Re-Issue Digital Gift Cards

What to do if a customer doesn't receive a Digital Gift Card

Mistakes happen. Customers do occasionally enter a typo in their recipient email, and sometimes an over-zealous Spam checker can really cause havoc. Whilst some things are out of everyone's control, there are some things we can do to minimise these occurrences and when that's not possible, to act quickly.

1. Set up a backup inbox

Designate a merchant controlled inbox to receive a copy of every voucher sent out. You can set this is your business portal of loylap.com. Once logged in click on My Business & System Messages, you'll have the option to set the Back Up email address there.

Alternatively email support@loylap.com with your designated inbox, which could just be your inbox or a custom inbox. We will set this up for you.

We also store a copy of all vouchers sent ourselves so our support team will be able to help you out too.

2. Gather the correct info from your customers

When a customer emails about a missing voucher, the first response should always be to ensure they have given you enough information to search for the voucher in your backup inbox. Depending on the volume of sales finding a specific voucher can be difficult. We recommend asking the customer for these 4 bits of information:

• Recipient Name
• Recipient Email
• Voucher Value
• Time and Date of purchase

Once you have that info you should be able to perform a search, find the voucher and forward it to the customer again.

3. If all else fails...

Contact support@loylap.com for assistance. Our team will be glad to help.