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Dans le cadre d’une transaction, un client peut toujours contester la validité de son achat. Les titulaires de carte peuvent entamer une procédure de litige de paiement, ou rétrofacturation, en demandant à leur banque d’annuler la transaction.", "dateModified": "2024-12-03 09:00:51 -0800" } </script> <link rel="canonical" href="/help/fr/fr/article/3882-payment-disputes-walkthrough" /> <link href="/help/es/ca/article/3882-payment-disputes-walkthrough" hreflang="ca-es" rel="alternate" /><link href="/help/au/en/article/3882-payment-disputes-walkthrough" hreflang="en-au" rel="alternate" /><link href="/help/ca/en/article/3882-payment-disputes-walkthrough" hreflang="en-ca" rel="alternate" /><link href="/help/gb/en/article/3882-payment-disputes-walkthrough" hreflang="en-gb" rel="alternate" /><link href="/help/ie/en/article/3882-payment-disputes-walkthrough" hreflang="en-ie" rel="alternate" /><link href="/help/us/en/article/3882-payment-disputes-walkthrough" hreflang="en-us" rel="alternate" /><link href="/help/us/en/article/3882-payment-disputes-walkthrough" hreflang="en" rel="alternate" /><link href="/help/us/en/article/3882-payment-disputes-walkthrough" hreflang="x-default" rel="alternate" /><link href="/help/es/es/article/3882-payment-disputes-walkthrough" hreflang="es" rel="alternate" /><link href="/help/us/es/article/3882-payment-disputes-walkthrough" hreflang="es" rel="alternate" /><link href="/help/fr/fr/article/3882-payment-disputes-walkthrough" hreflang="fr" rel="alternate" /><link href="/help/ca/fr/article/3882-payment-disputes-walkthrough" hreflang="fr-ca" rel="alternate" /><link href="/help/jp/ja/article/3882-payment-disputes-walkthrough" hreflang="ja" rel="alternate" /><title>Procédure concernant les litiges de paiement | Centre d’assistance Square - FR</title></head><body class="article"><div id="root"></div><script async="" src="https://xms-production-f.squarecdn.com/optimizelyjs/8447815042.js"></script><script src="https://supportcenter-production-f.squarecdn.com/help/assets/application-bd29eb3943e37e4eff5d8843f76b593de62f55d0ecfb385f30821322f4fc374e.js"></script><script src="https://supportcenter-production-f.squarecdn.com/help/assets/youtube_iframe_player-e7404a98d77d99cd56f0d33e322a4cea9069af79a6dd18e12102b463fa39cb09.js"></script><script src="https://supportcenter-production-f.squarecdn.com/help/assets/ada.embed2-4446aacf9149c6f003980bd69240d5dc5318df36545cdd2058b2f3bf83c03c26.js" id="__ada" data-lazy="true"></script><script src="https://supportcenter-production-f.squarecdn.com/help/assets/ada_history_manager-374ada571e5eb1e2ac19b135e81fd8aae378a237660aa3df1bfaa4091db4886a.js"></script><script src="https://supportcenter-production-f.squarecdn.com/help/assets/ada_requester-a3819dd8c5a4b5e3865ac434bf9896501c15d94418258580aaf6f2fa74e04c3e.js"></script><script>setupAdaBot('{"bot_slug":"sq-france","greeting":"","language":"fr","personalization_data":{"accepts_payment_cards":false,"has_square_online_store":false,"host_url":"squareup.com","is_activated":false,"is_ato_confirmed":false,"is_ato_frozen":false,"is_restaurant_merchant":false,"is_retail_merchant":false,"is_user_deactivated":false,"is_user_frozen":false,"is_user_logged_in":false,"merchant_has_multiple_units":false,"merchant_uses_appointments":false,"merchant_uses_payroll":false,"redirected_from_ivr":false,"redirected_from_sms_off_hours":false,"sq_anonymous_token":"4083b540-479b-42f9-90a9-91efddde8ec5","sq_unit_token":"","sq_merchant_token":"","sq_person_token":"","sq_employment_token":"","user_first_name":"","uses_product_with_phone_support":false,"top_bar_content":"Contact","is_priority":false,"is_high_gpv_merchant":false,"tenure":"","annualized_gpv_usd":"","high_level_segment":"","high_level_sub_segment":"","status":"","has_open_disputes":"","products":[]}}');</script><script src="https://supportcenter-production-f.squarecdn.com/help/assets/helpshift_requester-e01e550d75bc100bb6e66242b7d5d7d1961f17dc8f5b2678622c4253698fe85c.js"></script><script>const contactPathLocalized = '/help/fr/fr/contact?panel=FAB456B04971'; 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Dans le cadre d’une transaction, un client peut toujours contester la validité de son achat. Les titulaires de carte peuvent entamer une procédure de litige de paiement, ou <a href="https://squareup.com/gb/en/townsquare/what-is-a-chargeback-what-makes-it-happen">rétrofacturation</a>, en demandant à leur banque d’annuler la transaction.