Q&A with the Customers team: How can we meet your business branding needs?

[Tom]

Hello Seller Community — we were glad to host this Q&A session on March 15 focused on business owners who are looking to take their brand to new heights with Square.

Joining us for this discussion was @skhan, a seasoned product manager on the Customers team. With her prior experience in branding and strong seller empathy, Sarah understands the challenges that come with managing branding features, such as adding logos and customizing receipts. She and her team are working to enhance the branding experience, and they want to hear from you!

Have a look at summary post an replies below for more information on what's top of mind for both sellers and product team members.

Note on account-specific questions: For your privacy and security, we are not able to address issues related to specific account status details in our public forums. If you need account assistance, please contact the Customer Success team and they'll be able to take a deeper dive.

[twsco]

Hello and thank you for the opportunity to be a part of the Q&A! A question that we have for our business is about branding tools. We are vaguely familiar with Square's ability to provide some branding services, and we are currently discussing developing a new logo. Is this something square can assist with/provide services for? We also are simply interested in hearing the answers to others' questions. Thank you!

[skhan]

Hi @twsco - Thanks for joining the Brand Q&A! We do not currently offer any services to help sellers create a new logo. We have heard from some sellers that they have had good experiences using Fiverr for new logos. 

[KateWattsHair]

Thank you for asking this question!!!! 

I would love to be able to:

Customize my online page a little more

Enlarge my logo on my site

Customize the things on my Square dashboard 

[mdamjanic]

Hi @KateWattsHair,

Can you tell us more about the specific customizations you are looking to add to your online page? As for the logo sizes, this is something that the product team is looking into, but we don’t have a specific timeline to share at this time.

[TumblnTLeather]

So far I have greatly enjoyed the tool provided by Square in my business's beginning branding journey. Most of what has bogged me down has not been due to Square (like affordable logo design). I have found customizing of receipts and pos to be easy and accommodating. One area that I would say may need improvement would be square's website hosting. I started designing a webpage but was not able to get it to look like what I considered a finished product. I have since built a webpage using carrd and was very happy with how easy it was to link 'buy buttons' directly from that website to square to checkout online.

[mdamjanic]

Hi @TumblnTLeather,

Can you tell us more about the look you were trying to achieve, or share the final website you built with carrd? That way we can ensure that the product team is working on the most impactful customization features.

[EliteCollect]

We mainly sell sports cards and there's a few changes I would like with Square online

• Allow us to have images other than square images. Most of our items are rectangular, so we need the photos to be rectangular.
• When adding weight for a product, have oz as an option. Most of our items are under a pound so I have to do a conversion evetime I add an item.
• Allow us to require buyers to have their mailing and shipping address the same. I had a customer from Puerto Rico spend over $900 trying to have me send it to a completely different state. I had to still pay the fees even though I canceled the order.
• Add an auction platform to the site. That's our main business.

[mdamjanic]

Hello @EliteCollect,

Thanks for the feedback on item images. We do offer a variety of aspect ratios on Square Online. When you’re editing your site, you can navigate to either a shop all page and select item list > Item images > aspect ratio. Cropping will make your image fit within the aspect ratio container while scaling will keep the original aspect ratio and center it within the container. It does sound like this was challenging to find though and we’ve heard this before - where did you expect to see this option? 

With regards to shipping weights, we’re currently looking at ways to better improve the experience here and will take your feedback into consideration!

Regarding the shipping/billing address you mentioned, there’s a setting in Square Online that allows you to turn off the collection of a separate billing address (Square Online -> Settings -> Checkout -> Customer Inputs. Given your feedback, we’ve gone ahead and turned this off for you for shipping fulfillment orders only, so that only a shipping address is collected - not a separate billing address. Given the date of the transaction, please also note that Square refunded your processing fees at the time of the refund. Finally, for future orders like this, your Square Online site comes with free usage of Square Risk Manager, which allows you to set more advanced rules to prevent fraudulent orders. With Risk Manager, you can also enable 3D Secure card verification for free (https://squareup.com/help/us/en/article/7623-risk-manager-3d-secure-3ds) which will shift liability for fraud chargebacks away from you to the cardholder’s bank.

