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What do you suggest Square do? This is standard operating procedure for merchant account providers.

by timmaah 13y ago

falcolas 13y ago
How about simply "Talking to the customer" for a start? These types of posts would be very different if someone had talked to them in person from day one, and actually kept them up-to-date.
- timmaah 13y ago
  >>Please visit our Help Center if you would like further information around the dispute process: https://squareup.com/help/en-us/article/3882-understanding-chargebacks https://squareup.com/help/en-us/article/3882-understanding-c... If you have further questions, feel free to reply to this email. We would be glad to help.<< He never mentions following up with them or how he took them up on their offer and what their response was.
  - falcolas 13y ago
    From the article: > A Google search unearthed a number, but it was literally nothing but a recording, directing the listener to go to their web site. > So to the website I went, sending them the following message through their web form > When I came into work on Monday, one of the first things I did was to fill out their chargeback response form again > I received none of the “updates throughout the process” that they promised So, he's followed their rules, and used their channels of communications. Their response was an automated "we cannot divulge the reason for your account termination ... our decision is final." Past articles from people who encountered the same problems have posted the response to challenging these to be "stop contacting us, your account is closed, our decision is final".
Cryode 13y ago
Even if it is, Alex had an awful experience and feels like a victim. If Square can't do anything about the outcome, they can at least offer a better explanation and tips going forward. Communication seemed to be the biggest issue here.
Xdes 13y ago
I thought Square was supposed to be one of those "disruptive" startups. If they continue the status quo and don't try to improve their customer service then why should I use them?
- astrodust 13y ago
  They're a better merchant provider, undoubtedly. They're also not a PayPal that's willing to provide buyer or seller protection. They just facilitate the transaction. The responsibility for verifying the transaction falls entirely on the vendor.
- timmaah 13y ago
  I am not knowledgable enough about Square itself to know what they are "disrupting", but their chargeback section in their sellers agreement is no different than that of a standard merchant account. Seller liable for all chargebacks; they reserve the right to hold an unknown reserve; charge a larger fee; or close the account. Do they try to differentiate themselves via customer service?
  - erichocean 13y ago
    Do they try to differentiate themselves via customer service? Okay, that made me laugh. :)
taude 13y ago
The big takeaway I got from the article is that unlike a big bank merchant account, if you need some support from Square....good luck.

What do you suggest Square do? This is standard operating procedure for merchant account providers.

by timmaah 13y ago

What do you suggest Square do? This is standard operating procedure for merchant account providers.

How about simply "Talking to the customer" for a start? These types of posts would be very different if someone had talked to them in person from day one, and actually kept them up-to-date.

timmaah 13y ago
>>Please visit our Help Center if you would like further information around the dispute process: https://squareup.com/help/en-us/article/3882-understanding-chargebacks https://squareup.com/help/en-us/article/3882-understanding-c... If you have further questions, feel free to reply to this email. We would be glad to help.<< He never mentions following up with them or how he took them up on their offer and what their response was.
- falcolas 13y ago
  From the article: > A Google search unearthed a number, but it was literally nothing but a recording, directing the listener to go to their web site. > So to the website I went, sending them the following message through their web form > When I came into work on Monday, one of the first things I did was to fill out their chargeback response form again > I received none of the “updates throughout the process” that they promised So, he's followed their rules, and used their channels of communications. Their response was an automated "we cannot divulge the reason for your account termination ... our decision is final." Past articles from people who encountered the same problems have posted the response to challenging these to be "stop contacting us, your account is closed, our decision is final".

Cryode 13y ago

Even if it is, Alex had an awful experience and feels like a victim. If Square can't do anything about the outcome, they can at least offer a better explanation and tips going forward. Communication seemed to be the biggest issue here.

Xdes 13y ago

I thought Square was supposed to be one of those "disruptive" startups. If they continue the status quo and don't try to improve their customer service then why should I use them?

astrodust 13y ago
They're a better merchant provider, undoubtedly. They're also not a PayPal that's willing to provide buyer or seller protection. They just facilitate the transaction. The responsibility for verifying the transaction falls entirely on the vendor.
timmaah 13y ago
I am not knowledgable enough about Square itself to know what they are "disrupting", but their chargeback section in their sellers agreement is no different than that of a standard merchant account. Seller liable for all chargebacks; they reserve the right to hold an unknown reserve; charge a larger fee; or close the account. Do they try to differentiate themselves via customer service?
- erichocean 13y ago
  Do they try to differentiate themselves via customer service? Okay, that made me laugh. :)

taude 13y ago

The big takeaway I got from the article is that unlike a big bank merchant account, if you need some support from Square....good luck.