Square began an on-line invoicing program where a vendor can email a customer an invoice to be paid on-line. Unlike PayPal, the customer can use any credit card they choose, they do not need a Square account, and the fee is 2.75% and no transaction fees. Very cool and I jumped all over it.
Last December, an invoice was sent to a customer who made a significant purchase. The invoice was sent. Their card was accepted. The invoice was paid but not on the date it was sent. Funds were transferred. Product was shipped, delivered, and signed for.
In February, I get a notice from Square that a "customer" has started a fraudulent charge and I have to prove it was a legitimate charge including proof of delivery.
Here's the rub. Square will NOT tell you the customer's name and will provide only the last four digits of the card.
Problem #1: On that particular date, I sold three such items.
Problem #2: As the customer can use whatever card they wish (debit or credit or gift), I have no card information whatsoever, nor would I keep record of it once the funds have transferred (privacy policies).
Problem #3: Without a provided name or date or other pertinent identifying information, how am I supposed to know who was it and why?
Problem #4: Although Square's contact language was one of support and caring for me, it was all lip service. The onus was "Square-"ly on my shoulders.
After unresponsive begging for more details from Square, careful non-accusatory digging with the three customers revealed that one customer had made the purchase for a friend. The friend provided my customer with their credit card details and was used to make the purchase. When the friend of my customer's spouse received the card statement, my company name was not recognized, the purchase was not remembered, and a card fraud was started.
How the hell am I supposed to know all this if they won't tell me? Good thing for my law enforcement investigative background!!
It has been resolved.
Now, here's what I'm going to have to do in the future. Even though an invoice will still be sent, at the time of purchase I will have to ask what card will they be using, what is the name on the card, and what are the last four digits of the card. These details will be added to the invoice.
Is that enough data or should something else be added?
Last December, an invoice was sent to a customer who made a significant purchase. The invoice was sent. Their card was accepted. The invoice was paid but not on the date it was sent. Funds were transferred. Product was shipped, delivered, and signed for.
In February, I get a notice from Square that a "customer" has started a fraudulent charge and I have to prove it was a legitimate charge including proof of delivery.
Here's the rub. Square will NOT tell you the customer's name and will provide only the last four digits of the card.
Problem #1: On that particular date, I sold three such items.
Problem #2: As the customer can use whatever card they wish (debit or credit or gift), I have no card information whatsoever, nor would I keep record of it once the funds have transferred (privacy policies).
Problem #3: Without a provided name or date or other pertinent identifying information, how am I supposed to know who was it and why?
Problem #4: Although Square's contact language was one of support and caring for me, it was all lip service. The onus was "Square-"ly on my shoulders.
After unresponsive begging for more details from Square, careful non-accusatory digging with the three customers revealed that one customer had made the purchase for a friend. The friend provided my customer with their credit card details and was used to make the purchase. When the friend of my customer's spouse received the card statement, my company name was not recognized, the purchase was not remembered, and a card fraud was started.
How the hell am I supposed to know all this if they won't tell me? Good thing for my law enforcement investigative background!!
It has been resolved.
Now, here's what I'm going to have to do in the future. Even though an invoice will still be sent, at the time of purchase I will have to ask what card will they be using, what is the name on the card, and what are the last four digits of the card. These details will be added to the invoice.
Is that enough data or should something else be added?
