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 Point of Sale 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 Point of Sale 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 unauthorised or fraudulent charges, we’ll deactivate your Square Card to prevent any additional unauthorised charges from processing, and you’ll need to order a new card.
Before you start
You must file a dispute within 110 days of the transaction date and can only be filed from Square Dashboard or the Square Point of Sale app on iOS devices. Android devices aren’t currently supported.
Disputes can only be filed from Square Dashboard or the Square Point of Sale 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.
Make sure 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 authorise your purchase. This temporary hold is a pending authorisation and can be higher than the actual transaction amount. Pending authorisations 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 Point of Sale app to see your current balance.
File a Square Card dispute
Sign in to Square Dashboard and go to Money > Square Card > View all activity.
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 authorised 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’ve provided. Whenever we can, we’ll provide you with further information as to why we had to deny your dispute.
Dispute Mastercard transactions
Transactions authenticated via passcode or biometrics, such as Apple Pay or Google Pay, indicate that permission was granted through a registered device to process the payment. These authentication methods provide confirmation of authorisation and, as a result, Mastercard regulations prohibit us from processing disputes in these cases.
If you have concerns about the transaction, we encourage you to work directly with the merchant for resolution as they may be able to assist you further.
Order a new card
When you file a dispute for unauthorised or fraudulent charges, we may need to deactivate your Square Card to prevent any additional unauthorised charges from processing. Your new Square Card will arrive in 7–10 days.
- Sign in to your Square Dashboard and go to Banking > Balances.
- Select Square Card > Get your Square Card.
- Verify that your name and business name match the account owner’s name on the Square account. For security reasons, Square Cards will only be issued to the account owners.
- Personalise your Square Card.
- Verify your delivery address.
- Update your Square app to the latest version.
- From your Square app, go to Money > Balances > Square Card.
- Tap Create my Free Square Card.
- Verify that your name and business name matches the account owner’s name on the Square account. For security reasons, Square Cards will only be issued to the account owner.
- Personalise your Square Card.
- Verify your delivery address.