Can I cancel and replace a lost gift card?

[Storkandbundle]

I have a client that lost a gift card. I was able to search the transactions and get the last 4 numbers on the card. Is it possible to zero out this one and reissue another?

[VanKalkerFarms]

If you're sure you have the correct gift card and last 4 numbers you can do a search in your transaction history here https://squareup.com/dashboard/sales/transactions.  this will show transactions that match (which may include other credit cards that end in same last 4 so choose the one that looks like a card wrapped in a bow).   now you can click on the gift card in the receipt that popped up after choosing the transaction.  this will bring up a detail of the gift card, including past transactions and load it, and there will be a clear balance option too.  write down the amount and then clear the balance.  now you can ring up a new gift card and use a 100% discount to load it without payment taking place.  I'm not sure if this will mess up accounting as I don't know what Square does with the balance on a cleared gift card. 

 @katieand do you know if a cleared balance gets subtracted from the original sale of the gift card or does it stay as that amount was already collected and you are just deleting their balance?

[Tom]

Hey @VanKalkerFarms, I'm stepping in for @katieand today.

When you clear a balance from a gift card, it is not subtracted from the original sale of the card. You'll need to process a separate transaction to reload the card. For more information, have a look at this section of our Support Center: Important Tips for Loading and Selling Your Gift Cards.

Hope this helps make things more clear. Please let us know if you have any other questions or concerns.

[Chris10]

If a card is lost (and I have a receipt from prior purchase with the gift card), or if the physical card mag-stripe fails, I'd like to be able to issue a new card.

How can this be done? Transfer balance to the new card? In scenario 2 I at least have the card # so I can enter it manually and purchase a new gift card with the old gift card, but in scenario 1 I can only see a list of the old transactions with the gift card through the web interface, but can't see the full gift card # or transfer the balance.

[ashc]

Hey @Chris10!

I merged your post to a relevant thread where another seller had the same question about what to do if a customer misplaces a gift card.

Check out @VanKalkerFarms post above and @Tom's post for more details!

[cwilliams112]

How do you clear a gift card that has been purchased but never used? I have the transaction from the gift card purchase, so I can refund the original tender, but can’t figure out how to clear the balance from the original purchase transaction.

[JJ_]

If you click on the gift card numbers in the transaction it should bring up the Gift Card actions and from there you will be able to clear the balance on the card. 

Please let me know if you have trouble finding this @cwilliams112

[cwilliams112]

Gotcha, I figured it out.

It’s worth noting for others struggling with that that you cannot do it in the app, which is a little frustrating. You can ONLY do it from a web browser.