We have sent the below correspondence to Square Support. I am posting it here in case anyone else has been affected by the same issue and would like to submit a complaint of their own. Feel free to copy and paste it into a Word doc or Email draft and change the key information as needed.
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Subject: Urgent: Unacceptable Change to Discount Code Functionality
Dear Square Support Team,
I am writing to formally express my deep frustration and extreme dissatisfaction with the abrupt and detrimental change you have made to discount code functionality on the Square Online platform. This change has directly impacted our business, 11:22 Creative Design, and has forced us to suspend our Clearance Section—something that was a vital and well-received offering for our loyal customers.
Previously, Square allowed discount codes to be applied across all items in a specified category, ensuring that customers purchasing from our Clearance Section received a 25% discount on all eligible items. This was a straightforward, fair, and functional system that allowed us to maintain customer satisfaction while effectively managing our pricing strategy.
However, with no warning or reasonable alternative, Square has now restricted discount codes to only apply to the highest-value item in the cart for that category. This unilateral decision is both illogical and unacceptable. If a customer purchases 20 items from our Clearance Section, they now receive a discount on only one item, rather than on all qualifying items, as was previously the case. This not only frustrates our customers but also forces us into an impossible position where we can no longer offer meaningful discounts.
Frankly, this is an unprofessional, irresponsible, and poorly executed modification that directly undermines our ability to serve our customers. The flexibility to apply discounts across all items in a specified category is a fundamental necessity for any well-functioning e-commerce platform. We pay Square significant monthly fees with the expectation that the tools we rely on will continue to support our business, not arbitrarily disrupt it.
As a result of this reckless change, we have been left with no choice but to inform our customers that our Clearance Section is unavailable until further notice. The lack of communication and complete disregard for how this affects businesses like ours is incredibly disappointing.
We demand that Square immediately reinstate the ability to apply discount codes to all items within a specified category, as it was before. This is not just a request—it is a necessary correction to an unnecessary problem that Square has created. If Square is unwilling to restore this vital functionality, we will be left with no option but to reevaluate our continued use of the Square platform for our business.
This issue requires an urgent resolution. We expect a prompt response with a plan of action to correct this problem.
Sincerely,
Richard and Linda Smith
11:22 Creative Design
Store: 1122creativedesign.com
Richard W. Smith
