"I haven't received my order, where is it?"
If you use Toggle’s fulfilment service, this is one of the most common questions you'll hear from customers waiting on physical gift cards, especially during the Christmas period.
Here’s how to quickly get the info you need and respond confidently.
We'll split this guide into two sections...
First section is information gathering
Second section is how to respond
Once you've done this process a couple times with orders, it'll be fairly quick to resolve things with your customers. 😀
Section 1 - information gathering
1. Start by checking the customer’s order 🔍
Head to Purchases in your Toggle dashboard and search by name, email, or any other details you have using the search filters available.
Once you find the order, look for:
Order status – if it shows Completed, it’s already been fulfilled.
Dispatch status – when you open the order, look for the green Dispatched badge.
If you need help locating orders, see our full guide.
The pictures below show what to look out for.
In the first one, after using the search filters and finding the right order, you'll see the Status says 'Completed' (as opposed to 'Cancelled' or 'Pending').
Then, after you click onto the order you will also see a green label saying 'Dispatched' (as opposed to 'Pending') - which again let's you know the order has been fulfilled and shipped out.
This is just a good starting point to know the order has been fulfilled from Toggle's side.
2. Work out when it was dispatched ⏰
Customers get the automatic dispatch email once the warehouse marks the order as dispatched via their warehouse system.
But you can estimate the dispatch time yourself:
Open the order and click View card details.
Scroll to the bottom to see when the order was placed.
Useful context:
The Toggle fulfilment centre post out orders Monday to Friday between 11am and 12pm; any orders placed after that time are dispatched the next working day
No orders are shipped out on weekends or English Bank Holidays.
Orders placed after the daily cut-off roll to the next working day.
Example:
If an order is placed on a Friday at 12:06pm, it will have missed the daily dispatch cut-off, so it won’t be shipped until Monday.
Delivery time frames:
2nd Class: up to about 1 week
1st Class: a few days (plus any delay from missing a Friday cut-off)
Special Delivery: next working day (plus any delay from missing a Friday cut-off)
3. Check whether the order includes tracking 👣
Toggle offers both tracked and untracked postage options.
Untracked options:
Royal Mail 1st Class
Royal Mail 2nd Class
Tracked options:
Royal Mail Special Delivery
Royal Mail Signed For
To see if a specific order is tracked, check the postage method the customer picked and look for a tracking number in the order details. If no number appears, it isn’t tracked.
Royal Mail tracking numbers look something like: OK174927593GB
Below are examples of an order that does have tracking available and one that does not.
Note: Customers can check their delivery status on Royal Mail's Track Your Item page. If they chose a tracked postage option, their tracking number will automatically appear in their dispatch email (more on this further down this guide!).
Tracking results to expect:
Delivered → Green tick + delivery timestamp
Not yet attempted → “An update will only be provided when we attempt to deliver your item”
Note: Royal Mail only provides delivery-attempt updates — not full in-transit tracking.
Here's some examples of how Royal Mail's tracking feature looks for a successful delivery and a delivery that's not yet been attempted.
✨🧠 Dispatch email tip 🧠✨
If a customer selected Special Delivery or Signed For, the tracking number automatically appears in their dispatch email.
We recommend clearly stating in your dispatch email template that:
Tracking is only included for certain postage types
They can use Royal Mail’s tracking page to check their delivery status
This should reduce “where is my order?” queries — especially from customers who chose untracked postage.
The below picture shows the Dispatch email set up on the Customise section of the dashboard.
Advice: We also recommend you add your own customer support's email address as the Reply to address - this will prevent emails from your customers being lost and causing issues.
The picture below shows an example of the Dispatch email with info about checking Royal Mail's tracking page.
Section 2 - how to respond
Once you know the order status, postage option used, and time it was ordered, you have will have a better idea how to respond to the customer.
Here's what you can do:
1. Send a digital copy temporarily
You can send the customer a digital version of the card (including via SMS) while the physical card is on its way.
You can also check if the customer has received or opened the digital copy by clicking the "Digital delivery details" button on their order page.
Note: If you send a digital voucher as a temporary solution, then later send a physical replacement, the balance from the original order—including the lost physical card and the digital voucher copy—will automatically transfer to the new card. Let the customer know the digital voucher now has £0, since the email will appear to show a balance.
2. Send a physical replacement
If the customer prefers, send a replacement card through Toggle. The original order’s balance will automatically transfer to the new card.
For postage payment:
Replacements sent through the Toggle dashboard can’t be charged for postage (the payment gateway that takes payment is only for the online Toggle shop).
Toggle still charges you (your account) for all postage charges whether they're from online orders or dashboard FOC / replacement orders.
You can either cover postage yourself or collect payment separately outside Toggle (e.g. bank transfer).
Tips for the customer:
If both cards arrive, the original will have £0 balance.
Packaging looks the same, so give them the original (invalid) card number now whilst you are liaising with the customer—you can find this on the order page while the replacement is being processed.
They can use the Check Balance tool on your Toggle shop to see which card holds the balance, if they're unsure.