Insight on how a credit card dispute is handled

[Ony]

I am in the landscaping/yard cleanup business and this customer is disputing the charge after we did a one time yard cleanup. On my end it reads " they don't recognize the charge". That is clearly an attempt to commit fraud because he does clearly know and he was present at the house(him and his wife) and paid after we completed the work. I emailed him an invoice and he responded and paid by manually inputting his credit card info. I understand it is the users credit card who will be making the decision, but I do not like the way Square is handling the dispute on my end. They only allowed me to submit a very limited amount of evidence on their online form that they will be submitting to the credit card company. Spoke to a few customer service reps on the phone and they were pretty useless and could barely speak English. They told me to email them the additional screenshots from text, and the screenshots from my GPS,  showing I was at the customers house for a given amount of time, but they could not confirm the additional evidence was submitted to the "internal team" to escalate the dispute.

If square fails to represent me in this dispute and allows fraud to happen, I will never accept credit card again. This will only open the door for more people to cheat others. Has anyone else been in a similar scenario? How did it turn out? From what I gather credit card companies tend to be biased toward their card holders. Especially for American Express and discover- I have heard they rule in favor of their users no matter how evident it is the merchant is in the right.

 I hope this message finds  someone higher up in the Square organization who will get to the bottom of this.

[Marnie1]

Perhaps having customers approve an estimate before turning that estimate into an invoice creates more intent and acknowledgement from the customer? This way, you have approval before completing the work and sending the invoice and payment request. 

[Ony]

Right. With approving messages on estimates, I can click the "approve" button on my end as well. Thing is the invoice was emailed to him and he consciously paid on his end when the job was done with no complaints. 

[alexandriak]

You could require a signature on the estimate or have the customer sign something prior to the start of the job or at the end of the job before you leave the job, this would offer you more protection. 

In the 2 disputes I've had in with square in 10 years I was able to provide enough information on their form for the disputes to both be solved in my favor.

[Ony]

That sound promising. I did not have them sign something but I did have screen shots of our text conversation, showing address, time of day, gps data showing my location matching customer info.

[A1steve281]

I have a form that was signed by the cardholder acknowledging our no refund policy. The cardholder came into our brick-and-mortar store, picked up merchandise and then filed for a refund and was successful despite all forms of evidence in terms of emails and documentation. Square said they are not a bank and do nothing in terms of representing Me, the customer in situations like this. I videoed the conversation with Square Team Members and they just hang up on you and tell you there is nothing they can do