Refunds not loading to Gift Cards

[alexandriak]

We've had this issue twice now. I keep meaning to call into support and keep forgetting but is anyone else having this?


We stopped swiping the gift cards and typing in the number worked fine, until last month and then one more time this month. The screen says the giftcard was loaded, the number was typed in correctly, but then when we go to use it immediately after the funds aren't there. The funds never appear on the giftcard after either. 

The first time it happened we called in and square confirmed it went to the gift card but they checked the balance and could also see that it had not properly loaded. 


Selling gift cards is fine, it's just the return is not showing up on the card. I can confirm the customer was still charged.

[jewelcam]

we had a similar issue

[alexandriak]

did Square find a fix?

[_Violet · Accepted solution]

Hey there @alexandriak - I checked some internal resources, and this doesn't appear to be a known issue impacting many Sellers at this time. It's definitely a good idea to check in with your fellow Sellers, here on the Square Community, to see if others are having a similar experience though! I did find mention of this happening when payments are voided. There were a couple of instances in May, and the most recent was in July.

To dissect this issue, our team will need to gather some information about the gift card itself, along with any related transactions, so we will need you to contact our support team on this one when you have the chance. If needed, they'll file a ticket for our engineers to investigate further.

Thank you for understanding!

[alexandriak]

totally get it! just curious to see if anyone was having the issue. I'll reach out monday!

[209discount]

Having the same issue.  We put refunds on gift cards all the time. Had one today that the refunded amount is not on the card. My dashboard shows that it went to the gift card. Its not there. 

[TheMustardSeed1]

Hello, This is the same issue I am having, did you figure out a solution to fix this?

[TheMustardSeed1]

Hello! We are having a similar issue, did you figure out a solution for this?

[alexandriak]

It just seemed to randomly fix itself, at least when we did it last week. I never did get a chance to call into square, but feel free to send them screenshots from this thread when you call for them to add. I can even call in and report the issue if that would help anyone.