topic Re: E-Gift Card Issue in Guest Experience

E-Gift Card Issue

TacoGordo — Thu, 12 Jun 2025 17:37:19 GMT

Currently we are experiencing an issue where when a guest orders an e-gift card from the Toast website, their payment gets captured but no balance gets loaded to the gift card and the card is not sent to the recipient.

It's been happening for months. Toast support has known about it for at least 6 weeks but cannot figure out what is going on.

It's been an infuriating experience where I just keep getting bounced from department to department and asked for more and more examples of the issue, when it is literally 100% of e-gift cards, so all you need to do is order one for yourself and you can see what is happening.

I'm curious if anyone else has experienced this e-gift card issue, or had any similar experiences with Toast Support where a relatively serious and clear issue has gone unfixed for weeks on end?

Thank you!

Re: E-Gift Card Issue

rcmck — Thu, 12 Jun 2025 22:12:13 GMT

Not having an issue with my own, but I did test yours and can confirm I only received an receipt, no gift card email. Do any of these end up in the failed egift cards reports?

Re: E-Gift Card Issue

TacoGordo — Thu, 12 Jun 2025 23:20:35 GMT

Wow, thank you for testing it! That's something that Toast Support has literally never done! They just keep bouncing me from department to department, and each one just asks for more examples.

To answer your question: no, none of these end up in failed egift card reports. That is because there is no failed delivery--they are never sent. As soon as I adjust the balance, the card gets sent to the recipient.

Re: E-Gift Card Issue

rcmck — Thu, 12 Jun 2025 23:35:06 GMT

No problem, so you see the gift card in the system and on the check it just has a zero balance? That's interesting, I think that although the server assigned to the check for the egift card is assigned to is whatever your online ordering server is, but the actual gift card transactions get tied to the main account holder. I wonder if maybe a gift card permission is missing from that account or even the online ordering server.

Re: E-Gift Card Issue

TacoGordo — Fri, 13 Jun 2025 00:01:51 GMT

Yes, exactly.

Generally what happens is I get an email about an egift card that wasn't delivered. I find the transaction and it's the same thing every time: payment captured, no balance on the gift card. When I adjust the balance on the card, the card immediately gets sent to the recipient.

At this point I've tested it myself countless times in order to provide Support with examples.

Thanks for your help, I'll ask support if this is potentially the problem.

Also, do you have your check # handy? I'll make a refund.

Re: E-Gift Card Issue

rcmck — Fri, 13 Jun 2025 00:05:28 GMT

#47, so the card itself gets charged the right amount and you are just adjusting the gift card balance?

Re: E-Gift Card Issue

TacoGordo — Fri, 13 Jun 2025 00:34:20 GMT

Exactly.

I took screenshots of the card you bought.

1. I find it.

2. Confirm there's payment (yours was today, so it hasn't been captured yet, usually in this pic the payment is captured).

3. Click the card and if there was a balance it would be shown there under the card as well as any transactions. This part is always blank.

4. Can click the link to view the card and see that there is no balance.

And just to show you exactly what's happening, before I process a refund for you, I'm going to adjust the balance on this card to $5 and you'll see that the card will be sent to your email/phone.

Re: E-Gift Card Issue

TacoGordo — Fri, 13 Jun 2025 00:35:24 GMT

I just adjusted the balance. You can confirm that the card was sent?

Re: E-Gift Card Issue

TacoGordo — Fri, 13 Jun 2025 00:38:11 GMT

And here you can see that the balance was adjusted by me, and that the time is after the card was purchased.

Re: E-Gift Card Issue

rcmck — Fri, 13 Jun 2025 00:56:00 GMT

Oddly I did not get the card yet.

Re: E-Gift Card Issue

rcmck — Fri, 13 Jun 2025 01:07:31 GMT

Nevermind, I just got it

Re: E-Gift Card Issue

Rob — Tue, 17 Jun 2025 19:32:39 GMT

I just wanted to give an update here. This has been filed as a bug, and we are working to find a solution. As of 6/16, there were updates to the case, so we are actively working on this. @TacoGordo, if you have further questions, feel free to reach out to me for more details!

Re: E-Gift Card Issue

TacoGordo — Tue, 17 Jun 2025 19:56:53 GMT

@Rob, thank you for the reply.

Last updates I see in my case file are from 6/12, but maybe you know something that I don't.

The ticket was created on April 24th and the issue is still happening so I'm sure you can understand how frustrating this is!

Re: E-Gift Card Issue

Rob — Tue, 17 Jun 2025 20:12:09 GMT

Yes, I completely understand how frustrating this can be. I apologize for the delay! I can see the reports that the engineers are working on, and they are providing updates there. They don't have a fix yet, but are trying a few different solutions. The agent on the case will provide and update when there is a solution, but feel free to send me a DM for updates as well!

Re: E-Gift Card Issue

Rob — Tue, 01 Jul 2025 15:23:57 GMT

Hey @TacoGordo It appears that this issue has been resolved, I just wanted to reach out to confirm if that is indeed the case!