Say you will not guess.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
No-promise gift card reply template
Use when a gift card issue needs review but support must avoid premature promises.
Copy-ready template
Subject: We are reviewing the gift card issue
Hi {{customer_name}},
Thanks for letting us know the gift card is not working. We do not want to guess or give an unsupported answer before checking the available details.
Please send the non-sensitive checkout message or order context if available. Do not send the full gift card code. We will review the information 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 balance, replacement, refund, credit, timing, or checkout outcome promises.
Keep the reply calm, non-sensitive, and aligned with your store support process.