I received an e-mail today telling me that a customer has requested a “chargeback”
on a purchase from last October!!! What?!… how does that happen?!
The folks at The Square notified me to see if I wanted to dispute the “charge-back.”
They’ve already taken the money out of my account – and I need to dispute it if I expect
to get the money back. Of course I said yes… let’s dispute!!!
The customer purchased $110.78 during “ART DETOUR” way back on October 8, 2011.
One wall pocket vase & three votive candle holders. She picked what she wanted & seemed
pleased with her purchase. I have not heard anything from her since. Until today.
So I sent the folks at The Square a couple photos of the actual credit card slip to “prove”
that she signed for the charge, as well as furnished her phone number.
I still don’t quite understand how she can have her pottery for over three months
and then try to get her money back?! So she gets her money and I get nothing?!
I didn’t see anywhere that I would get my pottery back. It all seems a little odd to me!
Has anyone else had a situation similar to this with The Square?!
Haven’t had this happen, yet. Sounds strange. Did Square give you a reason for the chargeback? It seems the customer should have contacted you first if there was a problem and Square step in only if it can’t be reconciled. Would love to know what happens just in case I encounter the same thing some time.
HEY BEV – So far, I still have heard nothing from the customer directly. I’ve been wondering if I should call them? But then I figure the Square folks are involved – so I’ll let them handle it. I was contacted by the Square and they asked for me to provide them with “proof” of the transaction. I sent them photos of the knuckle-buster receipt paper. The transaction amount in question has already been deducted from my bank account by the Square. They say that disputes like this can take up to 6-9 months. I guess if it works out, the amount will be re-deposited into my account. Luckily it’s not a huge amount, so I’m not overly concerned. Just more “intrigued” to see how it plays out… and how the folks at the Square handle it all. We’ll see. And I’ll definitely keep everyone posted here on my blog.. Thanks for checking in!!!
Not sure if your business actually has a name or if you are just using your personnel name, but I am guessing the customer noticed on their bank statement a transaction called “SQ*Gary Jackson”. They did not know what this was regarding and thus disputed the transaction unaware it was regarding the art purchased in Oct. In the future, you may want to notify your customers how the transaction will appear on their statements so you do not receive in the future.
Thanks for the suggestion.
My business does officially go by “Fire When Ready Pottery.” I’m not quite sure how that might read on their credit card billing when abbreviated?! I think it also showed up as a Chicago transaction, when the pottery was actually purchased in the Wisconsin Northwoods. I’m sure the assumption was that we were all local artists! I’m still waiting to hear an outcome from the folks at The Square. But I’ve already marked off as a bitter “learning experience.” So your suggestions are well-taken. Thanks.
I’ve had this happen way too many times to be happy about. It’s been reasons from, “Oh, I forgot I bought that”, “I wasn’t satisfied” and stolen credit cards….
How did this turn out? It happened to us and Square kept the money even though we supplied proof of sale.
Sadly, I never heard back from them. I thought I had supplied more than enough documentation as well. I had the original knuckle-buster receipt with credit card numbers, signature & phone number. Obviously the customer had filled it in and signed it. I just chalked it up to a “bad experience” and hope it never happens again!