How can I see details of a dispute

[Naomi1967]

I have a dispute that was filed that I’m certain is fraudulent. My business is primarily via memberships with fully executed contracts with terms and conditions. I realize with the Coronavirus people are panicking but I trust you will provide me an avenue to defend this fraudulent case. 
Thank you,

Naomi Miller

[Joe]

Hi there, @Naomi1967 - thanks so much for reaching out. Happy to have you join us on the Seller Community! Welcome! 

So sorry to hear about your issue regarding your Dispute. Never fear, we are here to help! First things first - I recommend checking out this helpful Dispute Resource, It will be extremely useful when navigating next steps.

You can also view all relevant details of your Dispute from your Online Dashboard by doing the following:

• Log onto your Online Dashboard
• Select Reports from the navigation bar
• Scroll down and select Disputes

I hope this information is helpful! Please don't hesitate to reach out if you have any remaining questions. We are here to help!

[TCSeattle]

We have a business that does a high volume of smaller transactions. Not uncommon for us to get disputed charges, especially now with online ordering. One thing that makes the process super time consuming and tedious is Square does NOT provide the customer information along with the dispute information. From the dispute resolution center I can view the receipt, but not the customer information, which means we have to search for that information separately. Is there a way for this information to be viewed all in one place?  

[ashc]

Heya @TCSeattle,

Square doesn't store any kind of customer information and their bank typically does not provide us with it either since it's privileged to their bank.

The only way to make sure that customer information shows up with your sales and disputes is to enter each customer into your Square Directory manually either while taking the sale or after. 

[TCSeattle]

Hi. This doesn't seem to be entirely accurate as square does have the information the customer entered when they placed the order online. The issue I have is even if I view the disputes under reports, Square doesn't actually provide an option to download this information onto a spreadsheet like they do other reports. So I'm left having to create my own spreadsheet with this information to try to match up the customer to the transaction. 

Is there a way for Square to create a downloadable report? This would really help when we are trying to respond to them. 

[ashc]

@TCSeattle It's entered but we don't store it is what I was saying. I came from the Disputes/Account Services team to this team for context as well.

Customer information will always be privileged to the customer's bank so any kind of customer's information will always have to be stored on your side of in the Customer Directory manually as mentioned. 

[TCSeattle]

I understand the bank doesn't provide that information (I still think that there should be a way for Square to provide the transaction information more fluidly since we have to look it up anyway in order to appropriately respond to the dispute, but I will leave that aside for now), but your response still doesn't address why Square doesn't have the functionally to create a downloadable report with the information that is provided in the dispute center (i.e dispute date/date or purchase/respond by/etc..)? For context our business does high volume sales and are currently dealing with someone who has found that Square online ordering provides them the perfect set up to test out all their stolen cards.   We get a fair amount of these that we have to sort through and are having to manually create our own report that we are hoping we can take to law enforcement to do something about this issue, since Square quite honestly does not provide any assistance with this issue. The ability  have a report that we can download (again with the information that is provided in the dispute center) would save a lot of time and allow us, the seller, to more quickly gather the information so that we can respond to these disputes.