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.
1. Locate the returned order
Log in to your Toggle account
Go to Purchases > Orders
Enter the order number in the "order no." search filter
Click on the order to view details
Example:
2. Contact the customer
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
Example:
3. Processing the Customer's Request
Option 1: Send a Physical Replacement
Open the order in the Toggle dashboard
Click "View card details"
Select "Send physical replacement" to queue a new order
Option 2: Send a Digital Gift Card
Open the order in the Toggle dashboard
Click "View card details"
Select "Send digital replacement" to send an email version of the card
Option 3: Cancel & Refund the Order
Log in to your payment gateway and locate the order
Process the refund (more info here)
In Toggle, open the order and click the red "Cancel order" button
