E-commerce · Support

Gift Card Balance & Issue Resolution

Resolve gift card balance questions and application issues at checkout.

Apps this needs

Payments / Checkout Send secure pay links and reconcile paid / overdue balances. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

How it works

  1. Checks gift card balance and validity against the platform in real time, on chat or voice (Twilio, 3CX, RingCentral, or a carrier-direct SIP trunk).
  2. Resolves common issues (card not applying, partial balance confusion, lost/stolen card reissue per policy).
  3. Applies the balance to the current order directly via API.
  4. Escalates any suspected fraud pattern (multiple failed attempts, reissue requests) to the fraud team.

Data sources

Gift card platform balance/validity data Fraud pattern rules

What it targets

  • Gift card issues resolved in the same session Target 90%
  • Checkout completion after a gift card issue is resolved Target 75%