Unable to Locate eGift Card in Square Appointments Despite Transaction Showing

[mitin]

Hello Community,

I’m hoping someone here can help or confirm whether I’m missing a step.

I use Square Appointments, and a customer recently purchased an eGift card and wanted to redeem it for an appointment. The issue is that the customer doesn’t have the eGift card number anymore.

I can see the transaction for the eGift card purchase in my Square dashboard, so I know it exists. However, I’m unable to pull up the actual eGift card itself or apply it to the appointment.

According to this Square Help article, it states that the eGift card and customer email should be accessible during the transaction process:

https://squareup.com/help/us/en/article/8404-accept-gift-cards

That said, I do not see any option like “eGift card on file” or anything similar in Square Appointments or during checkout.

I’ve already tried reaching out to Square Support, but unfortunately, I wasn’t able to get a clear or helpful answer.

[Summer2024]

Hi, @mitin ! 

I have an escalation in to our Appointments team so that they can give me the best guidance here. I want to make sure you get a completely accurate answer due to an already confusing experience with Support already.

I'll be back when I have a response from them! 

[mitin]

Thank you @Summer2024 I appreciate the escalation. 

On a separate topic, I am really hoping that we can see some major improvements on Square Appointments.  
I am not sure if any of the feedback or pain points are even being considered by Square to be honest.  I am not sure who is our voice to the product development team, but it feels like we're not being heard. 

[Summer2024]

Appointments has definitely been a pain point when it comes to the feedback we receive in the Community. 😫 I'm not sure what the answer is either. It's a good conversation to be had though. 

[mitin]

Thank you for understanding, who can we have this conversation with.  Sorry to sound so negative, but the general response from square is not to care and just respond with  "Oh well no we don't do that, its a feature request".  Who can we raise these challenges with at square? 
I apologize i know I have randomly tagged yourself and other moderators with the assumption that you all could, that was my intent and nothing else. 
But just trying to navigate and use square appointments with its loads of limitations becomes very frustrating and challenging. 

[Summer2024]

Oh no, you are totally fine!!! I just know sometimes it is hard to know what all the different roles are here in the community when it comes to Square employees. I wear many hats, but unfortunately they don't let me touch any of the code yet (or probably ever😜) If I could fix every thing for every seller, I would, and I mean that. 

I also know it seems like Square Appointments doesn't get the attention it deserves, as I have heard that before several times. But feature requests do matter and are super important to the development of the roadmap. It just takes time.

[Summer2024]

@mitin - when you go through the checkout process in appointments - do you follow this workflow? and then do you not see the giftcard under the customer? 

[TCSlaguna]

@mitin  When you say you can see the transaction for the eGift card purchase in my Square dashboard. Do you mean in Reports -> Sales -> Gift cards ? 

I believe without the entire gift card number, you cannot assign it to someone or alter the value. (Someone correct me if I'm wrong). I think this is to prevent stealing (that's my only thought), but it can make things difficult for the business. 

I do think you can re-email them the egift card if they haven't started using it: 

From ChatGPT: 

Via Square Dashboard (Web)

1. Go to your Square Dashboard.

2. In the left-hand menu, click Gift Cards → Overview.

3. Find the eGift Card you want to resend. You can search by recipient email, order number, or purchaser name.

4. Click on the card to open its details.

5. Look for the Resend or Send eGift Card button.

6. Confirm the recipient’s email and resend.

---

Via Square Point of Sale App

1. Open the Square Point of Sale app.

2. Tap Gift Cards.

3. Tap Manage eGift Cards.

4. Search for the specific eGift Card.

5. Tap Resend and confirm the email.

---

Notes:

• The eGift Card can only be resent to the original email address used at purchase.

• If the recipient never received it, check spam/junk folders.

• You cannot change the recipient’s email after purchase. If that’s needed, you’d need to cancel and issue a new card.

I'm not sure if I answered all your questions. Please let me know. 

[Doran]

I have this problem at least once a month.  My quickest solution is to RE-EMAIL the e-gift card like @TCSlaguna mentions.  I do it while they are in front of me or I have them on the phone so we can locate the number quickly, and I can assign it to their profile or redeem it right then.  

The problem is when one person purchases the gift card, and they email it to themselves then gift it to another person.  The person redeeming it may not always have the card, and they assume I can just look it up on the purchaser's account.  It doesn't work that way.  

[Summer2024]

@mitin - I can also reach out to the Gift Cards team to see if they can locate the customer's gift card number and link it manually to the customer's profile. Let me know if you need me to try that.