Respond to disputes for incorrect transaction amounts
About disputes for incorrect transaction amounts
Disputes for incorrect transaction amounts refers to situations where a customer claims they were charged more than the authorized payment amount, not including other fees such as tips.
In these situations, you need to provide evidence showing the charge was correct and authorized. Providing the correct dispute documentation increases your chances of winning the dispute and recovering your funds.
Before you begin
You can respond to disputes from your Square Dashboard.
Dispute evidence must be legible, verifiable, in English or with a translation, and clearly linked to the disputed transaction. Audio and video evidence isn’t accepted.
Review the dispute and prepare evidence
Disputes for incorrect transaction amounts generally occur for retail, food and beverage, and professional services businesses. If a customer claims they were charged more than the authorized payment amount or were charged for services or items they didn't request, prepare the following documentation:
A copy of the transaction receipt showing the correct payment amount. This can be a payment receipt, work order, signed contract, or invoice showing a detailed breakdown of itemized charges that add up to the total amount being charged.
If the incorrect amount includes additional or delayed charges, provide documentation that the customer was advised of and agreed to pay for these charges using the card.
An itemized contract or documentation that supports the transaction amount, such as a copy of the payment record with a detailed breakdown of charges.
If applicable, proof of additional services that resulted in higher charges.
Submit your dispute documentation
Once you’ve compiled the supported documentation for your dispute, submit them in your Square Dashboard. In your dispute response, address any mathematical errors in addition or calculation if applicable.
Learn how to submit your documentation and manage payment disputes.