We are a seasonal pool company and just reopened this year and decided to start using Square
again. We provide pool service, maintenance, repairs and sell all pool
products as dealers for various suppliers. We had an order for 2 commercial
pool heaters and were asked if they could use their own shipping company
for the shipping. I did three separate invoices for the customer and they
gave me their card info to run the transactions. Once each transaction was
ran I received 3 negative feedback messages on my account that each
transaction was fraud. I need to know how to move forward here. These were
my first Square transactions of the season and because they were large
amounts I've been asked by Square to verify my business, which is no problem
at all and I can do so as we are a state and federal registered, legal
business, however I DO NOT want theses transactions to go through if the
card was stolen, the customer is committing charge back fraud or he is
trying to pull something illegal with us. Can I refund each transaction and
forward the information I have on the customer so that Square can research
whether it is fraud or a scam? Anyone have transactions like this before even giving the product to the customer? All customers have to pay for pool items up front before we will order so I don't see where the customer would benefit period from a chargeback before they have the product. Please help! We are a little new at this retail side of business! thanks!
