Public Holiday Surcharge for Online Orders

[takeawaysushi]

Dear Square Team,

I hope this message finds you well. I am writing to urgently request the implementation of a crucial feature within Square's platform: the ability to apply surcharges to online orders, particularly during public holidays.

As a valued user of Square, we appreciate the convenience and efficiency that your platform brings to our business operations. However, we are encountering a significant challenge in maintaining consistency between our in-store and online pricing structures. Currently, we have the capability to apply surcharges to in-store purchases during peak periods, such as public holidays. However, the absence of this functionality for online orders is causing considerable discrepancies and frustration for both our team and our customers.

It is disheartening to note that despite this issue being brought to your attention previously, the necessary feature has not been implemented. Consistency in pricing across all sales channels is paramount for customer satisfaction and operational integrity. Without the ability to apply surcharges online, we are faced with a situation where our online pricing does not reflect the true cost of service during peak periods, leading to potential customer dissatisfaction and operational inefficiencies.

Moreover, I want to emphasize that this functionality is not just a matter of convenience but is critical to our business survival and financial sustainability. As a small business, every sale counts, especially during peak seasons. Without the ability to accurately reflect our costs online, we are at risk of losing revenue and compromising our ability to remain operational in the long term. This not only affects our business but also directly impacts Square and your parent Block Inc. Without this feature, Square and Block Inc loses the potential for higher transaction fees, revenue, gross profit growth, and an improved adjusted operating income margin.

We urge you to prioritize the development and integration of the online surcharge functionality into the Square platform as soon as possible. This feature is not only important for our business but also for the countless other businesses relying on Square to streamline their operations.

Your prompt attention to this matter would be greatly appreciated. Please do not hesitate to reach out if further clarification or assistance is required. We look forward to a swift resolution to this issue.

Thank you for your understanding and cooperation.

[korek]

Totally agree. This is a fundamental and crucial issue SQ will need to address ASAP.

[boxfactory]

I also agree.  This is another blow for Square for restaurants.  After losing money all Easter with our online orders going out the door with no extra public holiday surcharge attached, I decided to switch to Bopple.  Their monthly fee is far less than the money lost by not being able to on charge any surcharges, it integrates smoothly with Square and is super easy to navigate.  @takeawaysushi and @korek I highly recommend this as a solution because I imagine it will take years for Square to implement.

[Laurie_]

Hi @takeawaysushi @korek and @boxfactory,

Firstly, thank you for your patience as we addressed your comments in this thread. I hear your concerns and understand where you are coming from, and I want to reassure you that I've forwarded your feedback to the relevant teams today. At the same time, I want to be transparent about the current status and limitations we face with implementing online surcharges, hopefully shedding some further insight into this topic.

The reason for the inability to apply online surcharges to Square Online orders in Australia is largely due to the regulatory landscape and the complexities surrounding online payment processing.

In Australia, there are strict regulations and guidelines set by card schemes and regulatory bodies like the Reserve Bank of Australia (RBA) that govern the application of surcharges on card payments. These regulations aim to protect consumers from excessive surcharges and ensure transparency in pricing.

When it comes to in-person transactions, merchants can easily apply surcharges at the point of sale using Square's hardware. However, implementing the same functionality for online transactions involves more complexities.

For online transactions, the surcharge needs to be applied before the transaction is processed, which requires changes to the checkout flow and potentially the integration with payment gateways. It also involves displaying the surcharge transparently to the customer before they finalise their purchase, which adds another layer of complexity to the online checkout process.

While we understand the value and demand for this feature, introducing it for online orders requires navigating these regulatory and technical challenges, making it more difficult to implement compared to in-person surcharges.

This is not to say that this feature isn't currently on our radar for future versions of Square Online. However, right now I don't have a timeline I'm able to share with you regarding its implementation. As I mentioned earlier, I've reached out to my team today for an update on the status. Once I hear back from them, I'll be sure to update this thread with any news I can share.

[Laurie_]

Hi again @takeawaysushi @korek and @boxfactory,

I'm reaching out again after receiving an update from my team.

I can confirm that the ability to introduce surcharges to Square Online is on our product development roadmap, with implementation work expected to begin within the year. I'd expect further updates on our progress will follow at the end of the year or early into 2025.

I understand that this doesn't address your immediate concerns, but I want to assure you that it's still a priority for us, and our teams are working diligently to bring this feature to our Australian market.

As always, if there's anything else I can assist you with in the meantime, please don't hesitate to reach out!