Find the work order behind a Square dispute and gather the TireTutor records to upload as evidence.
A customer disputes a card payment with their bank, and Square handles the dispute for you. Square emails you, holds the disputed funds, and takes your response in Square Dashboard. TireTutor keeps the work order records you upload as evidence.Square’s Manage payment disputes guide covers the whole process, from the first email to the bank’s decision.The customer’s bank makes the final decision on a dispute. For questions about the dispute itself, contact Square Support.
When: Square tells you about a dispute on a payment.
1
Note the payment
Open the dispute in Square Dashboard. Note the date and the amount of the disputed payment.
2
Find the customer's name
Skip this step when you know the customer. Otherwise, open Reports & Data › Sales Journal. Set Payment Date to the day of the payment. Note the Customer Name on the invoice that matches the amount.
3
Search your work orders
Open POS › Work Orders. Search by the customer’s name.
4
Open the work order
Select the work order from the day of the payment.
5
Open the payment history
Select the Payments line in the Payment Summary panel.
The Payments line opens the payment history. Here the customer added a $42.60 tip, so Payments reads $255.60 against a $213.00 total.
6
Match the payment
Compare Date & Time, Paid, and Card with the dispute. Card shows the card brand and the last four digits of a card payment taken through Square.
The payment history lists each payment on the work order. Here the Visa card ending in 1111 paid $205.60, and $20.00 of it was refunded.
Match the disputed amount to a payment in the history, not to Total. A tip makes the payment higher than Total.
One payment in the history matches the date and the amount of the dispute.
Reports & Data is missing for some staff. See Viewing reports to find out who can open it.
TireTutor can hold two separate records of the customer’s approval. They do not share data, so gather each one your store has.
Record
Who records it
Where it stays
Customer authorization
Your staff, on the estimate or the work order
The work order. The printed invoice shows the work the customer declined
DVI approval
The customer, on the DVI customer report
Digital Vehicle Inspection. Your team receives the approval email
A DVI approval does not appear on the work order or on the printed invoice. To keep both records in agreement, record the customer’s DVI answers on the work order too. See Record an approval from a DVI report.
To accept a dispute, answer Square’s form in Square Dashboard before the deadline. Square then tells the bank to return the funds to the customer. Manage payment disputes shows how.When a customer asks for their money back before they dispute, refund the card from the work order. See Issue a refund. The refund goes back to the card through Square.
