I thought Square was supposed to be one of those "disruptive" startups. If they continue the status quo and don't try to improve their customer service then why should I use them?
I am not knowledgable enough about Square itself to know what they are "disrupting", but their chargeback section in their sellers agreement is no different than that of a standard merchant account. Seller liable for all chargebacks; they reserve the right to hold an unknown reserve; charge a larger fee; or close the account.
Do they try to differentiate themselves via customer service?
They're also not a PayPal that's willing to provide buyer or seller protection. They just facilitate the transaction. The responsibility for verifying the transaction falls entirely on the vendor.
Even if it is, Alex had an awful experience and feels like a victim. If Square can't do anything about the outcome, they can at least offer a better explanation and tips going forward. Communication seemed to be the biggest issue here.
How about simply "Talking to the customer" for a start? These types of posts would be very different if someone had talked to them in person from day one, and actually kept them up-to-date.
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He never mentions following up with them or how he took them up on their offer and what their response was.
> A Google search unearthed a number, but it was literally nothing but a recording, directing the listener to go to their web site.
> So to the website I went, sending them the following message through their web form
> When I came into work on Monday, one of the first things I did was to fill out their chargeback response form again
> I received none of the “updates throughout the process” that they promised
So, he's followed their rules, and used their channels of communications. Their response was an automated "we cannot divulge the reason for your account termination ... our decision is final."
Past articles from people who encountered the same problems have posted the response to challenging these to be "stop contacting us, your account is closed, our decision is final".
