Teach Soap

I have used Square to process credit/debit sales and have not had any problems until recently.

I wanted to give a heads up to every one here. Contacting Square is absolutely impossible. There is no phone number available to contact customer service. NONE. Can you believe it? You can send an email and they will occasionally (rarely) send an email back saying that someone will contact you, but the phone call never comes.

I am not sure what other providers are out there, but I will definately search out a new provider that actually has a customer service phone number. I was floored when I realized that I was dealing with a company that wont return emails much less provide a phone number for contact. What kind of company does that?

The reason I was trying to contact them was that a customer disputed a charge and Square from back in March. I received an email from Square asking me for information regarding the purchase. I provided a receipt number, description of products purchased, customer name and phone number, and noted the fact that the customer's card was swiped not entered manually and that I had collected the signature digitally. I should mention that this was not a small purchase. The order was $274 total.

I never received any follow up emails from Square. Instead they sent an email saying the total was being deducted from my bank account withing 1-2 business days. Now, I am struggling like everyone else and I did not have an extra $274 in my account so I headed out at 930 a.m. to put the extra money in the account only to find out that they had ALREADY pulled the money from my account before they sent me the email! GRRRRRRR.

It has been almost 3 weeks now and I have not heard a single thing back from Square. I used to think that accepting credit / debit cards was the safest way - well, second to cash - of doing business. Now, after being burned, I am seeing that accepting credit cards even with the card in front of you and a signature to match is not safe either.

Thanks for listening to me vent about this. I am certainly very frustrated at this point. Has anyone else had a similar experience? Any recommendations?

Dawn

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Dawn

Soap Artist and Owner
Bluebirds Bath and Body

Oops - sorry this is probably not the correct section of the forum for this post. I was reading the cold process section when I started my post.

Moderators, please feel free to relocate my post to the appropriate location.

Dawn

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Dawn

Soap Artist and Owner
Bluebirds Bath and Body

Oh no, Is there a reason why your customer is disputing the charge? have you contacted the customer to see if there is anything you can do to make it right?

Whenever I accept a credit card via SquareUp, I always make sure to take a picture of the item.

I also make sure to check ID. (making sure the billing zip code matches the zip code on the ID)

I've worked in retail since I was 16, and have seen a lot of shady business.
Making a fake credit card takes seconds... Sucks that SquareUp isn't being helpful..

Maybe call your bank and tell them that Square up isn't letting you dispute the charge back, and that the charge was a legit face to face transaction for tangible goods.

Found this on their Twitter feed:



You can also ask for help on Twitter @SqSupport ... They're usually really good about getting back to you.

That's awful! I was able to call them when I had a problem and talked to a live person. But that was minor compared to yours.

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Irena
Closed minds are like faulty parachutes; they refuse to open.

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Dawn

Soap Artist and Owner
Bluebirds Bath and Body

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Dawn

Soap Artist and Owner
Bluebirds Bath and Body

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Irena
Closed minds are like faulty parachutes; they refuse to open.

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Dawn

Soap Artist and Owner
Bluebirds Bath and Body

Well I went to the twitter feed @sqsupport - there seem to be a lot of frustrated customers who are also not receiving call backs or email responses. This doesn't look promising. Worth checking out for others who are doing business with SquareUp or had planned to in the future.

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Dawn

Soap Artist and Owner
Bluebirds Bath and Body

Yikes!

This is the reason I've stopped using Paypal and I'm likely to not do business with someone who offers that as their only payment option. I'd heard good things about Square Up until now. Looks like I'll continue using cash only and "missing out" on credit card sales, because in the long run it just isn't worth it.

Sorry this happened to you. These companies certainly don't provide much recourse for sellers.

Beezy, thanks for the info on self protection... not that I am selling... its still good info. So how far back can someone dispute a claim? And would having a photo of the actual item actually help if square would not even listen to Dawns info. Seems like they went with 'the customer is always right'!

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Susie
Sometimes A Mistake is so much fun, You just have to do it again!