How to issue a refund for a gift card that's been purchased
Because payment is sent directly to your attached payment account (Stripe, PayPal or Square) you need to issue the refund in that system and potentially void the gift card in Gift Up,
Performing the refund back to the customer's card
1. Log in to your Gift Up dashboard
2. Find the gift card you would like to refund by going to Orders and searching for it by code
3. Click the link underneath "Paid using"
4. Refund the payment in your payment provider's system as you normally would
Adjusting the gift card balance
After you've refunded the customer, you need to make sure that the gift card in Gift Up has the correct balance.
- If you are giving a full refund, you should void the gift card by clicking the "Void..." button.
- If you are giving a partial refund, you may want to remove some balance from the gift card by clicking the "Redeem..." button where you can enter the amount to remove from the gift card.
Please note that Gift Up fees are not refunded by voiding or removing credit from a gift card automatically. However, if you are voiding a gift card because a customer has requested a refund, and it was originally ordered within the last 3 months, we are happy to add a credit to your account equivalent to the fee you were charged. Please email us at support@giftup.com with the gift card codes that were voided, and we'll credit our fees back to you.