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]

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

[TacoGordo]

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.

[TacoGordo]

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

[TacoGordo]

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

[rcmck]

Oddly I did not get the card yet.