Use this guide when a guest did not receive an eGift card, or it was sent to the wrong contact. Keep steps concise and follow the flow below.

<aside> 📖

Start Here

1. Confirm details with guest: amount, date purchased, purchaser name, recipient email or phone, and last 4 of card used.
2. Locate the order or card.
3. Resend to the same email, update the email, or send by SMS.
4. Confirm delivery and advise the guest on spam or SMS blocks. </aside>

Locate the Order or Card

• Best search keys: check number, credit card last 4, or date + amount
• Navigation paths that work:
  • Payments → Transactions & Refunds → Find Checks & Issue Refund
  • Reports → Gift Card Transactions
  • Reports → Payments → Gift Card Balances

Resend to the Same Email

• Go to Payments → Transactions & Refunds → Find Checks & Issue Refund
• Open the check and select the eGift card transaction
• Click the small edit link next to “eGift Card Info”
• Scroll down and click Save without changes to trigger a resend

Resend to a Corrected Email

• If the original email bounced/was invalid:
  • Reports → Payments → Failed eGift Card Delivery
  • Select the order → Update the email → Update & Resend Email
• If it does not appear under Failed Delivery:
  • Use the same steps as “Resend to the same email” (Edit → Save) to resend

Send via SMS

• Reports → Payments → Gift Card Balances
• Search by gift card number → open card details
• Click edit next to “eGift Card Info”
• Add or confirm recipient phone number → Save