SQUARE TERMINAL and GIFT CERTIFICATES

[AmandaSnow]

Upon checking out at the Square Terminal, if a client has a gift certificate balance associated with their account, (WHICH I CANNOT SEE SAID BALANCE) I cannot split the payment method to use up any remaining balance unless the client knows EXACTLY what is remaining. 

Issue #2- Client does have GC, but in order to split payment, I now have to MANUALLY enter their CC because the Terminal option disappears so now I get charged extra fees?!?!

Why is this an issue? Why must I lose valuable time trying to figure this out and look like an idiot in front of a customer?

[MayaP]

Hello @AmandaSnow thanks for reaching out, I am sorry you had this experience in front of your customer. I understand how frustrating that is and happy to assist. You are able to check the gift card balance from the checkout. If you click on gift cards under the library and when you select it shows the check balance. Would you be able to check the balance of the gift card and then proceed to check it out and split the payment? Can you provide a little more insight into what you mean by the terminal option disappearing, if you could provide a video of what is going on that would be amazing? I appreciate you working with us on this to get this figured out! 

[AmandaSnow]

How do I upload the video Maya?

The example I used is a regular client of mine that has one gift card with $10 left on it. The system is showing three gift cards and when I looked into those pan numbers, they are gift certificates she purchased for other people but they're showing up on her account.  So during the checkout process I have no clue what is on these gift cards and now I have no clue that they even belong to this person. I tried to create a link to the video and hope this works.

https://photos.app.goo.gl/veQA3XTqWs2RoD2h8

[MayaP]

Thanks for providing that video @AmandaSnow, I am sorry I should have clarified your setup, you are using the Virtual Terminal and In-person payments? Then you are correct using the Virtual Terminal there isn't a way to check the balance of the gift. It is an extra step but since you are using the dashboard could you check its balance in the gift card section, and then proceed to check out in the Virtual Terminal? I know that is not ideal at all. 

I would reach out to Customer Support at 1-855-700-6000 squ.re/contactsqsupport so we can investigate why the terminal option disappears after you put in the payment. I don't see this has been reported and I am not able to file tickets through this forum, but our direct support is happy to investigate this. Please reach back out if you need any additional support from me, I do want to make sure your concerns get addressed. 

[AmandaSnow]

I appreciate your response Maya and you trying to help me through this. It's been super frustrating and being a solo practitioner working with appointments, every minute I have needs to be utilized carefully and unfortunately using all of these steps just takes more time. I just had another situation today where a husband and wife wanted to use the remaining gift card which was fine and I was able to do that and then I told him that they can't use the terminal to check out so I had to type in manually. And they were okay with that but then the option to tip is no longer there. These problems just keep building up and I was looking forward to using the terminal hoping it would make things easier for me and now it seems that I've just wasted money and have made things more difficult.

[MayaP]

Oh man @AmandaSnow I do understand your time is very valuable. I would encourage you to submit a feature request for looking up the gift card balance in the Virtual Terminal, our team would love to get your feedback on our Ideate Board, our new process of submitting and tracking feature requests. 

As for these other inquiries, the tip and connecting to the terminal at checkout disappearing, if you have tried all troubleshooting it will be best to reach out to the Customer and have them file a ticket. Since these issues have not been reported our team will need to be notified. Unfortunately, we can not file tickets through The Seller Community. I do understand this is frustrating but this is will be the best way to address these concerns. You can reach Customer Support at 1-855-700-6000 squ.re/contactsqsupport. 

Please reach out if you need anything else!