</p> <p>Lorsque cela se produit, nous bloquons les fonds qui font l’objet du litige sur votre compte Square jusqu’à la résolution du litige. Nous procédons à ce blocage dès que la banque du client nous prélève les fonds, afin de couvrir le montant prélevé. La résolution du litige peut prendre jusqu’à 90 jours, et le blocage des fonds contestés reste en vigueur pendant toute la durée du litige. S’il n’y a pas assez de fonds disponibles sur votre compte Square, nous devrons débiter votre compte bancaire associé pour couvrir le montant faisant l’objet du litige.</p> <p>Square ne peut pas déterminer qui aura gain de cause dans un litige. En effet, cette décision appartient à la banque émettrice de la carte bancaire de votre client (par ex., Visa ou MasterCard). Mais notre équipe de résolution des litiges peut vous aider à défendre votre cause auprès de la banque de votre client. Voici comment la procédure fonctionne.</p> <h2 id="622bda8762b4405c735d4de28cddfdbb">Étape 1 : Nous vous informons de l’existence d’un litige.</h2> <p>Lorsque votre client engage une procédure de litige, sa banque nous contacte pour obtenir plus d’informations au sujet de la transaction. Nous vous transmettons alors la demande reçue. La banque demande des pièces justificatives concernant la transaction, comme des reçus, des factures, des e-mails, une preuve de livraison ou des photos. Plus vous fournissez de preuves, plus vous avez de chances de gagner le litige.</p> <p>Vous trouverez les informations concernant un litige en cours sur votre <a href="https://app.squareup.com/dashboard/sales/disputes">Tableau de bord des litiges</a> et dans la section Rapports de votre <a href="https://apps.apple.com/app/square-point-of-sale-pos/id335393788">Application Solution PDV Square</a>. Nous affichons les informations que la banque de votre client nous envoie sur le litige dans le Tableau de bord. Vous y trouverez :</p> <ul> <li><p>Une description détaillée de la raison pour laquelle le client a entamé une procédure de litige.</p></li> <li><p>Les informations dont la banque a besoin pour prendre une décision dans le cadre de ce dossier.</p></li> <li><p>Des nouvelles sur l’avancement de la procédure de litige, qui sont ajoutées dès que la banque nous les communique. Le statut comprend tous les documents que vous avez téléchargés jusqu’à présent ainsi que la prochaine étape de la résolution du litige.</p></li> <li><p>L’échéance avant laquelle vous devez nous faire parvenir les informations demandées.</p></li> </ul> <h2 id="7d2a39a9ae05b843ca6ec26d4873c74f">Étape 2 : Vous nous faites parvenir vos pièces justificatives et faits à l’appui.</h2> <p>Square s’occupe d’envoyer vos pièces justificatives à la banque de votre client. Mais votre participation est cruciale. Pour que nous puissions les transmettre à la banque, vous devez réunir l’ensemble des informations demandées et nous les envoyer.</p> <h3>Accéder à votre Formulaire de demande d’informations</h3> <p>Pour nous envoyer vos pièces justificatives, utilisez le Formulaire de demande d’informations que nous vous avons envoyé dans le premier e-mail de notification du litige. Vous pouvez également le trouver sur votre tableau de bord des litiges ou dans la section Rapports de votre <a href="https://apps.apple.com/app/square-point-of-sale-pos/id335393788">Application Solution PDV Square</a>. Il est également important de noter que la banque nous accorde peu de temps pour lui transmettre vos informations. Si vous ne pouvez pas nous faire parvenir vos informations dans les délais prescrits, nous devons contester la réclamation sur la base des informations que nous possédons déjà au sujet de la transaction faisant l’objet du litige. Consultez votre <a href="https://app.squareup.com/dashboard/sales/disputes">Tableau de bord des litiges</a> en ligne ou l’application Solution PDV Square pour connaître la date limite pour nous faire parvenir vos informations.