If your gift card balance was deducted but your transaction did not go through, we can help you review the issue and restore your balance if needed. Sometimes a gift card is charged during checkout, but the payment fails before the order is completed. In these cases, the balance may appear as deducted even though no successful purchase was made.
What to do first
- Check whether the transaction was completed successfully.
- If the order failed or was cancelled, gather the details of the attempt.
- Contact support as soon as possible so the issue can be investigated.
When you contact support, please include the following details so we can review your case quickly:
- Gift card number
- Transaction date and time
- Order number or reference number, if available
- Amount deducted from the gift card
- A brief description of what happened during checkout
Once we receive your request, our support team will investigate the transaction and confirm whether the balance was deducted in error. Depending on the outcome, we may:
- Reload the deducted balance back onto your original gift card
- Issue a new eGift Card for the affected amount
- Provide an update if the transaction was completed successfully after all
If the issue keeps happening
If your gift card balance continues to be deducted without a successful transaction, we recommend using a different payment method for your purchase while we investigate the issue. If you need further help, please contact support with your gift card details and transaction information.
To get help, contact our support team through and include the information listed above. If possible, attach any screenshots or confirmation messages related to the failed transaction.
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