File a dispute on your Square Debit Card
- Sellers that want to dispute a transaction on their Square Debit card. Only Square account holders can file a Square Debit Card dispute.
- Square Debit Card holders.
About Square Debit Card disputes
Where there are card payments, there are payment disputes. As a Square Checking account holder with a Square Debit Card, we’ll help you through this process and present your dispute to the merchant in a timely manner.
If you have fraudulent charges on your Square Debit Card, order a new debit card from the Square Point of Sale app or in Square Dashboard. Your disputes are automatically transferred over to the new card and you don’t have to wait for the dispute to complete in order to get your new card.
Before you begin
Ensure the payment has been posted to your account and isn’t pending or voided.
Some merchants, such as gas stations, will place a temporary hold on your checking account to authorize your purchase. This temporary hold will be higher than the actual transaction amount, typically $75 or $100. We call these transactions pending authorizations, and can take up to 14 days to clear.
If you have multiple Square Debit Cards active on your account, only the Square account holder is able to file a dispute for any cards on the account. Additional Square Debit Card users aren’t able to file a dispute.
The results of the disputes investigation are sent via email. While most disputes are settled within 30 to 60 days, some may take longer.
For Unauthorized Transactions:
Merchant names sometimes differ on a bank statement. Be sure to double check the merchant industry and other details to be sure you do not recognize the transaction.
When you file a dispute for unauthorized or fraudulent charges, we will deactivate your Square Debit Card to prevent any additional unauthorized charges from processing. Please see below for instructions to order a new card.
Non-Fraud Merchandise Transactions:
Contact the merchant to try and resolve your concerns. We aren’t able to pursue a dispute if you haven’t attempted to resolve the issue with the merchant directly.
You must file a dispute claim within 110 days of the transaction date.
File a debit card dispute
Sign in to Square Dashboard and go to Banking > Checking.
Locate the charge and click the more options icon (•••).
Select Dispute payment and answer the questions about the charge.
Review your answers and click Submit.
If your answer 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 disputed 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 the dispute was denied.
Order a new card
When you file a dispute for unauthorized or fraudulent charges, we may need to deactivate your Square Debit Card to prevent any additional unauthorized charges from processing. Your new Square Card will arrive in 7-10 days.
- Sign in to your Square Dashboard and go to Banking > Checking.
- 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.
- Personalize your Square Card.
- Verify your shipping address.
- Update your Square app to the latest version.
- From your Square app, go to Banking > Checking.
- 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.
- Personalize your Square Card.
- Verify your shipping address.