What to do if square says it’s a scam even though it’s not ?

[Pablopasta]

I have a heat and air company that took a payment from a customer and now square is saying it’s a scam.   Which is not the case.   What do I need to do to prove that it’s not a scam so they will release the funds?    This has been unreal.  Thanks in advance 

[Donnie-M]

@Pablopasta Couple of questions with the usual caveat, you won't be able to get account specific answers here on these forums.

1.  Are you a new account/user to the square platform?

2.  Is this a dispute where the customer has disputed the charge?

3.  Was the payment in person?  did they dip/tap on a contactless reader or did you just swipe the card or key in the card information?

If you don't mind to answer those questions, I can let you know a little more insight into how to protect yourself from chargebacks/disputes especially if you are face to face with customers.