thread Re: Purchase of gift card in wrong amount - how to fix. in Payments Troubleshooting

Purchase of gift card in wrong amount - how to fix.

snowygrey — Sat, 13 Dec 2025 16:54:50 GMT

I am running a promotion - buy a $30 gift card for $25. I process the gift card for $25 and collect the payment. I then go back in and add $5 to the gift card using other payment type because there is no money collected.

My clerk today added $30 to the initial $25 creating a $55 gift instead of a $30 one. Customer has left with the plastic gift card.

How do I remove $25 from the gift card so that it is only worth $30.

Thanks for any help

Barb

Re: Purchase of gift card in wrong amount - how to fix.

MayaP — Mon, 15 Dec 2025 21:54:25 GMT

Hey @snowygrey, thanks for reaching out. This is definitely a tricky one!

Do you happen to know the customer you issued the gift card to? If so, you could clear the balance on the physical gift card from the Dashboard and then text or email them a new eGift card with the correct amount.

If you don’t know who the customer is, the only other option would be to leave a note at the register so that when they come in, you can clear the balance and issue the correct amount at that time.

I’ll also tag some sellers who may be able to share their experience or insights @Candlestore @TheRealChipA. Thanks again!

Re: Purchase of gift card in wrong amount - how to fix.

TheRealChipA — Mon, 15 Dec 2025 22:13:44 GMT

@snowygrey @MayaP I'll have to pass on this one. I've never used physical gift cards with Square -- only eGift cards.

Re: Purchase of gift card in wrong amount - how to fix.

snowygrey — Thu, 18 Dec 2025 14:43:20 GMT

Thanks so much for trying to help. I did send an email to square support about this before posting here and have heard absolutely nothing - wait not true - I did get a survey asking how the support people did. Needless to say, it was not a good review.

Re: Purchase of gift card in wrong amount - how to fix.

MayaP — Wed, 07 Jan 2026 23:18:53 GMT

Thanks for hanging in there @snowygrey. Were you able to resolve this?

Re: Purchase of gift card in wrong amount - how to fix.

snowygrey — Fri, 09 Jan 2026 17:19:07 GMT

Nope