eGift Cards Applied at Checkout for Appointments Improvement

[johnson_1320]

The title of this thread has been edited by a Square Moderator from the original: Feature Request: egift Cards applied at checkout for appointments online like items

I wanted to bring up an issue we’ve encountered during the online checkout process that is an issue for our business model. Currently, when customers checkout on our website, there are some limitations regarding how eGift cards can be applied for appointments/services.

(Gift Card - To use a gift card, it must cover the total due today.)

1. For item purchases (items in a cart): Customers who have an eGift card can apply it, and the card’s balance is correctly deducted from the total amount of their order, if it is lower than the total, which works as expected.

2. For square online appointments: However, when a customer is paying for an appointment, the system doesn’t allow the eGift card to subtract any total from the full amount if the balance on the card is lower than the total cost. 

This feels like a significant oversight in the checkout process and causes unnecessary confusion for our customers.

A gift card is essentially a form of value—it's a dollar amount intended to be used toward any purchase. It should be treated as such and be applicable to the total cost of any transaction, including appointments, regardless of the balance.

I hope the Square team can look into this and offer a solution where customers can apply their eGift cards to appointment payments as well.

Thank you for considering this improvement. I’m confident that this change would enhance the customer experience for many businesses.

I have submitted this a few times for over a year.

[Sammie_C]

Hi @johnson_1320, thank you for your post. Just as a heads up, I wanted to let you know that I went ahead and moved your post over to our Ideate Feature Request board, just to keep everything organized.

I definitely can see how this gift card difficulty could be frustrating and an improvement on this could benefit your business.

If you know of any other sellers who also feel this would make a positive impact on their business, feel free to let them know about your idea and have them comment on this post. The more traffic on an Ideate post, the higher the chances our product managers will see it.

[johnson_1320]

All sellers can benefit.

I don’t see why I need to talk to others. This should be a basic function of gift cards.

This is my issue. We are supposed to rely on views and a chance for product manager to see it. They should just be made aware of the process and say yes or no. Instead we don’t get an update. We just wait.

I understand if they don’t want to fix it but just clean it up and make a better product.

[Sammie_C]

I understand. I wish there was a way for me to simply change this function right this moment, but it is something that has to go through several levels of teams to be implemented. I can definitely send over your feedback to the corresponding teams, but we are unable to answer this with a simple "yes" or "no" at this time. The process we have in place is for sellers to post on Ideate with suggestions or concerns and if our product teams are able to make changes at that time, they will do so when and if they are able to. 

I do apologize if this has caused you any inconvenience and we genuinely do appreciate your feedback.

[johnson_1320]

Would you be able to find out if any conversation exists amongst the teams?

[Sammie_C]

Thank you for reaching back out, @johnson_1320.

I checked with our Appointments team and it notated that your issue is known to our Appointments team and is being discussed internally. Unfortunately, we do not have a timeline for when this may be implemented, but the correct teams are aware of the issue.

From your original post I submitted your feedback to our Operations teams, so hopefully that will help as well.

[johnson_1320]

Can you provide a new update? I am not sure why I bother with these requests. If I am unable to have this issue solved by my next season I may be forced to move away from square for reservations at my facility.

I have called and tried every angle but support really seems hopeless.

[Sammie_C]

I understand, @johnson_1320. Unfortunately there is no way for us to instantly implement all Ideate Feature Requests. The appropriate teams are aware of your request though. I appreciate you checking back in on this. If there end up being any new updates, I will definitely post back here promptly.

[johnson_1320]

Any communication would be helpful. I have talked to other businesses that struggle with this same feature. PLEASE FIND A FIX!

[TCSlaguna]

@johnson_1320 This is a great feature request. I honestly didn't even know that Appointments supported eGift cards until last week when I read it in another post. I agree, the integration of eGift cards with Appointments can be improved across the board. I'm hoping the team takes a closer look in the near future.