File a Claim on Your Square Card
Where there are card payments, there are payment disputes. As a Square Card owner, you can count on us to help you through this process and present your claim to the merchant in a timely manner.
You can also opt in to receiving SMS alerts on your account when high-risk transactions occur, such as international purchases, Card not Present (CNP) transactions or declined transactions. You’ll be provided the option to temporarily lock your card via SMS to allow time to review the transaction before taking action. You can update your notification preferences or unlock your card at any time from the Balance section of your online Square Dashboard or from the Square app.
Things to consider before filing a claim:
Ensure the payment has posted to your account and isn’t pending or voided.
Some merchants (e.g. gas stations) will place a temporary hold on your Square Card to authorize your purchase. This temporary hold will be higher than the actual transaction amount, typically CAD $75 or $100. We call these transactions pending authorizations. These pending authorizations can take up to 14 days to clear.
Contact the merchant to try and resolve your concerns. We aren’t able to pursue a claim if you haven’t attempted to resolve the issue with the merchant directly.
Your Square Card’s ATM balance will always show as CAD $0, even when you have a balance. Go to the Balance section of your Square app to see your true current balance.
Please note: If you have fraudulent charges on your Square Card, we recommend ordering a new card directly from the Square app, or from your online Square Dashboard. Your disputes will automatically be transferred over to the new card and you do not have to wait for the dispute to complete in order to get your new card.
When you file a dispute for unauthorized, or fraudulent charges, we may need to deactivate your Square Card to prevent any additional unauthorized charges from processing.
1. File a Claim
If you notice a transaction you didn’t make or have a question about a transaction in your history, you will need to report a claim. To do so:
Log in to your Square Dashboard or the Square app on your iOS device.
Locate the charge and click on the more options icon (. . .).
Select Dispute payment.
Answer the questions about the charge.
Review your answers and click Submit.
Note on submitting multiple disputes using one form: If your answer to the first question, “Do you believe this payment is fraudulent?”, is Yes, you will be able to select up to 10 payments to dispute via this single form. If your answer is No, because you authorized the payment but are disputing for a different reason (e.g. goods or services not received, or not as described), please complete one form per payment dispute.
Note: You must file a dispute claim within 60 days of the transaction date.
2. We Investigate
If we receive enough information to proceed, a temporary credit may be applied to your account. Some claims may not be eligible for a temporary credit. We will notify you via email once your claim has been successfully initiated and confirm whether a temporary credit has been applied to your account.
3. We Follow Up
We’ll make sure you receive the results of our investigation via email. While we settle most claims within 30 to 60 days, some may take longer.
If we’re not able to find a provable error, the claimed transaction will be considered valid and we’ll remove any temporary credit we provided. Whenever we can, we’ll provide you with further information as to why we had to deny your claim.