access full egift card codes (see all the characters, not just last 4)

[250986]

Square's own community moderators say this is possible...two of many examples:

1. https://community.squareup.com/t5/Using-Square/How-to-Find-Customer-Gift-Card-Details/m-p/807451

2. screenshot below

Square "support" chat rep says it's not possible at all in any way. So which Square staff do we believe? And what are the deciding factors exactly? 

More importantly, what egift card service are y'all using instead of Square that allows access to all gift card's full codes?

[TheRealChipA]

Hi there @250986. So, I have good news, bad news and news that should make the bad news into not-so-bad news.  LOL.  Here goes.

The Good News: There are new eGift Card download options, accessible from our web dashboard > Reports > Sales > Gift Cards.  If you click on the download button in the top-right corner, you'll see the "Gift Card Numbers CSV."  It contains the full gift card numbers, along with other information.

The Bad News: For some reason, this CSV has a bug and instead of initiating a download, it opens a new browser window with the CSV contents.  So I'm going to tag the Square Moderators here so they can alert the product team that this needs to be fixed.

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

The somewhat better news:  There is a work-around, for now.  If you click in the CSV contents area and then select-all/copy, you can open a spreadsheet and paste the text into a spreadsheet.  A couple of notes on this.

If you are using Apple Numbers as your spreadsheet, all you have to do is select and column and paste.  Numbers is smart enough to figure out you have CSV data in your clipboard and parse it correctly.

If you are using Microsoft Excel, you aren't so luck because Excel is not so smart.  You will need to do the following steps to paste and parse the clipboard CSV into a useable spreadsheet format.  

• paste the data into a single column,
• select the column,
• go to the "Data" tab, and click on "Text to Columns" to launch the import wizard,
• follow the prompts to tell Excel how to parse your data

I hope that helps.  And, hopefully, the bug will be fixed soon.

[250986]

Thanks @TheRealChipA! 

For what it's worth, the CSV download worked correctly for us (didn't open new browser window). A little finessing to get the numbers (and balances) to show correctly, but it worked. 

Is Square ending this report? Are we about to loose access to it? What are the odds it'll one day mysteriously just not be there? Would be great for any of you to chime in: @Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

Why would Square chat tell us (repeatedly) today that there's absolutely no way for us to get the full gift card numbers...even after we sent screenshots and links showing their own colleagues in community were saying otherwise...and, more importantly, even though there actually is, as @TheRealChipA has demonstrated and we've tested? Again, looking at any of you to chime in here: 

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

We don't know who to trust...square "support" is always full of contradictions and half truths. Today's example is just one among many. 

Square "support" chat is a consistently a huge waste of time. Today's experience was just another example in a loooooooooong string. And every time we submit an issue to Square support via email, all we get is the auto-reply...nobody from Square ever responds (yup, check spam, etc.). Well, a couple (our of dozens) of times, a square rep responded to our email submission, and it was so clearly a cut-n-paste reply based on whatever one single buzz word the rep had happened to see first in our detailed email. The couple of replies we've received took well over two weeks and were barely tangentially related to the issue we presented. We replied again, and crickets...nothing from nobody ever. And that's the case the vast majority of the time: Square "support" never responds to email support submissions. We follow their rules, we submit through their portal, we get the auto-reply so we know we entered our address correctly, etc. and we check spam, follow up with Square again and again and again, and more. It's always the same: Square "support" seems to be the trash can where Square "files" customer issues.

Overall, while we're extremely cautiously optimistic at being able to download full egift card numbers, based on all our previous experiences with Square and Square "support," we're still incredibly hesitant to sell Square egift cards. Again, based on all our previous experiences with Square (managing more 4+ online Square stores and more), it's only a matter of time before we get burned by Square yet again.

[250986]

p.s. follow up questions, @TheRealChipA @Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C -- what's the catch on this egift card report that gives us the full egift card numbers? Does it only work if it's downloaded within 24 hours of the egift card being purchased? Does it only work the first 10 times we run and download it? Is it in a different format every single time? How often have the bugs (like the one @TheRealChipA reported) happened (where do we get data on that, not just your impressions)? We know there's gotta be a catch....Square "support" doesn't even know this report exists, so it's only a matter of time before it goes away, right? 

[ryanwanner]

Hello @250986 !

So I'm curious -- and I don't mean this in a snotty way at all -- about why you need access to the entire eGift card number. 

The card is linked to the customer once the card is claimed via their email or text message. If the recipient has followed the steps listed, the eGift card is available as a Card On File tender option once you link the customer to the sale. 

If the customer has not claimed the card via their email, we can assist by searching for the recipient's email at 

Dashboard -> Items -> Gift Cards -> Overview

then resending the confirmation email to them. Once they claim it, the card is available to you as a seller.

This way you don't have to rely on what could potentially go away as things change, and it makes the recipient follow the instructions that are clearly laid out in the email.

This is how I've run my eGift card redemptions since they were launched, and I've never felt or seen the need to have the entire number at my disposal. If I'm missing something please tell me!!

[250986]

@ryanwanner The only reason you would NOT need the entire eGift Card number is if you're good with doing ALL your business exclusively with Square...and forever. 

We understand that there are financial benefits to being a "Square Champion," so we get why you're probably cool with putting all your eggs in Square's basket. 

[TheRealChipA]

@250986 Forgive us.  We thought you came here looking for help.  Obviously, your entire reason for existence is looking to stir up drama and such.  You should go elsewhere.  We do not need people like you around and you are just wasting everyone's time.  This is a seller-to-seller community where we try to help each other, not pick fights with each other.  Some of us have influence with Square but even that is limited.  And we certainly won't be squandering it on the likes of you.  Go find someone who cares.  I did, at first.  You have made dead certain I won't again. (Oh, and I had all of my eggs in one basket long before I became a Square Champion.  So, you are not as smart as you obviously were told you are -- most likely told that by yourself.)

[ryanwanner]

@250986  Any perks of being a Champion are absolutely not the reason why I’ve decided to “put all my eggs in one basket.” I’ve been with Square since 2011, and the ways Square has helped me grow my business has been nothing short of amazing. I have no reason to consider moving any aspect of my business to another merchant processor. 

Im not here to tell you how to run your business, and if you feel like juggling between multiple systems that’s your right. I am here to help you answer a question with some real world advice. Take it, don’t take it, it’s up to you. 

[VanKalkerFarms]

Ah, the age-old support says you can't, but other support says you can, but you can if you know how dilemma.   Call back and get a different answer from a different support.  It happens across pretty much every support team I have ever dealt with at one point or another.

The great part is we have this user-supported community where we can help each other, and @TheRealChipA comes through as he is a stud in his support abilities.

[250986]

@VanKalkerFarms It's not okay that Square "support" is inconsistent, time-consuming, contradictory, unresponsive, and almost always totally unhelpful. And it's never gonna get better unless customers report it, spread the word about it, and stop putting up with it. 

Then again, Square keeps getting our money as long as we stay with them...which may mean getting lots of advice for "free" from fellow customers here on Community...so Square "support" has very little incentive to improve...

[VanKalkerFarms]

Didn't say it was okay, just that it isn't a thing that only Square has an issue with.  Support is always the biggest hurdle for any company as it costs the most per user if you want it to be great.