Ask for order or purchase context.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Gift card balance question template
Reply when a customer asks why the balance does not look right.
Copy-ready template
Subject: Reviewing the gift card balance question
Hi {{customer_name}},
Thanks for contacting us about the gift card balance. We understand you want to know why the amount shown does not look right.
Please send the order number or purchase email connected to the gift card if available. Do not send the full gift card code. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Avoid collecting full code details.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise a balance correction before review.
Keep the reply calm, non-sensitive, and aligned with your store support process.