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Report: #1489463

Complaint Review: Square Up - Internet

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  • Reported By: LISA — WILDOMAR CA United States
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  • Square Up Internet United States

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I provide short term vacation rental studio and list my unit on Airbnb as well as Booking.com.  When ever someone books through Booking.com I have to process the credit card myself.  We do not have a check in counter to meet our guests and swipe their credit card upon arrival so I ask my guests to provide their ID and credit card (only last 4 digits showing) to verify that the names match (Reservation, ID and Credit card).  I then manually key in the charge and forward our guests check in insturctions with their own personal 4 digit code to enter the rental.  One of my guests stayed back in August.  3 months later she submits a chargeback to her credit card stating she knows nothing about the charge.  Square notified me that I needed to submit proof that this was a valid charge to dispute the chargeback. I submitted the rerervations details with the terms, dates, rules, etc from the Booking.com site as well as a copy of her credit card and ID that she provided me.  I even submitted additional correspondence that we had before and during her stay at my studio.  Square said the credit card company sided with her and therefore they were taking back the $390.00.  I called back to Square and asked for all the proof (correspondence) from her credit card company to Square as I was going to forward it to Booking.com.  Booking.com says they never have any problems fighting chargebacks and they think Square did not process the dispute properly.  Square says they have no correspondence to forward to me as it is all done internally through the computer.  I call foul play.  Even IF there was a chance that someone stole the credit card and ID and made a reservation in that name I as a business should not be held liable for fraudulent use of a credit card card if I did my due diligence in verifying the information all matched.  Square should not deduct the balance from me.  How can an online business survive if everyone can just charge what they want and then say they know nothing about it.  There should be business protections built into the fees we pay for using the credit card processing in the first place.   I could understand if I had not done due diligence in verifying the credit card, ID and name on reservation all matched.   So warning:  DO NOT USE SQUAREUP FOR YOU CREDIT CARD PROCESSING.  Use someone else. I am going to do research to find out which credit card processing company stands behind their business parters.

This report was posted on Ripoff Report on 12/23/2019 12:49 PM and is a permanent record located here: https://www.ripoffreport.com/report/square/chargeback-valid-charge-1489463. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
2Consumer
0Employee/Owner

#3 Consumer Comment

No - Not The Same Thing

AUTHOR: Jim - (United States)

POSTED: Friday, January 03, 2020

First of all, this has nothing to do with Square.  All square does is act as your mobile merchant to process your customer's credit cards, for which they take a percentage + fixed fee.  Whether you utilize Square, Converge Mobile, or any other mobile processor, all the mobile merchant does is process the charge and communicates that charge over to the CC company.  That's it.  The issue you speak of has everything to do with the credit card company, which if I remember from your other report, is US Bank.

Booking.com says they never have any problems fighting chargebacks and they think Square did not process the dispute properly.  Square says they have no correspondence to forward to me as it is all done internally through the computer.  I call foul play.  Well, correct that you call foul play, but the people at Booking.com are IDIOTS - plain and simple.  Booking.com must be filled with complete and utter morons if this is the excuse they gave you. 

When your customer filed the dispute, they filed the dispute against their CC company, which in turn was communicated to you.  Square had nothing to do with it.  You provided all of the information, but the CC company chose to resolve the dispute in the cardholder's favor, probably because the person's card information was stolen and the information provided to you included a fake ID. 

Once the dispute was resolved in the customer's favor, the CC company processed the reversal against your account through the merchant.  Square has no correspondence - because there ISN'T ANY correspondence from them; as they said, it's all done via computer.  All of the correspondence you're looking for resides with the CC company.  If you are looking for such correspondence, then it has to come from the CC company, not from the merchant.

When you use Square through either a swipe or a card reader mechanism, or any other mobile merchant, the validity levels are usually set pretty low.  In other words, they may not utilize zip code or other secondary authorization/confirmation codes, unless you manually enter all of the information.  The only validation that's done is with the actual CC number.  In other words, if the CC is good, the mobile processor will only validate that number and possibly not anything else.  Is it more risky?  Yes, it is.

Even IF there was a chance that someone stole the credit card and ID and made a reservation in that name I as a business should not be held liable for fraudulent use of a credit card card if I did my due diligence in verifying the information all matched.  Actually, yes you would be held liable.  That's a part of the risk of being in business - it's sort of like getting passed a bad check. 

The only party you would have recourse against is the person who committed the fraud.  Neither the merchant (Square) or the CC company are parties to the transaction.  The way you offset this risk is to increase your price for rent in situations where there is more risk to your revenue.  It sounds like it doesn't happen that often, based on your narrative, BUT it seems clear this does happen. 

Perhaps you may need to raise your rent for Booking.com by 3%-5% to cover yourself in the case of such risk.  If you really give this some thought - and put yourself in the other person's shoes, you would not want to be charged for something you did not personally incur.  Think about who has to eat that charge when there is fraud committed.

If I were you, I would recommend against booking.com IF this is sort of moronic drivel they gave you, in addition to the additional risk you are assuming.  I would also make sure whether the same risk exists for your Airbnb transactions - it sounds like they are different and probably less of a risk, so the concern is lower - maybe.  Nonetheless, it is worth a look....

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#2 Author of original report

Answer to question: Did I get signature for the charge.

AUTHOR: LISA - (United States)

POSTED: Tuesday, December 31, 2019

The order was an online order.  Do you sign for orders you place online?  I didn't think so.   You don't even send a copy of your ID and credit card showing that the names match and yet you are held responsible for the charges you make.  I went above and beyond by asking them to send me their ID and Credit card to prove validity and I STILL got a chargeback. 

Based on this tactic any one can order anything online, receive the service or product then say they did not place the order and get their money back.  I have had one othr chargeback in the 4 years I have been doing business and I provided exactly the same documentation and backup that I provided in this scenario. 

I won that chargeback because the documentation was there.  This situation is exactly the same yet the person deciding chose to honor the charge.  It really is a case of depending on who is making the decision.  I am sure everyone at some point has had to call customer service for something and you get a response from that person.

Then when you call back and get someone else you get a completely different answer to the same question.  Well I believe that is what happened here and the person that made the decision to side with the claimant is an idiot and unfortunately, the credit card company states their decision is final and cannot be contested.  I say to every one out there:  Go charge up your credit cards then dispute the charges!!!!!!!!!  

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#1 Consumer Comment

Two Questions

AUTHOR: coast - (United States)

POSTED: Tuesday, December 24, 2019

Do you have the customer’s signature on the charge slip that matches the signature on the credit card? Did Square ask you the same question?

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