Square Chargeback or Dispute: What to Do

How to fix it

Try these in order — the most common fix is first.

1. 1. Open the information request form

   1. Review the reason code and disputed amount to identify the transaction
   Did this fix it? Yes No

2. 2. Choose to refund or challenge

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   1. Answer No to return the funds, or Yes and attach documents (receipts, signed delivery, communication)
   2. Respond within seven days of the initial email
   Did this fix it? Yes No

3. 3. Wait for the bank's decision

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   1. Challenged disputes can take up to 90 days
   2. Won: funds released including processing fees. Lost: funds go to the customer and processing fees aren't refunded
   3. If your balance can't cover it, Square debits the linked bank account or your balance goes negative
   Did this fix it? Yes No

4. 4. Know the limits

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   1. ACH payment disputes can't be challenged; contact the customer
   2. Square doesn't charge a dispute management fee for challenged chargebacks
   Did this fix it? Yes No

Symptoms

You get an email, Dashboard notice and app alert about a dispute, and the disputed amount is withheld from your balance or bank account.

Why it happens

• Customer didn't recognize the charge
• Fraud claim
• Item or service not received or as described
• Duplicate charge

This guide also covers

• square chargeback
• square dispute
• square chargeback fee

The same problem in other apps

All billing, cancellation & refunds guides →

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• PayPal Refund Not Received (PayPal)
• How to Cancel Shopify Subscription (and Close Your Store) (Shopify)

Other Square errors

• Square Reader Not Connecting
• Square Card Declined Error
• Square Transfer Delayed or On Hold
• Square Account Deactivated
• Square POS Offline Payments Not Syncing
• How to Cancel Square Account or Subscription