We want to help your business through the dispute process swiftly and successfully. Here are a few answers to help you better understand and navigate the procedure. If you have any other questions after reading this, feel free to send us an email.

My customer canceled the dispute. What do I do now?

After your customer cancels the dispute, their bank will send them a confirmation letter or email. Please collect that letter from your customer and email it to us as a PDF or JPG attachment. We’ll only be able to release the funds back to you early if we receive this confirmation letter.

Can you send me my customer’s information?

For security reasons, we cannot share cardholders’ personal information with the exception of contact information entered to complete purchases made through your online store. If you're unable to recognize your customer, please send us any other information about the sale or your business that may help your case.

Can I make the process go faster?

Typically, the fastest way to resolve a dispute is to contact your customer. If you’re able to get in touch with them and come to an agreement, follow these directions.

What is my dispute’s status?

Our team will reach out to you as soon as the card issuer reaches a final resolution. If you’d like to know the state of your case during the resolution process, feel free to email us.

How do I send more information?

We’ll need to create another form for you. Email us, and we’ll be happy to send one your way. For security purposes, please do not reply to this email with sensitive documentation or information. 

What type of information should I send?

We’ve listed out exactly what the card issuer needs to resolve the case in our email to you, but typically we’re looking for:

  • Signed agreement or invoice
  • Refund or cancellation policy
  • Proof of delivery or services rendered
  • Evidence of effort taken to resolve issue
  • Descriptive paragraph of the items/services purchased

If you’re unable to locate that email, please check your spam folder. If you still can’t find it, let us know and we’ll re-send it.

I won my dispute. Where are my funds?

When the credit card issuer notifies us of your dispute, we place a hold on the disputed funds by either withholding the funds from your Square balance or initiating a debit to your linked bank account. 

If the withholding or debit was successful, the funds will be released as a credit to your bank account within 3-5 business days after the case was resolved.

If the withholding or debit was unsuccessful, the deferred funds will be released back to your Square balance. Your bank account will not be credited. Rather, your Square balance will be adjusted to reflect the resolution because we never collected the funds from you.

My dispute was not resolved in my favor. What can I do now?

If at this point you want to pursue the case further, you’ll need to resolve it with your customer directly or seek legal advice. Unfortunately, Square can no longer assist in getting the funds back.

Why was my account debited?

When the credit card issuer notifies us of your dispute, they immediately debit Square’s account. We let you know of the dispute right away and also place a hold on the disputed funds by either withholding funds from your Square balance or initiating a debit to your linked bank account.

I’m unable to upload files to the form. What should I do?

To access the form and upload files, sign in to your Square Dashboard and click Yes in the form. Submit only JPG, PDF, or TIFF file types. We're unable to successfully download any other file types. 

You can also submit your documentation from your smartphone. Click “Choose file” in the form, and then either take a photo of the documentation or select a photo you've previously taken.

If you still can't view the form, please make sure Javascript is enabled in your browser and is fully up to date. In order to enable Javascript, follow the instructions based on your browser: Firefox, Internet Explorer, Chrome, Safari. If this information is unhelpful, try using a different browser.

My funds aren’t being deposited. Why?

It's likely that Square was unable to debit your bank account on three separate occasions due to the deferred funds from the disputed amount. 

Due to Automated Clearing House guidelines, Square cannot communicate with a bank after three failed attempts to debit a bank account. As a result, communication with your bank was terminated and all deposits to your account have stopped. 

You will need to link your bank account to re-establish two-way communication with your bank. You can use your existing bank account, but you will need to go through the linking process again. 

Once your bank account is verified, you can expect to see deposits according to our normal deposit schedule.

If you have questions about your payment dispute, contact us.

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