Respond to disputes for duplicate charges
About duplicate charge disputes
Duplicate processing disputes refers to situations where a customer claims they were charged multiple times for the same goods and services.
In these situations, you need to provide evidence showing that the original disputed payment was for separate goods or services. Providing the correct dispute documentation increases your chances of winning the dispute and recovering your funds.
Before you begin
You can respond to disputes from your Square Dashboard.
If a customer used both their signature and payment card PIN for the transaction, you must prove both transactions were for separate purchases.
If there were multiple legitimate transactions, provide specific evidence or documentation for each.
Ensure you’ve issued proper credits when duplicate processing is identified.
Dispute evidence must be legible, verifiable, in English or with a translation, and clearly linked to the disputed transaction. Audio and video evidence isn’t accepted.
Review the dispute and prepare evidence
These types of disputes generally occur for retail, food and beverage, professional services, and financial services businesses. If a customer claims they were charged multiple times for the same goods or services, prepare the following documentation:
Documentation for both the original and the disputed payment, showing that each transaction represents a separate purchase.
An explanation or clarification of why multiple transactions were processed for the same goods and services, providing context for the situation.
ATM logs showing successful cash dispensing for each transaction.
Submit your dispute documentation
Once you’ve compiled the supported documentation for your dispute, submit them in your Square Dashboard. In your dispute response, ensure you address the customer's specific claim about duplicate processing.
Learn how to submit your documentation and manage payment disputes.