Manage and redeem gift cards
Console: Guests → Gift cards. Confirm the working location. For authorised
staff handling a guest-presented card and managers reviewing card records.
Search or filter by status and purchase dates, then open View Details. Check
original value, balance, expiry, status, and transaction history.
Gift-card detail and redemption links can retain card references or redemption
credentials in the browser address. Keep the full link private. Before sharing a
screenshot, check both the card content and the address bar; share an authorised
record reference through support rather than copying a guest's redemption link.
Redeem a card
- Select Redeem Card, or Redeem from the intended card's detail view.
- For guest-presented lookup, enter the card code and its required six-digit
PIN, or scan the supported wallet credential. Do not put codes, PINs, or
wallet credentials in support screenshots or notes.
- Use Look up, then verify the recipient, balance, expiry, and eligible
status. Do not redeem an expired, refunded, cancelled, or exhausted card.
- Enter the amount to redeem within the displayed balance and bounds. Check the
exact amount and guest request before selecting Redeem.
- Verify Redemption successful, the new balance, and transaction history.
Check the associated order/payment workflow separately; a balance reduction
is not proof that every order settlement step is complete.
Refund and cancellation are different
| Action | Consequence shown in the Console |
|---|
| Refund | Remaining balance returns to the original payment method; card stops working |
| Cancel Card | Card stops working immediately; customer is not refunded |
Use only the action authorised by the responsible manager and guest request.
Read the confirmation, remaining balance, and existing transaction history. Do
not cancel a card when the intended outcome is returning its money. After an
uncertain redemption or refund, inspect the same card and payment records before
repeating the action.
Settings and tax mode
Settings opens the business's gift-card configuration. Check enabled amounts
and purchase limits with the manager. Tax mode is set for new cards; existing
cards retain the mode they were sold with. Have the restaurant's responsible
accounting adviser determine its treatment—this guide describes controls, not a
tax recommendation.
Escalate with card record reference, location, intended amount, observed
balance/status, time, and exact error through an authorised channel. Preserve
the guest's redemption credentials and private message.