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Mh1723

A customer disputed a charge, what happens next?

The title of this thread was updated from its original title: “$3900.00 withdrawn from my account”.

 

$3900 transaction was canceled by customer 34 days after the transaction. Square automatically withdrew it from my bank account before the dispute was settled? Is this a common practice of theirs? 

Message 1 of 11
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RHatch Super Seller

Re: A customer disputed a charge, what happens next?

Sounds like there is a credit card disput.  Yes, this is standard Credit card process and happens no matter what processor you use.

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atozmedical

Re: A customer disputed a charge, what happens next?

Credit card disputes are always handled this way. The amount will sit in "limbo" until the dispute is resolved.

 

I recommend you immediately pull out any evidence this transaction took place and was not fraudulent. Having the following will help:

 

1. A signed credit authorization form

2. Copy of receipt that shows card was dipped/swiped (helps establish customer was in-store)

3. Copy of drivers license (I do this for large transactions)

4. The serial number/sku of the item (assuming it's a physical good)

 

Basically the burden of proof lies with you on proving the transaction takes place. It sucks but it's the risk of taking credit cards. At least you don't have to sit on the phone with Paypal and wait 2 months because the customer decided to never respond. 

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StarN

Re: A customer disputed a charge, what happens next?

Our clinic received a disputed charge from a patient.  I sent in a signed contract for payment, her Drivers License, previous charges she was not disputing, follo-up charges she was not disputing, and several texts from her phone number documenting the patient asking me to charge the payment and approving it.  Her bank apparently did not find the above sufficient and refunded her money.  I’m flabbergasted. Anyone have suggestions? 

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Admin

Re: A customer disputed a charge, what happens next?

@StarN -Sorry to hear that the dispute didn't go in your favor. Regrettably, the bank does have the final say of who wins the dispute

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Russell Square

Re: A customer disputed a charge, what happens next?

A big shout out to @RHatch & @atozmedical for detailing chargebacks here on this thread.

 

@Mh1723 I'm sorry to hear this news. Please do make sure to check your inbox for a message from our Disputes team. Please also check out our guide, Chargeback 101: Credit Card Chargebacks Explained.

 

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Mh1723

Re: A customer disputed a charge, what happens next?

 Live and learn I guess. Of course it happened on the largest purchase I’ve ever sold. Couldn’t happen to me 10 or $20 purchase right??  Grrrrrrrrr........

 I just can’t believe someone can have that type of money withdrawn from your account before the dispute is over. I had troubles making payroll that week because of that. 

Message 7 of 11
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ycadallas

Re: A customer disputed a charge, what happens next?

Hello Square family! I sell smartphones on my platform and on Aug 10th one of our customers did a charge back for $345.00 for a Note 8 Smartphone- 64gb. Thought issue would be a cinch after we provided tracking number showing the item was delivered. Also showed where the customer found us on Facebook and asked for info about item. Woke up to an email Oct 15th stating the customer won the case! So I am currently out of $ and the product. Called square for assistance. 1st representative Anna was very polite but had to transfer me to "Disputes Department" being this was out of her scope. This other representative was very nonchalant and said that once a dispute is closed there is nothing that they can do and said I would basically have to go after the customer myself......  now why would I continue processing with a company that doesn't protect me in situations when there was plenty of proof that this customer received the phone. PayPal, here I come!

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Admin

Re: A customer disputed a charge, what happens next?

@ycadallas Not sure if you saw my post above, but at the end of the day, it is the card-issuing bank who makes the final decision on who wins a dispute. Sorry you had to go through that process. 

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ycadallas

Re: A customer disputed a charge, what happens next?

Yes, I read your post. No one is offering a solution for this issue.  How am I to go after the customer to open a dispute thru their credit card company? I see they paid by Visa but who do I call? I provided IP address , email address, physical address, tracking number,  thru dispute. So maybe I can provide info directly to them.  These are some of the things people say to provide to win a case but what can I do when I lose?

Message 10 of 11
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