Hi @hitherejane. You are correct that the purchase using the gift card doesn’t seem to have been recorded properly. There are a couple of things that seem to be going on here.
First, it looks like the e-gift card was redeemed manually at the POS. In other words, whoever took the payment pressed the “other gift card of certificate” payment button and manually entered the amount and card number that way, rather than using the “Gift Card” payment button. This is why the amount is showing up in Other in your transaction history.
Second, to clarify, there are two gift card columns in the transaction history. One is “Gift Card Sales” and the other is “Square Gift Card.” The second one is the one that is filled in when a card is redeemed for a purchase.
Since we currently can’t adjust eGift card balances (we can only completely clear them), there are really only three options available to you:
- If you can contact the customer, let them know you are clearing the balance of the old eGift card and re-issuing them a new one for the balance left on it.
- Or, you can refund the transaction and re-enter it, this time paying it with the gift card using the correct payment button. It sounds like you might have the full eGift card number so that would obviously be the best choice here, if so.
- Or, you can just let it slide and eat that $28 (and be thankful it’s not $280). Ugh.
Let me know if you have any other questions.
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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