Manage information requests
About information requests
Square may ask you to provide additional information to ensure that your account remains safe and secure, help us spot unusual activity, keep you safe from fraudsters, and reduce the risk of a chargeback or dispute. When you apply for a new product or service (like loans) you will usually be asked to provide this additional information.
It’s important to our buyers and our sellers alike that Square is a safe platform for processing payments. When your customer initiates a payment dispute, their bank contacts us to get more information about the transaction. We then reach out to you to pass on this request. The bank is looking for any supporting evidence you may have about the transaction, such as contracts, invoices, email correspondence, and signed proof of delivery. The more evidence you can provide, the better chance you have of winning the dispute.
Square is committed to keeping all of your information safe, secure and private. All of our web pages are secure and served via SSL/TLS. Square is also certified PCI compliant.
Learn more about secure payments and our Privacy Policy.
Before you begin
You can view and respond to information requests on your Square Dashboard and Square Point of Sale app.
If you don’t have the requested information, or you’re not sure the documentation we requested applies to your business, learn how to Prepare documents to challenge disputes.
In the dispute process, the reviewing banks require all responses to be provided in English. For liability reasons, we are not able to translate responses on your behalf.
Step 1: View and respond to your information requests
We need documentation to confirm some details about your account and better understand how your business tends to process payments. This may include details about the goods or services you provide through Square, documentation about yourself or your business, and/or documentation of your transactions.
- Sign in to Square Dashboard and go to Settings > Account & Settings > Information requests.
- Fill out the form to the best of your ability and answer all the questions.
- Once you answer all the questions, select Submit.
- Check your email and/or text messages for a notification from Square confirming your documents were submitted successfully.
Step 2: Wait for next steps
We will review your answers and documents within 1-2 business days. You can make changes to the information and update your submitted documents and answers until we start reviewing the form. If we need any additional information or clarification, we will notify you through your Square Dashboard, by email, and by text message.