Hey there, @FeliciteaDig. So sorry to hear about your dispute. Having a dispute leveled against your business can feel daunting, but we want you to know that we are in your corner throughout the resolution process. We will do everything we can to ensure the dispute is resolved in your favor and the process is as seamless as can be.
There are a couple resources I would point you to as best practice in dispute resolution. Firstly, I would recommend reaching out to our Support Team for Disputes, who can walk you through each step of the resolution process individually to make sure you are best prepared. I would highly recommend using them as a resource - they are fully trained and equipped to help sellers just like you.
Secondly, before a verdict has been made, the Merchant has the ability to challenge the dispute. If you choose to challenge a dispute, our Team may request supporting documentation that would back your position.
Both of these resources as a good starting point to ending your dispute in hopes for a positive outcome. Keep in mind that each dispute is unique, which makes the resolution process in turn, unique. It's also helpful to remember that Square does not have any authority when it comes to deciding a resolution on a dispute. That action is totally and completely up to the customers card issuing bank - so the more documentation and proof we provide, the more likely we receive a positive outcome.
I hope this information is helpful! Please don't hesitate to reach out if you have any questions. We are here to help!
Joe
Community Moderator, Square
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