Acknowledge the gift card issue.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Gift card not working first reply template
Reply when a customer says a gift card is not working and support needs non-sensitive details.
Copy-ready template
Subject: We can help review the gift card issue
Hi {{customer_name}},
Thanks for letting us know the gift card is not working. I am sorry for the checkout friction.
Please do not send the full gift card code by email. If available, you can reply with the checkout message, the order number connected to the gift card, and a screenshot with sensitive code details hidden. We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask only for non-sensitive details.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid promising balance updates, replacement, refund, credit, or checkout outcomes.
Keep the reply calm, non-sensitive, and aligned with your store support process.