Gift Card Transactions

[Melanie_CHS]

A customer checked out with a gift card, Square shut down right after the transaction was made, then when logging back in to check the client out, it said she no longer had money on the gift card, but the gift card amount that was previously used, was not subtracted from her total. Went to transactions and the gift card has a pending error message. Whats causing this?

[isabelle]

Hey @Melanie_CHS!

Thanks for posting in the Seller Community.

Similar to with credit card declines - for about 24-48 hours after a failed or declined transaction, the funds are marked as pending. Therefore they aren't available to the customer until it's determined that the transaction was not completed, then the funds will become available again.

What are you seeing on the gift card balance now? 👀