E-Gift Card Issue

[TacoGordo]

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!

[rcmck]

Nevermind, I just got it

[Rob]

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! 

[TacoGordo]

@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!

[Rob]

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! 

[Rob]

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