sorry this is happening to you. Unfortunately any cardholder can dispute a charge made at any time on their card so all we can do is challenge the dispute with the best evidence against this claim.

If you'd like to call and speak with a Disputes specialist, you can as well!

We would also recommend keeping Credit Card Authorization Forms on file for future protection against these kind of situations.

Ashley C
Community Moderator, Square
Sign in and click Mark as Best Answer if my reply answers your question.

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ashc · ‎06-25-2019

Hey @JHS2018,

Really sorry this is happening to you. Unfortunately any cardholder can dispute a charge made at any time on their card so all we can do is challenge the dispute with the best evidence against this claim.

If you'd like to call and speak with a Disputes specialist, you can as well!

We would also recommend keeping Credit Card Authorization Forms on file for future protection against these kind of situations.

Ashley C
Community Moderator, Square
Sign in and click Mark as Best Answer if my reply answers your question.

midtownrental · ‎07-22-2019

How do you access a dispute specialist? I cannot find a phone number, email, or chat anywhere on this website.

ashc · ‎07-22-2019

@midtownrental Follow this link: squ.re/contact and go through the flow of trying to find your issue. If you click > I Don't See My Issue, it will give you an option to call our Customer Success team as long as you're logged in.

Ashley C
Community Moderator, Square
Sign in and click Mark as Best Answer if my reply answers your question.

Panahi · ‎02-25-2022

I gave the Service to customer about two glasses( door glass and windshield) including part and installation and after 3 weeks just the customer dispute money.still I’m on shock how the square return the money easily without any question just they me an email this amount is disputed. If some people doing like this how we can run the business?