Manage gift cards

Everything you do to a card after it exists happens on Marketing → Gift cards. New to gift cards? Read the gift cards overview first.

Gift cards are still in rollout. There is no Gift cards entry in your sidebar yet, so you cannot reach this screen from your dashboard today. It appears in the Marketing group when the rollout reaches your store.

Find a card

The list shows every card in your store, newest first. Each row carries the masked code, the balance, the spendable amount, the status, the recipient and the date it was issued.

You can only search by the last four digits or the recipient's email. Searching for a full gift-card code finds nothing, ever, because the full code is not stored. The last four digits are what a customer reads off their email anyway, and they are what the list shows.

Use the Filter button to narrow by status:

Expired will normally be empty, because there is no expiry field on the issue form and nothing expires a card automatically. Cards issued from your dashboard do not expire.

Click any row to open the card, its balances and its full movement history.

Read a card's history

Open a card and you see four figures and a timeline.

Balance and Spendable differ while somebody is at the checkout. A card showing a balance of 100 with 80 held has only 20 spendable, because a shopper is mid-payment against the other 80. This is the answer to the most common support ticket on this screen: the customer is not wrong, and the money is not missing. Holds clear on their own, either because the order completes or because the checkout is abandoned and expires.

The Movement history below lists every single change, with who did it, when, and the reason they gave: Issued, Redeemed on an order, Refunded to the card, Manual adjustment, Written off at expiry.

Nothing is ever removed from that history. It only gains entries. Even correcting a mistake adds a line saying you corrected it rather than erasing the original.

Adjust a gift card balance up or down

Open the card and click Adjust balance.

1. Choose Add or Remove.
2. Enter the amount.
3. Type a Reason. This is required, and it is recorded permanently with your name against it.
4. Click Apply.

The reason cannot be edited or deleted afterwards. Write something a colleague would understand next year, for example "corrected an amount entered wrongly, should have been ₪150".

You cannot take a balance below what a checkout is holding. If a shopper is part-way through paying with the card, the amount they are using is protected and the adjustment is refused. Wait a few minutes and try again.

Adjusting is the right tool for a typo, a goodwill top-up, or clawing back value you issued in error. It is not a way to undo history: the original entry stays in the timeline and the adjustment sits below it.

Disable a gift card, and turn it back on

Disable stops a card being used without destroying it. Open the card and click Disable, or use the row menu on the list. Click Reactivate to turn it back on. Both directions are always available, so disabling is a safe, reversible first move whenever you are unsure.

Two things disabling does not do:

• It does not touch a checkout already in progress. A shopper who has already applied the card and is mid-payment completes normally. Disabling stops the next use.
• It does not zero the balance. The money is still on the card and still counts toward what you owe. Disable and adjust to zero if you want it gone from your liability.

A gift card can never be deleted

There is no delete button on this screen, and no way to get one. Not for a card issued by mistake, not for a spent card, not for a test card, not on request to support.

This is deliberate rather than missing. A gift card is money you owe someone, and its history is a financial record that may carry a statutory retention life in your country. A ledger you can delete rows from is not a ledger.

What to do instead, depending on what you actually want:

• Issued it by mistake? Adjust the balance to zero, then disable it. Both actions record your reason.
• Card compromised, or the code was shared where it should not have been? Re-issue it. The old code stops working immediately and the customer keeps the value.
• Just tidying a long list? Filter by With balance to hide everything spent.

When a customer loses their gift card code

This is the most common gift-card support request, and it has a proper answer.

You cannot look their code up. Nobody can. The full code is stored only as a one-way fingerprint, so it is not on the card's page, not in the export, not visible to our support team, and not readable in the database. Only the last four digits exist, which is enough for you to find the right card and not enough for anyone to spend it.

Use Re-issue instead. Open the card and click Re-issue:

1. Type why, for example "customer lost the code". Required, and recorded permanently on both cards.
2. Click Re-issue.

What happens:

• A brand new code is minted and shown to you once, under exactly the same rules as issuing. Copy it before closing the dialog.
• The whole balance moves across. Nothing is lost and nothing is created, so what you owe is identical before and after.
• The old code stops working immediately. If the customer still has a printed card or an old email, it is now dead. Only re-issue when they have genuinely lost the code.
• If the card had a recipient email, the new code is emailed there automatically, which is usually the whole point.
• The original expiry date, if the card had one, carries over. Re-issuing never restarts a clock.

Re-issue can be refused for three reasons, and each one is telling you something real:

• A checkout is using this card right now. Wait for it to finish, then try again. Moving the balance out from under a shopper mid-payment would strand a payment already in flight.
• This card has no balance left. There is nothing to move.
• This card has already been revoked. It was replaced already. Find the replacement and re-issue that one.

Re-issue works even when gift cards are switched off for your store, because it moves value that already exists rather than creating any, and you still owe every card already in a customer's hand.

Disable or reactivate many cards at once

Tick the cards in the list and use the bulk actions to Disable or Reactivate the whole selection. The message afterwards reports how many were actually changed, which can be fewer than you selected: cards already replaced by a re-issue are skipped, because they are dead already.

There is no bulk delete, and no bulk adjust.

Export your gift cards to CSV

Tick the cards you want and choose the export action. You get a .csv you can open in Excel or Google Sheets with one row per card: masked code, balance, spendable, currency, status, recipient and issue date.

This is what you hand your accountant at month end alongside the outstanding liability figure.

The full codes are not in the file, and that is not a bug. They do not exist anywhere to put there. The code column holds the masked form, the same thing the list shows.

Currency is its own column rather than a symbol glued to the amount, so a store holding cards in more than one currency can still total them correctly in a spreadsheet.

What's next?

• How a customer redeems a gift card covers the checkout side and why a code gets refused.
• Gift card liability and refunds covers the month-end number.