</p> <p>Ouvrez votre Formulaire de demande d’informations. Relisez les détails du litige décrits sur le formulaire et examinez attentivement les déclarations de votre client. Vérifiez le motif de la contestation et le montant contesté. Ces éléments vous permettront d’identifier la transaction faisant l’objet du litige et les pièces justificatives que vous devez nous envoyer. Il existe alors deux manières de procéder :</p> <h3>Rembourser les fonds</h3> <p>Si vous ne voulez pas contester le litige, vous avez la possibilité de restituer les fonds de la transaction à votre client. Pour ce faire, répondez <b>« Non »</b> à la première question du formulaire, qui vous demande si vous souhaitez contester le litige. Faites-nous parvenir le formulaire, et nous informerons la banque que vous souhaitez rembourser le client.</p> <h3>Contester le litige</h3> <p>Si vous voulez contester le litige, répondez <b>« Oui »</b> à la première question du formulaire, puis poursuivez en répondant aux autres questions. Réunissez toutes les pièces justificatives demandées et joignez-les au formulaire avant de le soumettre. Nous reviendrons vers vous si nous pensons que la banque est susceptible de demander d’autres informations.</p> <p>La documentation que vous fournissez doit nous aider à réfuter les déclarations du client. Par exemple, un reçu signé ne constitue pas, à lui seul, une preuve suffisante pour contester un litige où le client déclare ne pas avoir reçu les produits. Sa banque exigera également une preuve de livraison.</p> <h2 id="a3625fc092f8d4dd5d29ec58e8e5f927">Étape 3 : Vous attendez que la banque règle le litige.</h2> <p>Dès que vous nous aurez envoyé les informations sur votre transaction, nous les ferons parvenir à la banque de votre client. C’est à elle qu’il revient de résoudre le litige, et il peut s’écouler jusqu’à 90 jours avant qu’elle nous informe de sa décision. Nous vous communiquerons la décision par e-mail dès qu’elle nous aura été transmise. Dans votre Tableau de bord des litiges ou sur votre appareil mobile, vous pouvez également consulter le statut du litige, tous les documents que vous avez téléchargés et les prochaines étapes de la résolution du litige. <b>Remarque</b> : le suivi des litiges n’est pour l’instant disponible que sur les appareils iOS.</p> <p>Si la banque règle le litige en faveur de votre client, celui-ci obtiendra le remboursement du montant contesté. Malheureusement, lorsque la banque prend une telle décision, celle-ci est définitive, et nous ne pourrons pas vous aider davantage.</p> <p>Si le litige est réglé en votre faveur, nous débloquerons les fonds, et vous pourrez les transférer sur votre compte bancaire.</p><section class="feedback-container gap-bottom-base-at-extra-small gap-bottom-medium-at-medium"><div class="tile feedback-variation gap-top-medium-at-small"><form id="feedback-form" class="feedback-form" data-feedback-form="true" action="#" accept-charset="UTF-8" method="post"><input type="hidden" name="authenticity_token" value="9pVeczlyM34J0W8EvkdoAl2QJsgJze4-sANh_Sniky7UEdDwBi8eXQIbDXVhrttXYi6vBZfynmpv2sP-4Ivufw" autocomplete="off" /><div class="feedback-prompt pad-small active"><div class="grid-1-at-extra-small grid-auto-at-small grid-row-space-line"><div class="column feedback-instructions flex-grow"><div class="h6">Cet article vous a-t-il aidé ?</div></div><div class="column"><div class="response-buttons grid-flex 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