HELP!!! How to do Exchanges/ Returns to a Square Gift Card that no longer exists.

[jacdzg2]

Apparently when processing a return on a transaction that was made via split-tender, the only option Square allows is to return to the initial methods of payment.

Being a small boutique, the only returns we allow are for exchange or store credit, so there's lots of gift cards floating around out there with people. Almost every day people purchase items using the remaining balance on their gift card, then pay the rest via cash/CC/debit/etc..

This is a multi-faceted issue. First off, being that we don't allow money back, it seems there's literally no way around this? Second, most normal people just throw away a gift card if it's emptied out, so if they end up coming in to return something that balance is just gonna go to a card that they don't even have?

Also, refunding to a gift card aside, what are we supposed to do if part of the split payment was done with a prepaid Visa card? No one hangs on to those when they’re fully used. So it’ll only allow us to refund back to a card that’s gone forever in the trash? 

I have to be missing something blatantly obvious here because this seems like too easy of a thing to just not be possible. 

This entire problem could just be solved by allowing manual returns, like pretty much every other POS software company does, plain & simple.

Has anyone figured out how to handle this sort of transaction?  Any advice would be GREATLY appreciated!

[RobynR]

Hey @jacdzg2,

Thanks for being a member of the Community!

At this time, Square gift cards are not available for refunding split-tender transactions or Square Invoices.

Feel free to also share your suggestions in our Ideate Room here - Our Product Team keeps an eye on this forum as they are constantly improving our products based on feedback like this.

Thanks for reaching out to share your feedback.

[jacdzg2]

So tell me how we are suppose to fix this problem?   Your answer does not solve my problem, I already know that..  I am looking for help in solving this issue!  Can you PLEASE tell me how other people are getting around this issue and what they are doing???  That is what I am asking. 

[kelly67]

Help!!!! We have the same problem!  Who in their right mind thinks that people are going to hang on to a gift card that is empty!!! What are we supposed to do? There is no manual way around it. Are we just supposed to tell the customer they can't return the product? We just had this happen this week and by a MIRACLE, our employee had put the used up gift card in the stack on new gift cards so it could be used again and actually found the card the customer had used (it was only one day after she had purchased). What in the world would we have done if we hadn't have randomly kept the card.

This is so incredibly frustrating because Square doesn't offer any solution or even seem like there's any urgency to figure something out.  And how about instead of US posting it somewhere else, THEY actually forward the concern on to someone who can take care of it!

Please let me know if you hear anything or find any way around this!

[Breffni · Accepted solution]

Hi @kelly67, I appreciate your frustration and concern. I'd like to add a bit of context to this thread that might help here. 

Unfortunately for refunds on split tender payments, we do not currently support applying the refund to a different gift card. Our team has recommended issuing a new gift card for the refund amount. 

This was also suggested by one of our Square Champions Donnie-M on this thread.

I would recommend checking out that thread but I'll paste their comment here also. 

'You could set up an alternate tender that isn't cash for returns and use it to load a gift card.  Since you already received the funds this tender would just represent the liability on accounts payable for the money out there. Unfortunately, you will bear the cost of the gift card processing fee.  Or you could just print a certificate and use the certificate as an alternate tender.  Then you would have your "manual" return process and payment.' 

I understand that this may not be ideal for all businesses and this feedback has been shared with our product teams.