Why won’t by swiped gift card allow tips, but typing it does allow tips?

[Aliciamanhattan]

We have three locations that use square. All three are signed into galaxy tablets. Two of the locations are signed into iPhones (as backup in case we are really busy)

About two months ago two of the Samsung tablets stopped allowing tips when you swipe gift cards. However if you type the gift card in manually, it does allow tips. We are a busy coffee shop and really don’t have time to swipe the cards. I called square and they can’t explain it. They said they escalated it and I’ve never heard anything back. 

At these locations, the iPhones can still swipe cards and get tips. It is just hard to delete a customers whole order and re-enter it! Please help! 

[Joe]

Hi there, @Aliciamanhattan - thanks for taking the time to reach out to us and join us here on the Seller Community. We are pleased to have you join! Welcome!

So sorry to hear about the continued trouble here with your Gift Card transactions and tracking tips. Sounds very frustrating and strange indeed.

I attempted to track down the original ticket filed with our Engineers, but am waiting on a response from the original Team Member you spoke to when reporting this issue. Once I get access to the ticket, I should be able to reach back out to you here and give you a status update. Hopefully we can get some movement and a more thorough explanation for you soon.

Thanks for hanging in there!