Ell M.

Ive ordered several things from several different stores and individuals on etsy. I LOVE IT. Ive never had any issues

I had a client pay me with a card so I used my square reader/account. About 3 weeks later I received an email from Square saying that the customer had canceled that payment and gave me instructions on how to go about issuing a refund or fighting the cancelation. Since I figured the person probably just forgot she paid me, I decided to to 'fight' the cancelation. In Square's email notification they said this was a time sensitive matter and so I must act quickly. I filled out the information asked of me right away and send it back to square via their website. I never heard anything back from them. I tried emailing their customer service and never got an response. I just wanted to know if the customer received this information so that they didn't think someone was committing fraud with their card! My boss who also uses Square decided to email them after I had had no luck. Square responded promptly to her. With in an hour or two. She responded and explained my situation to which they then asked for more information about the 'case'. She explained what had happened with the cancelation and that I had followed the steps outlined in their email to me but that I had yet to hear anything back from them and that further more, they were not returning any emails to me at all. They suddenly stopped responding to my boss after receiving that last email. I never did hear anything from them. I ended up having the charges refunded to the customer and just had her come pay me by check. Im extremely disappointed in their lack of customer service there. It upsets me because any time Ive had an issue in the past about deposits they've been very prompt and helpful. But apparently when you want to make sure everyone gets their money, client and business owner alike, they don't seem to care too much for that