[escentsofhue]

Is it possibly to have more background options in the photo studio?

[johnobc]

Hi @escentsofhue,

Thanks so much for the question and we’re very excited you’re using Photo Studio.🙂 We’re working on it. What types of backgrounds are you looking for?

[rtfulk]

I just signed up for Square Loyalty and would like to have more control over the signup page, more branding and flexibility on it.

One other thing, I was hoping to attend, but I have a root canal scheduled for that time, will this be available to watch afterwards?

[skhan]

Hi @rtfulk - Thanks for the feedback on Loyalty branding. We have started hearing this from other sellers and are looking into opportunities to provide more branding flexibility for Loyalty. Are there any particular brand elements you would want to leverage for Loyalty customizations?

[kevans]

Branding becomes irrelevant when I cannot use my mail list of customers who have visited my Art Show Booth. They have specifically given me their email addresses in hopes of receiving information from me.  I would love to send them branded emails promoting my web site and upcoming events, but Square evidently has a policy of preventing me from sending emails that do not originate from my web site.  Do you realize that this also prevents Square from making fees from sales?

[tampapc]

It would be nice to have an option to white label

[skhan]

Hi @tampapc - Thanks for the feedback. What aspects would want to see white labeled? Customer touchpoints, employee touchpoints, or both? 

[Ravenssong69]

Hello, I would love to see more control over what we can do. Like some have said its just really drag and drop. It lacks a personal touch. Plus My logo wont fit, so I had to zoom way way in. 

[skhan]

Hi @Ravenssong69 - Thanks for the feedback! We are exploring ways to improve logo support to improve branding customizations. The details are TBD, but we will keep this input in mind!

[monarchcurl]

Square Appointments is extremely limited for branding and touchpoint opportunities especially for businesses like salons and other personal care services that are often style based. The feature that I’m lacking in the most is the ability to customize my communication to prep my client for their appointment not only before but also after - by not having the ability to send a customized follow up email with home care instructions - or even a reminder email that it’s getting time to reschedule for a maintenance appointment - all triggered by their last appointment date. This has caused me to look for solutions in email marketing & trigger linking platforms but I’m really looking for solutions so I won’t have to mickey mouse a cohesive costumer experience journey together. 

[winniecheng]

Hello @monarchcurl, thank you for sharing such detailed feedback. In case you aren’t aware, you are able to customize email communications in your Appointments Dashboard. We hear you on the need to customize text communications and are working on shipping that ability this year. 

For home care instructions, are you wanting the email to send right after the appointment ends? Would each service have separate home care instructions? What kind of customizations in the email would be helpful? Would love to hear more about your needs here.

Regarding a reminder to reschedule a maintenance appointment, we just launched a “bring back lapsed bookers” automated marketing campaign. The campaign sends to customers who haven’t yet booked their next appointment within 3 months of their last appointment. Let us know your feedback if you’re able to check it out!

[monarchcurl]

Oh I’m not signed up for marketing yet so I’ll have to check out the bring back lapsed bookers feature. I tried to sign up for text message marketing under the free trial and still managed to get charged $10 for having one phone number in my system so I’ve been shy about exploring the marketing side ever since. 

The home care/follow up email could be standard - I don’t particularly want to spend time writing a personalized email for every client - but yes ideally it would send after a pre-set amount of time post appointment. Say it sends 6, 12, or 24hrs after the appointment ends for example. I do have my pre-appointment emails set but when I mention customization I mean to the degree that we can make it seem like the emails are part of our marketing flow - and not necessarily a message sent from me to them via square. 

[fourleggers]

I would love improvement to email marketing in general. Currently we need to use a separate CRM program to send out branded emails with information for our training classes, welcome emails to new clients using services, etc, because the functionality in square just isn't there yet. I also like in our CRM that I can send emails from different email address for different programs that we offer.