Cash app pay email campaign errors

[Rgvhydro]

Does anyone have any help on using the December 10% cash app pay promo? Tried sending the email and already getting responses but everytime we select Cash App pay no discount is applied as stated. Customers are already getting frustrated and it's becoming a huge mess. Called square and was on phone for 30 min only to be transferred back and forth and then told to call Cash App. Cash App support didn't know anything and is worst experience ever trying to say it's some sort of bitcoin boost!

[pessosices]

Hey @Rgvhydro 

My guess is that the discount is applied on the CashApp end, directly for the customer after the transaction is completed, rather than in your square POS. 

Thats typically how CashApp does their promotions. 

[Rgvhydro]

That is our guess as well but even after a few hours nothing ever happens in the customer end and they stay being charged the full amount.

Not even a mention of pending status or anything at all signifying a discount was applied. 

[Rgvhydro]

 

[drill]

I have had the same issue. I did a test purchase and there was no discount applied on merchant or customer end. I went back and reread the marketing email sent and it said "To participate, simply send out a free Square Marketing email." I didn't realize this, so sent out the mass email (wish I didn't). I retested a purchase and still no discount. I called Square Marketing, and they said they were "aware" of the promotion and that it was very new. I had to call Cash App support to have them activate my store. Even though the email said I only had to send out the marketing email to participate. She said that Cash App had to activate it on their end.

So, I called the number provided for Cash App, which is 1-800-969-1940. They had no idea what I was talking about. Then after multiple attempts of explaining the program from the info in the email received, he said he just saw the promotion info in his email. He said that he cannot activate anything for the "merchant". And that the customer has to call in to get the 10% discount. I explained again that the email said "The discount will be automatically applied." He said that the only remedy now since the promo is new is for the customer to call in to get the 10% applied.

So, I asked him to look up my personal cash app account and apply my 10% discount (for my test purchases). I told him that I have already sent out a misleading email to all my customers, I'm not about to have them call and be on hold until I know for sure the discount will be applied.

12 minute phone call with Square Marketing
Took Cash App about 25 minutes to call me back after I called and follow the prompts
43 minute phone call with Cash App

I am now being told that the merchant I purchased at is not a participating store, and that not all stores participate. I told him the store wanted to participate, but couldn't. I asked for a list of participating stores, he could not provide that either. The only remedy is that a supervisor will contact me via email.

So, basically, all that to say, no answer as of yet., but wanted to share my experience in case someone can think of a different approach or has had a different result.

[drill]

UPDATE:

I did receive an email from a supervisor at Cash App ... useless. Same answers provided to me as on the phone. Told me why store is not a participating store, so couldn't give me the 10% discount on my personal cash app acct. Could not tell me who was participating and said that merchants need to contact Square. 

He did mention that it could take 12 hours for it to update after a merchant signs on. (personally, I think he was just inserting random info). 

I retested a purchase this morning, and still no 10% off discount. I even resent the promotion email like @TechHandyman mentioned he did, but unfortunately, it did not work in my case.

[drill]

UDPATE:

We have contacted multiple both Square and Cash platforms. Facebook, Twitter, multiple emails, phone calls. No one seems to know what is going on.

We did just retest the system again today after resending the email just to ourselves multiple times before the weekend. It looks like it is now working.

The 10% discount does not show up until AFTER the customer completes their purchase and it only shows on the CUSTOMER'S CASH APP. When they first scan the QR code, the total due is the same, but when it finalizes and is in their activity screen, it will show the original total due amount and then a "10% BOOST APPLIED". The actual amount to come out of the customer's Cash App account is correct and is 10% less. 

So glad that this is finally working, but honestly, this is the worst roll out of a promotion. For anyone that is signing up, I would say, send the promotion email just to yourself first and then it probably will take 2 days? for it to actually start working. Once you know it's working, then you can send the mass email to all your customers. What a tedious process, but I guess there really isn't anything that's "free". I've paid for the discount with time and stress. Best of luck to you!

[TechHandyman]

I had the same issue, I received the email yesterday at 9:23am Central time.  Sent out an email to my "regulars" which were 7 people, don't really like to bug people if I can help it, but I really wanted this promotion.  Tried with an employee's Cash App a couple times, but couldn't get the discount anywhere.  We had already advertised it in the store, and even though we told a customer it wasn't working yet, she tried it anyway and got **bleep**ed at us that it wasn't working.  

Called square this morning, was bounced around a couple times, but the last person I spoke with, we determined I had sent the promo email too early, it should have gone out after 11am PST.  Sent out another email, this time to everyone, tried it again and it worked.  It only shows up after the transaction is complete, and only on the customer's Cash App app.  Hope this helps someone.

[drill]

thank you for your update @TechHandyman! I wonder if it takes a "certain amount of time" after the promo email is sent before it triggers something for our store to participate. It does make some sense that scenario could be possible. However, I didn't send my marketing email until today, so I'm definitely not early in sending. 

The Square rep I got though did not mention anything about "sending email". I will resend the email again now and test again in the morning. Hope it's resolved by then. I don't want a month long of aggravated customers 😞

[ElmStreetToys]

Just did another test purchase in-store and it still isn't working for us. I don't trust the "send the email" I have over 1,000 customers and I'm not trying to upset them right before Christmas.  I need this promo to work online on our website along with in-store purchases.

If it doesn't work they will all be looking to me to for a reason why and want their money back and I'm not about to tell them "sorry I can't do anything call cash app"

[KBTT]

Having the same issue. The discount is supposed to show in their Cash App after they scan the QR code on the square screen. It's not. I just sent the promo email out last night. This is going to be a huge mess if it's not fixed quick.

[Rgvhydro]

It has been working for us since yesterday and we were able to verify the customers getting their 10% discount however the process is absolutely horrible. They scan the QR code and checkout like normally but there is no mention of the discount until AFTER the payment is completed. It shows up on the customer end as a 10% cash boost in their cashapp but there is no mention of it on our Square side. It's like a hidden discount that the customer is not aware of until after the fact and some did not even notice the discount until we asked them if they would mind showing us their cashapp to check if it worked.

It's a cool promo but the way they are using it as a cash boost is honestly the worst experience as a retailer and incredibly frustrating. Pretty much going to be telling my customers all month *hey there's this cash app promo to save 10% but it might work it might not, there's no terms to view anywhere and if it doesn't work too bad*.

We had made signage for in store promotion near the register but we took them down and threw them away because the entire experience is simply too confusing and too much of a hassle. At least give some sort of way for retailers to actually verify they are participating in the cash boost program instead of this whole just send an email out and hope it works.

[SVBooks]

Wasn't working, wasted a bunch of time getting transferred hither & yon all around Square support to no avail, then found this thread.

Based upon all the helpful comments here, just resent a test e-mail and we just ran through a test transaction and voila!  When the customer goes to their transaction history on Cash App, sure enough the "10% boost" is noted and the discounted transaction appears with the correct amount.  Then we verified the correct amount was indeed charged to the billed account.

Thank all of you who commented/helped figure this out.  Like everyone said, this was a most-unprofessional rollout ... but now that it's working, we might promote it!

[drill]

awesome! So glad it's working for you now!

[pessosices]

Definitely not fun that it wasn't fully working initially, and that there wasn't info available, not a good rollout experience -- BUT I'm so glad that y'all found the answer of re-sending the email campaign and that the discount is working now!

[ElmStreetToys]

Is the Cash App  "boost" also working for online purchases?