Complaint Review: Square Up

I own a business and was seeking out credit card processors when I first launched my company. I read around and looked at reviews and despite reading the bad ones about Square I opted to go with them. After some time of using Square I found a MUCH cheaper and supportive solution.  Square's rates are astronomical and there is no one to speak with in case you have an issue.

So a couple months after no longer using Square I get a message from them regarding a chargeback notification against my company.  The chargeback gives NO information about the individual, no details of why the chargeback is being requested and simply gives the date and amount of the chargeback.

Square then asks me for supporting documentation regarding our companies return policy and states that they represent merchants and share information with the consumer.  They state that they stand behind the merchants in all matters.  Merchants after all are the vehicle in which get Square paid, right?

The item that was being disputed was a part that a consumer purhased for a DIY iPad repair.  This consumer ontacts us and begs us to sell him one out of our inventory as he is repairing an iPad for a friend and NEEDS this part.  We explain to him that we are a repair operation and do not make parts availible to consumers.  He begs me to sell him the part and I tell him I will make a one time expception to help him out.

So he then brings back the part and on the label of the packaging it CLEARLY states that no returns will be accepted if white warranty label is removed.  The customer had removed the label installed the part and damaged the part as well and no wanted me to refund his money because it had a defect.

So after telling the consumer that his return was not eligible for a return he leaves after much squabling.

The consumer then comes back the next day and has now removed the adhesive from the screen.  he no requests a refund again.  I explained that he has further degraded the part and that no refunds would be issued per the clearly stated return policy right on the part packkaging.

So I get this chargeback notification, provide Square with an actual scan of the warranty sticker and policy and get it back to them in under 6 hours of their first notification. Then in less than 36 hours they decide in favor of the consumer and refund his money.

REALLY???  This is how you treat a merchant that clearly states a return policy to a consumer right on the part they purchased and works with you to provide you with all the details of the transaction?  

On top of that they didn't even provide me with an explaination of what the consumer stated OR why they made their determination.  They just issue a refund without any determination?

Really sad.  If you are a company and are looking for a credit card processing solution look away from Square to Amazon or Paypal.  They all have solutions availible.  Or if you are in a retail location look toward a legit CC processor because through this I can see that Square is nothing more than a machine going through processes and not giving it legitimate process consideration.

BEWARE OF SQUARE!