My business has had charge backs for customers who paid either in person or via invoice online.  How do we protect our hard work?  Is there a protection program?  We lost a $600 transaction because the person who picked up the goods says they don't know what the charge was so the bank took the funds back from us.  We had photos and 35 emails between the customer and our business proving they knew what they wanted and asked for.  

Hi @tabbyartie,

Understand where you are coming from in this area, it is always good to protect yourself and your business as best as possible from liability. Square has put together some really nice documents on how to 'Protect Yourself from Scams and Frauds' and 'Best Practices for Accepting Card Payments.' You could put some policies in place, especially for orders over a certain amount to go through extra verification.

We had to change how we accept credit cards. We now do paper signatures on transactions over $25. We also have an order form in which we ask the customer to sign as well acknowledging that this is what they asked for. We have a separate part for another signature accepting the pick up. Then we wrote notes about the transaction at the bottom and keep all those documents for 3 months. We also have a cctv camera which we record as well. Unfortunately these horrible customers have made us go this long route to protect ourselves. We just recently won 3 charge back cases with all of the data above. Everyone works too hard for customers who have no intention to pay. It’s unfortunate square does not support us better. Now we have boxes and boxes of records just in case.