Can I prevent funds withdrawn from my bank account for selling gift cards?

[ecarr]

I just use square for gift cards online and physical. Every time I sell a gift card in store a few days later square withdrawals 2.5% of the gift cards value from my bank account. I have many charges of these a month and it’s time consuming to go through them all and balance everything. Is it possible to just have this amount withdrawn from my square balance instead of my bank account? 

[Sammie_C]

Hi @ecarr, thank you for reaching out. 

This is a great question. I checked with our gift cards team and they said that the charges are typically taken off the Square balance first. However, if there's not enough of a balance by the settlement time at the end of the day (such as when there were a lot of cash purchases), the fees are taken from the external bank instead.

I hope this helps a bit, and please don't hesitate to reach out if you have any other questions.

[ecarr]

@Sammie_C There’s $188 in my balance at the moment and it still withdraws from my bank account. Is there a minimum balance needed?

[Sammie_C]

Thank you for reaching back out, @ecarr. I went ahead and reached out to our Operations team to check on this. I will reach back out as soon as I hear from them.

[Sammie_C · Accepted solution]

Hi @ecarr, I just heard back from our Operations team and they let me know that this actually is an issue that they are actively working on. Unfortunately, I do not have an exact date on when this should be resolved, but they are in process of fixing it.

Once the fix is in place, then the gift card load fee should automatically be pulled from your balance.

If you still are seeing this issue in a month or so, please feel free to reach out and I can look into this again for you.

[ecarr]

Hi @Sammie_C, did some gift cards over the weekend and still is pulling from my bank account. 

 

[Sammie_C]

Thank you for checking back in on this, @ecarr. I just checked with our Operations team and they said this issue is still in process and a fix has not been implemented quite yet. They should have a fix for this by June. I appreciate your patience on this and please keep us posted on this.

[ecarr]

Hi @Sammie_C 

Just checking in on this. Unfortunately it’s still happening. 

 

[Sammie_C]

Hi @ecarr, thank you for reaching out again! I just checked with our Operations team and it looks like they said that this is still in process of being implemented, so unfortunately it does not look like a fix has been applied yet. 

I am sorry to keep having you check back in, but would there be anyway possible you could please check in at the beginning of July? This fix is to be implemented by the end of June specifically.

[ecarr]

@Sammie_C 

No problem, thanks for the update!

[ecarr]

@Sammie_C unfortunately it’s not fixed yet. Another charge happened yesterday. 

[Sammie_C]

I am sorry to hear that is has not been fixed yet, @ecarr. I really appreciate you continuing to check-in. I reached out to our Operations team again and they said they are currently looking into this further. As soon as I hear back from them, I will let you know.

In the meantime, if you notice that this has fixed itself or there are changes, please let me know!

[ecarr]

@Sammie_C Hi, just checking in on this issue? I wanted to let you know that the bank withdrawals are still happening. 

[Sammie_C]

Hi @ecarr, thank you again for continuing to check in on this!

I reached out to our Operations team and they said that this issue should be resolved. Are you still experiencing it?

[ecarr]

@Sammie_C Still experiencing it unfortunately. 

 

[Sammie_C]

I just checked back with our engineering teams on this, @ecarr. They said that they have re-opened the ticket on this to look into this further. We want to make sure we get this resolved for you as soon as possible.

As soon as I hear back, I will let you know!

[ecarr]

@Sammie_C  I wanted to let you know that it has finally been resolved! The recent gift card fees were taken out of my square balance. 
thanks for your assistance!

[Sammie_C]

Yay, @ecarr! I am happy to hear this has now been fixed!

I am sorry that it has taken so long for this to be finally resolved, but I really appreciate you continuing to check in on this through the months. So thank you!

Please feel free to tag me anytime on the Square Community, and I would be happy to help if ever have any other issues or concerns.

[MonicasAttic]

I'm glad you asked about this problem. I'm surprised it's taking so long to fix. My bank charges me per transaction so getting an automatic withdraw from my bank account every time a gift card is purchased with cash is making the square gift card program expensive (not to mention the service charge and the cost of the cards).