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When a gift card order is returned to the Toggle warehouse, it is discarded to prevent misplacement or misuse. 

Follow the steps below to resolve a returned order.

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Enter the order number in the "order no." search filter

1. Log in to your Toggle account
2. Go to Purchases &gt; Orders
3. Enter the order number in the "order no." search filter
4. Click on the order to view details

Reach out to the customer using the email linked to the order and ask how they’d like to proceed. They can choose from the following options:

Resend a physical gift card to a new or the same address

Send a digital gift card via email instead

Cancel the order and receive a refund

1. Resend a physical gift card to a new or the same address
2. Send a digital gift card via email instead
3. Cancel the order and receive a refund

3. Processing the Customer's Request

Option 1: Send a Physical Replacement

Open the order in the Toggle dashboard

Select "Send physical replacement" to queue a new order

1. Open the order in the Toggle dashboard
2. Click "View card details"
3. Select "Send physical replacement" to queue a new order

Option 2: Send a Digital Gift Card

Select "Send digital replacement" to send an email version of the card

1. Open the order in the Toggle dashboard
2. Click "View card details"
3. Select "Send digital replacement" to send an email version of the card

Option 3: Cancel &amp; Refund the Order

Log in to your payment gateway and locate the order

Process the refund (more info <a href="https://academy.usetoggle.com/en/articles/2514048-how-to-refund-an-order-and-cancel-the-order">here</a>)

In Toggle, open the order and click the red "Cancel order" button

1. Log in to your payment gateway and locate the order
2. Process the refund (more info <a href="https://academy.usetoggle.com/en/articles/2514048-how-to-refund-an-order-and-cancel-the-order">here</a>) 
3. In Toggle, open the order and click the red "Cancel order" button

Any help or questions please get in touch on <a href="mailto:support@usetoggle.com" rel="nofollow noopener noreferrer" target="_blank">success@usetoggle.com</a>

How to handle returns, including locating orders, contacting customers, and processing replacements or refunds

1. Locate the returned order

2. Contact the customer

3. Processing the Customer's Request

Option 1: Send a Physical Replacement

Option 2: Send a Digital Gift Card

Option 3: Cancel & Refund the Order

Any help or questions please get in touch on success@usetoggle.com