Who is this article for?
Owners, managers, cashiers, and support-facing team members investigating gift card problems.
Reviewed by: Selio Support Team
Last updated: January 1, 1980
Summary
Check lookup, balance, activity, and checkout state in that order so gift-card problems are diagnosed from evidence, not memory.
Before you begin
- Identify the exact gift card or sale in question
- Decide whether the issue is sale, balance, lookup, activity, or redemption
- Work from the live gift-card record before taking any follow-up action
Steps
- Find the affected gift card in the available lookup or management flow.
- Review its visible balance and activity together.
- Check the sale or redemption context tied to the issue.
- Correct the visible problem if your role allows it.
- Recheck the card state before attempting another sale or redemption.
- Escalate with the gift-card record and exact symptom if the problem continues.
Troubleshooting
- The card cannot be found: Recheck the lookup details before assuming the card does not exist.
- The balance looks wrong: Review activity before interpreting the number.
- Redemption fails at checkout: Confirm the card is active and the order is at the right payment step.
- The team answers gift-card questions inconsistently: Standardize one lookup-and-verification process.
