What’s the difference between a dispute and a refund?

A refund is a transaction that you initiate as a Square seller to repay a cardholder who’s dissatisfied with the goods or services purchased. A dispute is a forced refund initiated by a cardholder and issued through their bank.

How will I know if a cardholder has filed a dispute?

You will be alerted of any payment disputes with a notification in your Square Dashboard and via email.

What is a dispute fee or dispute settlement fee?

A dispute fee, or dispute settlement fee, is a fee your credit card processing company may charge you, in addition to the reversed funds, if it finds you at fault for a chargeback. Square never charges you an additional fee for a dispute. We only take the amount of the transaction that was originally charged, this can include international transaction fees if the dispute comes from a foreign bank. Many payment processing companies may disallow you from accepting credit cards entirely if you have an unusual amount of chargebacks on your account.

Why is my chargeback amount different from the transaction amount?

If a cardholder is claiming that they were overcharged, then the dispute may only be for this amount. For example, a cardholder who was charged $100 but claims to have only agreed to pay $50, might issue a dispute for $50. International cards can result in dispute amounts which are higher than the original transaction. This is because when you take a payment from an international customer we charge their card in AUD, their bank is responsible for converting this to the cardholder’s local currency. This will be based on the current FX rate and may include a small processing fee for the cardholder. If a dispute is issued for these transactions it will be based on the current FX rate and may also include the processing fee originally charged to the cardholder.

Does Square have dispute fees?

No, Square doesn’t charge any additional fees for disputes. Most other payment processors charge a nonrefundable fee ranging from $25 to $50. Square covers the fees associated with payment disputes on your behalf. Square will only seek to recover the original transaction amount, including the processing fee.

Is there a time limit on payment disputes?

Time limits vary depending on the credit card company and the reason for the dispute. Check with the card issuing banks to determine what time limits may apply to your specific case.

Are debit card disputes handled the same way?

Different card brands (Visa, Mastercard, and eftpos) have varying policies when it comes to debit transactions. Generally, if a debit card transaction was approved with a PIN, cardholders have a smaller window in which fraud protection is available.

How do I write a chargeback rebuttal letter?

The good news is that if you sell with Square, you never need to worry about writing a chargeback rebuttal letter. All we ask of our sellers is that they address their customer’s claim promptly in the Information Request Form that we email for every dispute. We then use that information to challenge your customer’s dispute with their bank. We’re your advocate.

Aspectos básicos de la devolución de pagos: explicación sobre la devolución de pagos de tarjetas de crédito

Los reclamos de los clientes no son para nada divertidos; sobre todo, cuando se trata de devoluciones de pagos. A continuación, hablaremos sobre los aspectos básicos del proceso de devolución de pagos, las causas y las medidas que puedes tomar para evitar la devolución.

En este artículo:

¿Qué es una devolución de pago (o reclamo de pago)?

Una devolución de pago, también denominada reclamo de pago, se produce cuando el titular de una tarjeta cuestiona una transacción y solicita al banco emisor que la revierta. La posibilidad de reclamar un pago tiene como finalidad proteger a los clientes de las transacciones no autorizadas, pero puede ser un gran dolor de cabeza para los negocios, en especial, cuando se realizan por error.

Cuando se produce una devolución de pago, los fondos reclamados se retienen (el negocio no los recibe) hasta que el emisor de la tarjeta resuelva la situación y decida qué hacer. Si el banco emite un fallo en tu contra, los fondos se devuelven al titular de la tarjeta. Si el banco emite un fallo a tu favor, tú recibes los fondos reclamados.
Lamentablemente, este proceso puede ser complicado y requerir tiempo, ya que implica mucho papeleo y documentación, a menos que trabajes con un proveedor de servicios de pagos como Square, como veremos más adelante.

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Causas comunes de la devolución de pago y cómo prevenirla

Hay algunas causas típicas detrás de los reclamos de pagos. Afortunadamente, existen sistemas y procesos que puedes implementar para prevenirlos.

Transacciones fraudulentas

Si el titular de una tarjeta observa un cargo de tu negocio, pero jamás te compró nada, puede ser que se trate de un fraude. Esto suele generar que el titular de la tarjeta presente un reclamo.