Do not ask for the full gift card code.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Invalid gift card code reply template
Use when checkout says the gift card code is invalid or not recognized.
Copy-ready template
Subject: Checking the gift card message
Hi {{customer_name}},
Thanks for sharing that checkout showed an invalid gift card message. I am sorry that interrupted checkout.
For security, please do not send the full gift card code. You may send the exact checkout message and a screenshot with the code hidden. We will review the store-side details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for the checkout message instead.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid saying the gift card will be accepted until reviewed.
Keep the reply calm, non-sensitive, and aligned with your store support process.