thread Re: The option to redeem gift card is not coming up at my POS, help! Trying to redeem an e-giftcard in Archived Discussions (Read Only)

eGift cards "on file"

pfs-rwc — Sat, 21 Sep 2019 17:56:08 GMT

I just want to make sure I understand clearly what happens when I sell an eGift card at the POS.

The eGift card gets emailed to the designated recipient.
The eGift card does *not* get automatically linked to any customer record.
The only way to link the eGift card to a specific customer is to manually link it to their customer record by storing it as a "card on file," a process which requires that I enter the unique 16-digit eGift card #.
But neither the Square for Retail app nor the dashboard allow me to view that 16-digit eGift card #, even if I dig up the card purchase transaction record.
I have to ask the eGift card recipient/customer to call up the email and relay that 16-digit # to me.
Or, I can do a "resend" of the gift card from the dashboard to myself. And then pull that 16-digit # from that email and manually link it to a customer record as a "card on file".
If I do this second option, then when I look at that specific card in the Gift Cards section of the Dashboard, the "recipient" is now populated with my own email, and not the real/original/intended recipient.
And if I do this second option, there's no way to track who the real/original/intended recipient of the card is unless I keep a note of it somewhere else.
Unless I resend the eGift card a second time, back to the real/original/intended recipient, in which case that "Recipient" field is repopulated once again with the email of that real/original/intended recipient.

Do I have this right? Does this seem a little wonky to anyone else? Thank you.

Re: eGift cards "on file"

ryanwanner — Sat, 21 Sep 2019 21:36:06 GMT

You’re close, but you missed a step that will cause the process to be made a LOT easier for you.

The recipient of the eGift card has to “claim” the card via the email they receive. As soon as they do, the eGift card is automatically linked to their name in the system.

On cash out, the recipient will give you their name. Attach them as a customer to the sale, then when you go to cash out tap the “Card on File” option. Their eGift card will be listed.

So yes, you’re correct that the card is not automatically linked to a recipient. Only once they accept the gift will it be tied to their name.

Hope this helps @pfs-rwc !!

Re: eGift cards "on file"

theupkeepgames — Fri, 15 Nov 2019 00:38:25 GMT

We are having the same issue. It doesn't appear our customers are being required to activate their cards and link it to their customer account. Instead, they are being sent a gift card number.

Re: eGift cards "on file"

nika — Tue, 19 Nov 2019 16:42:37 GMT

@theupkeepgames Do you happen to have a screenshot of what your customers are seeing when they receive the email?

Re: eGift cards "on file"

pfs-rwc — Tue, 19 Nov 2019 17:23:29 GMT

This image cropped from the gift card email.

Re: eGift cards "on file"

bethmassage78 — Thu, 21 Nov 2019 19:52:35 GMT

I also am having issues similar to those above. I have added the egift card onto my clients file. When I checkout and select card on file, its says there is no card on file. When I go into the clients file it shows she has a egift card on file. I'm really hoping this can be resolved before cyber Monday... great chance to highlight egift cards...

Re: eGift cards "on file"

nika — Thu, 21 Nov 2019 20:23:19 GMT

@bethmassage78 Thanks for sharing those images. I'm working with one of our gift card specialists to figure out where the disconnect might be. I'll report back once I have some more info!

Re: eGift cards "on file"

bethmassage78 — Tue, 26 Nov 2019 14:20:42 GMT

In update yet?

Re: eGift cards "on file"

ashc — Tue, 26 Nov 2019 14:36:15 GMT

No updates to give at this time @bethmassage78.

If there ever is one- we'll be sure to update the thread!

Re: eGift cards "on file"

bethmassage78 — Sun, 15 Dec 2019 19:51:53 GMT

Well..... as long as it is taking to resolve this issue, I have given up hope of the egift card idea, and have turned off that option with my business.... such a shame since it is peak Gift Certificate season....

Re: eGift cards "on file"

nika — Tue, 17 Dec 2019 15:17:56 GMT

@bethmassage78 I'm so sorry I never got back around to this thread. I'm not sure why it got past me.

Here's what I found out: The normal eGift card sending behavior is to send the eGift card recipient an email with the gift card number. If the recipient wants, they can click the link in the email and link the card to a phone number themselves.

