[twunde]

There are a few issues with this article

1) The author never understood that he has to keep some sort of balance to cover chargebacks. Square may need to better communicate this since they are targeting people who may have never dealt with credit card processors. The automated chargebacks themselves may be regulated by the government and if not are standard practice to prevent fraud.

2) Square needs to upgrade its customer service division. The division is obviously not able to respond in a timely manner at this moment. The first thing they should do is change their policy to reflect that it's more likely to be 24-48 hours before a response. Their response was factual and ok for a big bank. However since Square promised to be different they should be aspiring to be like Charles Schwaub's credit card service where you can get someone on the phone at any hour and have them explain what's going on and why and what you can do about it. That's the kind of service that most people who use Square expect and should get. And specifically they should be available by telephone.