eGift cards "on file"

[pfs-rwc]

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.

[ryanwanner · Accepted solution]

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 !!

[theupkeepgames]

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.

[nika]

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

[pfs-rwc]

This image cropped from the gift card email.

[bethmassage78]

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...

[nika]

@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!

[bethmassage78]

In update yet?

[ashc]

No updates to give at this time @bethmassage78.

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

[bethmassage78]

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....

[nika]

@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.

[SMW]

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.

[Valentina]

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!

[the_pointe]

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

[the_pointe]

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

[Hairazor]

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.

[Hairazor]

I have used this option of card on file, but then I’m charged as “card on file” which is a higher fee. Especially at this time of COVID and economic fear, this seems like it’s inaccurate. Have you changed this? 

[spiritedlife002]

The automatic linking did not happen for me while testing out the gift card. I send myself an ecard, activated it, sent an invoice and had to enter the ecard in manually to redeem it. I also do not see it in my file in square.  

[JJ_]

Hello @spiritedlife002

Firstly, welcome to the Seller Community, and sorry to hear that you're here because you've run into trouble. We recommend checking to make sure that both your app and your mobile device itself are up-to-date. If everything looks good there, you'll want to reach out.

If you haven't already, your best bet is to get in touch with us directly, so that a member of our phone support team can investigate this with you. When you have a moment, please reach out directly by logging into your Square account and heading here.

[MassageOnly]

Wouldn't it be great if square would just let the retailer/service provider search the gift card by the recipient's name? So simple right? Why isn't that an option?

[SMW]

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