Gift Cards - Insufficient funds error

[JenCharapata]

I used to use 3rd-party paper gift cards for our little store, but there was never an easy way to use Square to redeem them through the register (long story).  So, I finally decided to buy the Square gift cards in hopes of making the process of accepting gift cards easier.  Well, loading the gift cards is easy.  Accepting the gift card as a form of payment is NOT!  Here's the problem--let's say someone has a $50 gift card and is trying to make a $75 purchase.  The Square register will give an error saying insufficient funds because the purchase is for more than the gift card balance.  To make the transaction work, you have to cancel out of there, run the gift card to see how much is on it if unsure, and then do a split tender (a whole convoluted process).  Why doesn't the system just give you an immediate notice to add a second form of payment for the difference if the gift card isn't enough to cover the purchase?  Instead you have to go through multiple screens and have to know the gift card balance ahead of time in order to do split tender.  I called support and was told this is a known issue and that it would hopefully be fixed in an upcoming update.  I don't have high hopes.  I see this has been a problem for quite awhile now!  Square, I bought your plastic gift cards--now make it easier to accept them!

[JenCharapata]

I'm not sure what a device code is and I know we sign in with our email address/password.

[HC_Charlie]

I'll try this on my register, but in the past when I've run a gift card, it takes the full balance of the card, and then it just shows me what is due beyond the gift card. and then I can run another credit card to take up the difference.

[lenjobakes]

Hey @HC_Charlie!

Trying to figure this out too!

If you have success, I have a follow-up query: Do you use a device code on your register or do you sign in directly?

I can do this on my register with no issue (see above) but @JenCharapata signs in to their register and doesn't have the same prompt. Wondering if there's any correlation. 

[HC_Charlie]

@lenjobakesI don't have either a device code, but I must already be signed into the register. I'm the only one in the store using the register, so i always stay "logged in". I could opt to sign out, and then sign in again, but I don't think that would make any difference.

[lenjobakes]

Thanks for the clarification, @HC_Charlie. I was just interested to see if there was a difference between what I was doing and what this seller was doing. But if you're also logging in direct and can still do this, then I'm not sure what's going on?

It's strange that the same product would have a different outcome for different sellers.

[JenCharapata]

The crazy thing is Square support is acknowledging my problem and saying it will be fixed in an upcoming update (hopefully).  I'm confused why it's only an issue with some people and not all.  I wonder if I got a rep who's clueless and just gave me a line of bull to get off the phone!

[alexandriak]

Sorry if you've already answered this but you're talking about a giftcard someone purchased for use at only your store right? You're not talking about a general visa gift card?

[JenCharapata]

yes. Not a general visa gc. Thanks. 

[alexandriak]

Just wanted to double check. I'm sorry this is happening to you. Someone else just posted they're also having the problem and I linked them to this thread.

[lenjobakes]

Hey @JenCharapata!

I'm sorry that I don't have any answers as to why this isn't working for you! I thought there might be correlation between using a device code and signing in directly, but @HC_Charlie signs in directly and can still follow the same processes that I can.

Apparently there are other sellers who are running in to a similar issue according to @alexandriak, so hopefully more eyes will get on this issue and the discrepancies can be sorted out.

I just want to make sure that you've checked that you don't have any pending software updates for your register? It's completely up to date?

Also, as an aside, a device code allows your register to be signed in without using your personal log-in information. This is helpful if the machine is ever signed out of (for whatever reason) and someone other than yourself needs to sign in. You don't have to give them your personal sign in details, you can just give them the device code.

[lenjobakes]

@JenCharapata, see this reply that @MayaP posted on a similar thread. When you contact support you can let them know that there is a fix and you would like to file a ticket to get it resolved:

Hello @Mickey614 @lenjobakes I am sorry to hear you guys are having issues with using gift cards for partial payments. I took a deeper dive into this and from what I can see our engineers addressed the issued a fix for this back in May when a ticket was filed. I do not see any recent tickets right now to address the issue. I will ask if guys can reach out to support at 1-855-700-6000 squ.re/contactsqsupport   so we can file a ticket. In order for our team to fix this they will need to hear from sellers directly. I am so sorry for the inconvenience and appreciate you guys working with us to resolve this! 🙏

[Moodyales]

I am getting the same error as mentioned above (only when a tip is added its not letting me accept the gift card and pay the remaining balance with a new form of payment) If there is no tip added it gives me the option to appy the gift card and then have the guest pay the difference. 

Splitting the payment then only lets the guest tip on the remaining balance and not the full total. 

[lenjobakes]

Hey @Moodyales! Did you reach out to support citing the fix that @MayaP mentioned above? Were they able to resolve it for you?

I can post the response below for you here as well:

Hello @Mickey614 @lenjobakes I am sorry to hear you guys are having issues with using gift cards for partial payments. I took a deeper dive into this and from what I can see our engineers addressed the issued a fix for this back in May when a ticket was filed. I do not see any recent tickets right now to address the issue. I will ask if guys can reach out to support at 1-855-700-6000 squ.re/contactsqsupport   so we can file a ticket. In order for our team to fix this they will need to hear from sellers directly. I am so sorry for the inconvenience and appreciate you guys working with us to resolve this! 

Let me know by tagging me in your response! (Type @ and my name!)

[skipperdipper]

We are having the same issues multiple times: the screen freezes when a guest pays with a gift card and there are not sufficient funds on the gift card to cover the full amount of the transaction. Any solutions?