How to Find Customer Gift Card Details

[SSKingston]

The title of this thread has been edited by a Square Moderator from the original: Our customer can’t find her code

Our customer has many emails about her gift card and we can see she purchased it from us… but we can’t find the 16 code, or any code… anywhere 

trying to understand it from the customers point of view so I can help next time… 

[Sammie_C · Accepted solution]

Hi @SSKingston, thank you for your post!

You should be able to view this information from your Square Dashboard:

1. Sign in to Square Dashboard and go to Items & services (or Items & menus or Items & inventory) > Gift cards.

2. In the Overview page, click the filter icon.

3. Apply filters for the gift card data you wish to view, like the gift card number, and click Show.

Do you know if your customer's gift card is a physical card or a digital card?

Please let me know if you end up having any other questions on this!

[amandalocho]

Hello,

I followed these steps and could not view the full gift card number. 

Amanda

[Gail99art]

I have a customer who bought a gift card last year but has lost the details- how

can I search by name?

[Manny_SelSq]

@Gail99art 

Square doesn't let you search gift cards directly by customer name, but you can try Gift Cards → Overview. Filter by the approximate purchase date and card type (physical or digital), then look through the results. That might help you narrow it down and find the specific gift card they bought.

The next thing I'd try is the Customer Directory, if this person is in there. You can check whether a gift card is linked to their profile and look through their transaction history for the original purchase.

Lastly, you can try Transactions in your Square Dashboard. Set the date range to around when they remember buying the card. If you can narrow it down to a specific day or two, it might be easier to find. Having the receipt number or the last four digits of the payment card would help.

Once you find it, if it's an eGift card, you can simply resend the email. If it's a physical gift card, you can clear the old balance and issue a replacement for the remaining amount.

Square explains how to find a gift card and clear its balance here:
https://squareup.com/help/us/en/article/8405-check-gift-card-balances