@rchernz777 Check out the information in this thread, as it sounds like you've experienced a dispute or chargeback with one of your customers. 

It's important to note that Square does not control this process. Disputes and Chargebacks are initiated by your customer with their card issuing bank 

So..I produce custom videos. Produced one for a client a month ago..I can PROVE I delivered it, and he was happy with it. Now he's initiating a dispute, and all I get from Square is an email saying "we are refunding the customer's money."

No investigation. No opportunity for me to dispute it. 

IS THIS HOW YOU DO BUSINESS??

If so, I will never use you again.

I've sent an email to customer support and I better hear back PRONTO.

I have tons of documentation that I can prove this jerk RECEIVED his product and is not entitled to a refund.

See, here is the concern. Square will not hold the bank's feet to the fire on your behalf. This also happened to me, and here's how it works. A customer disputes, bank refunds debit card, bank does investigation.....Bank is not gonna ever rule against customer...Either the bank's Ins, or (you) the vendor is giving back the money....Now if Square says to bank, no way, we have signed receipt and our client is in good standing on this, then the bank's Insurance covers loss.....Square just don't do that....The question is WHY?

@jimwh1 @unhappyseller

Unfortunately this is generally how things work out, regardless of pay processor. Square has no say in what happens, they just provide as much data as they can to the bank. The bank allows no negotiation or discussion, just data. And then, regardless of what the evidence shows, the bank almost inevitably sides with the customer.

In my industry, in addition to all the payment proof, we often have security footage of customers receiving the good or service, as well as audio of them confirming their identity, their signature on a receipt, and even a scan of their photo ID. Still, the bank almost always allows the chargeback.

Sadly, chargebacks are a cost of doing business. Extremely frustrating, yes. But failing to dispute a chargeback is not Square’s fault. They have basically no power in the matter.

If a customer scams you, your only real recourse is to sue them for theft of services or goods.

Hey @TireRich,

Sorry to hear you received a dispute from one of your customers.

I moved your post to an existing thread to the Community on how the disputes process works for more clarity.

We're not able to help much with anything chargeback-related here but we can explain the process and what you can do. 

Hi @britto106,

Sorry to hear you received a chargeback from one of your customers.

I moved your post to an existing thread in the Community about the chargeback process.

You unfortunately can't issue a refund once the chargeback has been initiated but you can accept the dispute to refund the customer and not go through the challenge process.

I have now lost 4 charge back dispute because Square will not support me.  I have my "No Refund" policy on my receipt and my customers sign their receipts but yet Square will not fight for me. 

Yikess, not one person on here has won a dispute. Hopefully I don't loose $600 today.

Someone requested a refund and square automatically give them the refund?? I have an Italian Ice cart and so they had no issues before walking away. So how do I prevent this 

Hey @4boysice - Seems like you're dealing with a chargeback. I merged you to a thread that goes over the dispute process and provides best practices for preventing chargebacks in the future. 

I hope this helps

I should have a transfer available from most recent transaction. Not in bank , and transfer option not present

Hi @Rayg! I've merged your post to an existing thread. It looks like there was a chargeback on your account. You can address this in your Square Dashboard. Please follow the steps from @Kpay's post and you should be go to go. 

If you have any other questions, don't hesitate to ask. Thank you!

We are leaving Square after today and I hope you all do as well! PLEASE READ!

Customer purchased items from us and leaves store WITH ITEMS in March, like everyone else we were forced to close. We explained multiple times we weren't allowed in our building to refund items that would apply for return if they were unused. Customer files charge back against us totaling $400+.

We supplied Square with the following:

- a text FROM THE CUSTOMER sending us a picture showing they still had the product

- a letter headed letter describing the interaction with customer and that we were forced to be closed

- Our return policy sign in-store and on our website.

BUT IT GETS WORSE - Last week, we received an email from Square saying WE WON our case and the money was actually returned to our account. SIX DAYS LATER, the money that was returned was taken BACK OUT of our account and Square says that the decision was reversed?!?!?!

We are now out of our money, that was returned and then taken back again. As well, as our product that the customer still has. 

WOW! How on earth do they substantiate a reversal!

No replies or help from square on my end. looks like im shopping around for an alternative. Where are you guys looking to move to?

Thanks for the heads up!!