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Screen froze halfway through a gift card payment?

I had a customer attempt to pay for an order with a $75.00 gift card. The screen froze up after the card was swiped, and the gift card was never applied to her transaction. However the gift card was fully emptied of the $75.00 balance. My records show that the card never went through because the transaction could not be finalized, but the card just has no funds now. Can I get back the $75.00 balance so I can actually complete the sale?

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Square Champion

Hey @Originalmoxie I’m not sure if it is connected, but there seems to be a system-wide payments issue right now.  All payments are being processed as if we are in offline mode for some reason.

 

However, since you said that the gift card was fully emptied then you can accomplish the same things by just applying a manual $75 discount to your sale and then having the customer finish the payment.  I’d have worried if you’d said that the gift card wasn’t emptied, but since you did that should get you back on track.

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piper’s Ice Cream Bar, Covington KY USA
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Click here to see a list of third-party apps I use to add functionality to my Square account!

जो है सो है
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Here is the issue I am having which seems related - if a customer uses a square gift card but the amount of the card is less than the total amount of the bill, I am prompted to use the remaining balance on the gift card which I do. Then, the customer is prompted to pay the remaining amount due on the bill on the customer-facing screen. However, on the main staff screen, a blank white screen displays and even though the customer completes the transaction, I cannot get out of the blank screen. I have to reboot the POS machine to get back to my regular screen. This has happened 3-4 times and I can replicate it if anyone from Square wants to see the issue in real time.

Scott
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Square Champion

Hey @plastercarousel.  I’m surprised that no one suggested that you do this, so I will.  The next time this happens, after you reboot your Register (I assume you are using Register since this thread is about it and not about the Stand), go to More > Support.  About halfway down the screen you’ll see “Send support ledger.”  Click that and a lot of support/troubleshooting data will be sent to Square.  Then just contact Support and let them know what happened and that you sent a support ledger.  I’m betting they’ll be able to figure it out from there.

 

Good luck!

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piper’s Ice Cream Bar, Covington KY USA
Website
Facebook
Click here to see a list of third-party apps I use to add functionality to my Square account!

जो है सो है
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appreciate that tip - I will do that next time for sure.

 

Scott
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