Resolve payment disputes with ease.
What is a chargeback?
A chargeback, or payment dispute, is created when a customer asks his or her card issuer to reverse a charge. Perhaps the customer didn't recognise the charge or felt the quality of goods or services wasn’t as advertised. If this happens, Square is here to help you navigate the process from start to finish.
Customer asks credit card issuer to reverse a charge.
Credit card issuer contacts Square for proof that the payment is valid.
Square collects information from you, then responds to the dispute.
If the chargeback is eligible for protection, you’re covered no matter how it’s resolved.
Keep it all on file.
Make sure to keep a signed copy of your refund policy, tracking numbers for shipped goods, all email and text correspondence with customers and a complete record of your sales—including signed contracts, invoices and purchase orders. This speeds the process along if there’s a dispute.
A few best practices for accepting credit cards.
Watch the video or see below for tips to help keep you and your customers on the same page.
- Insert or tap payment cards whenever possible.
- Obtain a signed order form for large sales.
- Clearly disclose your refund policy at the point of sale.
- Make sure your business name is recognisable on your receipts.