File a dispute on your Square Card
About Square Card disputes
When making purchases with your Square Card online, you may be asked to confirm your transaction in Square Dashboard or the Square POS app before it can be completed. This extra authentication step helps safeguard against fraud and keep your money secure.
If you have fraudulent charges on your Square Card, order a new card from the Square POS app or from Square Dashboard. Your disputes will automatically be transferred over to the new card and you don’t have to wait for the dispute to complete to get a new card.
When you file a dispute for unauthorized, or fraudulent charges, we’ll deactivate your Square Card to prevent any additional unauthorized charges from processing, and you’ll need to order a new card.
Before you begin
You must file a dispute within 110 days of the transaction date and can only be filed from Square Dashboard or the Square POS app on iOS devices. Android devices aren’t currently supported.
Disputes can only be filed from Square Dashboard or the Square POS app on iOS devices. Android devices aren’t currently supported.
Most disputes are settled within 30 to 60 days, but some may take longer. You’ll receive the results of the dispute investigation via email.
Always contact the merchant to try and resolve your concerns directly. We aren’t able to pursue a dispute if you haven’t attempted to resolve the issue with the merchant directly.
Ensure the payment has been posted to your account and isn’t pending or voided.
Some merchants, such as petrol stations, will place a temporary hold on your Square Card to authorize your purchase. This temporary hold is a pending authorization and can be higher than the actual transaction amount. Pending authorizations can take up to 14 days to clear.
Your Square Card’s ATM balance will always show as £0, even when you have a balance. Go to the Balance section of the Square POS app to see your current balance.
File a Square Card dispute
Sign in to Square Dashboard and go to Balance.
Locate the transaction in question.
Click Dispute payment.
Answer the questions about the charge.
Review your answers and click Submit.
If your answer is yes to the first question, “Do you believe this payment is fraudulent?”, you can 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, such as goods or services not received or not as described, please complete one form per payment dispute.
If we receive enough information to proceed, a temporary credit may be applied to your account. Some disputes may not be eligible for a temporary credit. We’ll notify you via email once your dispute has been successfully initiated and confirm whether a temporary credit has been applied to your account.
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 dispute.