How to Manage Gift Certificates and Value Cards

Access Gift Certificate Configuration

1Navigate to Settings → Gift Certificates and Value Cards

2You'll see two types: Email and Value Cards

Make Gift Certificates Available

1Check the Visible checkbox for each type you want to offer

2This enables email-based gift certificates and/or mailable value cards for customers

Edit Gift Certificate Settings

1Click Edit link next to the gift certificate type

2Configure these settings:

• Minimum Value: Lowest amount customers can purchase
• Maximum Value: Highest amount customers can purchase
• Visible Checkbox: Controls storefront availability
• Notes: Add customer-facing information (WYSIWYG editor)
• Fine Print: Terms and conditions visible to customers

3Click Save to apply changes

Create Email Gift Certificate

1Navigate to Orders → Create New Gift Certificate

2Complete the form:

• Recipient Email: Customer's email address
• Recipient Name: Who the gift certificate is for
• Amount: Dollar value (within min/max limits)
• From Name: Purchaser's name
• Message: Personal message to recipient
• Expiration Date: When certificate expires (optional)

3Click Finalize and Place New Order

Create Physical Value Card

1Navigate to Orders → Create New Value Card

2Select a customer and enter a Claim Code

3Complete payment history and place order 

4System generates claim code for physical card printing

Use Case: Physical value cards are mailed to customers or handed out at events/in-store locations.

Customer Redemption During Checkout

Customers redeem gift certificates on the storefront checkout page:

1Customer enters gift certificate code in "Have any promotional claim codes?" field

2Customer clicks Apply

3Order total automatically decreases by gift certificate value

Admin Applying Gift Certificates

To apply a gift certificate to an order as an admin, you must log in as the customer through the storefront:

1Navigate to Customers > Search Customer > Shopping Cart and Browsing History tab

2Click Log In As Customer

3Place order through storefront and apply gift certificate at checkout using the claim code

Search for Gift Certificate

1Navigate to Orders > Search Gift Certificates/Value Cards

2Search using:

• Customer Name: Find all certificates for specific customer
• Order Number: Find certificate from specific purchase order
• Claim Code: Look up specific gift certificate

3Click Search

View Balance Information

Search results display customers that have Gift Certificates with an overview of the following:

• Claim Code: Unique certificate identifier
• Original Amount: Initial certificate value
• Amount Remaining: Current available balance (rightmost column)
• Expiration Date: When certificate becomes invalid

View Detailed Certificate Information

1Click the Certificate ID from search results

2View full details including redemption history

3See all orders where certificate was applied

Update Expiration Date

1Search for the gift certificate and click Edit Gift Certificate

2Update the Expiry Date field

3Click Save

Void Gift Certificate

1Select Void option as Yes

2Add Void Reason for internal tracking

3Click Save

When to Void:

• Suspected fraud or unauthorized use
• Lost or stolen certificate replacement (issue new one)
• Refund issued and certificate should be deactivated
• Promotional certificate abuse or duplicate redemption

Gift Certificate Not Applying to Order

Causes:

• Certificate expired or voided
• Balance already fully used
• Incorrect claim code entered
• Certificate minimum order value not met
• Attempting to apply from Admin Panel (must use storefront)

Solution: Search for certificate and verify status, balance, and expiration date. Ensure redemption is being attempted through the storefront checkout, not the Admin Panel's New Sales Order page.

Customer Cannot Find Gift Certificate Email

Causes:

• Email went to spam/junk folder
• Incorrect email address entered
• Email delivery delayed

Solution:

• Search for certificate by order number or customer name
• Manually send claim code to customer via CRM email
• Verify recipient email address in gift certificate details

Gift Certificate Balance Incorrect

Cause: Multiple redemptions or partial uses

Solution: View gift certificate details to see redemption history and verify calculations.

Cannot Apply Gift Certificate in Admin Panel

Cause: Gift Certificates and Value Cards cannot be applied through the Admin Panel's New Sales Order creation process

Solution: The Discounts tab in the Admin Panel is only for applying Discount Codes (coupon codes), not Gift Certificates or Value Cards. To apply a gift certificate to an order:

• Log in as the customer through the storefront
• Place the order through storefront checkout
• Enter the gift certificate claim code during checkout

For information about applying Discount Codes in the Admin Panel, see Creating and Managing Discounts & Coupon Codes.