What could be happening is that the recipient could either A) already have a profile that exists in your Directory under just their name- or B) the recipient is listed under their phone number or email only instead of their name since that's the information they're entering into the system.

In order to be able to tell for sure what is happening, you can contact our team so they can investigate more in depth.

Again, I'm so sorry this post got by me.

Re: eGift cards "on file"

SMW — Thu, 19 Mar 2020 19:59:10 GMT

I purchased an egift card for $1 and sent it to myself. I have myself as a customer on file as well. Where is it that I can link this card to my name? I dont see that option anywhere. Please help as I am attempting to raise some income via egift cards due to COVID.

Re: Introducing Square eGift Cards

SMW — Thu, 19 Mar 2020 20:04:11 GMT

How can The recipient link the eGift Card to their customer profile in my Directory??

Re: eGift cards "on file"

Valentina — Sat, 21 Mar 2020 01:58:35 GMT

Hi there, @SMW 👋 I explained how to link an eGift Card to a phone number to another seller in this thread earlier today. I also provided them with an article including an overview video, as it provides a visual representation of what this would look like in your email.

You may also want to also take a peek at how @ryanwanner explained this process in their Best Answer here in this thread. Please let us know if you're still having trouble so we can give you a hand here!

Re: eGift cards "on file"

the_pointe — Thu, 26 Mar 2020 01:59:28 GMT

There are NO interactive buttons on e-gift card receipts

There is NO option under the customer's account to add a gift card

e-Gift card set up keeps crashing when I try to set it up from my dashboard

you are incorrect

Re: eGift cards "on file"

the_pointe — Thu, 26 Mar 2020 02:37:40 GMT

the only way i found to link an e-gift card to a file was only done online:

1) the recipient of the card must have a customer file set up with email and phone number

2) when purchasing the card use the same email as in the customer file

3) if purchasing the card for yourself, name yourself as the recipient

that works but it wouldn't work from my pos

Re: The option to redeem gift card is not coming up at my POS, help! Trying to redeem an e-giftcard

ODBSG — Wed, 15 Apr 2020 17:33:55 GMT

For my square register, when I recently tried to sell an e-gift card through the register dialog, it worked fine, sold the $20 e-gift card. However.. when the person came in to charge against it, giving me the e-mail address used when it was purchased I was unable to look it up as it was not saved in 'cards on file'.

Now I'm pretty sure this worked just fine when folks purchased an e-gift card via the URL link dialog on my website, that purchase got into cards on file, but WHY is it NOT linked to cards on file when done through the Square Register? Am I missing something? This pretty much negates the sale as folks never bring in a print out with a long random number to enter every time they want to buy a candy bar. Help!?!?!

Thanks!

Re: The option to redeem gift card is not coming up at my POS, help! Trying to redeem an e-giftcard

JustinC — Fri, 17 Apr 2020 13:57:09 GMT

@ODBSG - when an egift card is sold through the Square Register, the recipient still has to "claim" it through the email they receive (as @ryanwanner pointed out). In the email, they'll see an option to add themselves to your customer directory. Next time they make a purchase, you'll see their egift card saved as a card on file.

I hope this makes sense. If you need more guidance, contact our Support Center so they can give you a hand. squ.re/contact

Re: The option to redeem gift card is not coming up at my POS, help! Trying to redeem an e-giftcard

DaoDeJing — Sat, 09 May 2020 14:00:48 GMT

Unfortunately, few gift card recipients think it wise to create an entry for themselves in the directory of a business they may have never visited before. That option seems like something nearly all card recipients would avoid.

What happens if the recipient email address is already associated with a customer in our directory? Would that egift code be associated with that customer automatically?

Also, it doesn't appear that egift code emails are providing any sort of interactivity for the recipient to accept the code like you say. All they're receiving is a flat email message containing a code and my business contact info.

Re: eGift cards "on file"

Hairazor — Wed, 27 May 2020 02:21:01 GMT

When I ring up a client and use their “card on file” e gift card it charges me 3% of the transaction and it warns you of that. The fee was already paid once so I don’t know why I’m being double charged. If this is the case, I won’t be selling these again. The number is a pain to track down otherwise and honestly, it’s unprofessional. I don’t know exactly how this can be avoided.