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]

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? 

[TacoGordo]

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.

[rcmck]

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. 

[TacoGordo]

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.