How do I get a refund?
Refunds for orders placed through Toggle can’t be processed directly within the Toggle dashboard - the payment itself is handled by your payment provider (e.g., Stripe). Here’s how the process works:
To issue a refund:
Go to Purchases > Orders in your Toggle dashboard.
Open the order and copy the Merchant Transaction Reference.
Log in to your payment gateway (e.g. Stripe) by visiting their website.
Find the transaction using the reference and issue the refund on the payment gateway.
Return to Toggle and click “Cancel order” to complete the process.
For partial refunds, adjust the amount in your payment gateway and update the order value in Toggle accordingly.
Why has my payment failed?
All payment functionality on your Toggle webshop is handled by your payment processor. A failed payment is often due to a mis-typed card detail or insufficient funds. If neither of these seem to be the issue, log into your payment gateway and check if there’s a reason for the payment failing.
Why haven’t I received my digital gift email?
If a customer hasn’t received their digital gift email, there are three likely reasons:
It’s gone to the spam folder (ask them to check!)
Or, the email address may have been mistyped
Or customer’s inbox is full or email bounced
To check the latter, go to Purchases > Cards.
Search the customer's name or email using the search filters. Once found, click on the card. To resend a card, click Send Digital Copy.
Even if neither of the issues above have been found to be the issue, you can send a digital copy and then see if the customer receives it by clicking on the “Digital delivery status” button.
Why has my Gift Card not arrived in the Post?
If your physical gift card hasn’t arrived, it may have been lost in transit, sent to the wrong address, or returned to the warehouse. This can happen with postal delivery.
You can quickly send a replacement physical gift card through your Toggle dashboard:
Search for the customer’s card on the Purchases page.
Open the card and click View card details.
Click Send physical replacement.
Choose whether to send to the same address or edit the address.
Select the postage type, then click Queue for fulfilment.
When a replacement is sent, the balance from the lost card is automatically transferred to the new one, and the original card is deactivated so it can’t be used.
If you want the card resent as a digital gift card instead, you can also do that from the dashboard (check the card number first to ensure it’s been fulfilled).
How can I Cancel my Order?
You'll need to cancel the order and refund them.
To cancel on Toggle, go to Purchases > Orders and search the order in question (use the filters for quicker search). Once found, click the order.
Click the red “Cancel order” button and then confirm the cancellation when the dialog box appears.
You can only cancel an order if the card has not yet been used.
Refund the order through your payment gateway.
I used the wrong delivery address, how can I change it?
If a postal order has not yet been dispatched, you can edit the delivery address.
If the card has not been dispatched:
Go to Purchases > Orders.
Search for the relevant order.
Click into the order.
Select the edit icon next to the delivery address for the card.
If the option to edit the postal address isn’t available but the order is still processing, please message us on success@usetoggle.com and we can contact the fulfilment warehouse team directly to see if they can edit the postal address on their system before the order’s dispatched.
If the card has already been dispatched:
You’ll need to send a replacement card to the correct address.
Go to Purchases > Orders.
Search for and open the relevant order.
Click into the gift card associated with the order.
Select Send Physical Replacement.
In the pop-up window, choose Send to different address and queue for fulfilment.
The replacement card will be queued for fulfilment as normal, and the original card number will automatically be deactivated.
This is only possible if the card has not yet been used.
My physical order hasn’t arrived. Where is it?
Ensure the physical order is fulfilled so there’s a number assigned to the card. Then you can resend a digital version of that card (the same card number will be assigned automatically, so it can’t be redeemed twice!).
To do this:
Go to Purchases > Cards and search the card in question.
Then press Send digital copy and enter their email address.
My card has expired. Can you extend the expiry date?
Tough luck! Or maybe not?! Depending on the situation you may choose to load the expired value back onto the card.
If you choose to load it back on, go to Purchases > Cards and find the card in question. Then select Adjust card balance. In the dropdown titled 'Type of adjustment', select Top Up (FOC), and choose the amount you want to load back on. You can also add a note for your own reporting as to why this value was loaded on.
How much money is on my gift card?
The best thing to do is to encourage them to check their balance themselves from your Toggle webshop.
Ask them to:
Visit your Toggle webshop.
Click “Check balance.”
Enter their card number and PIN.
They’ll instantly see their current balance, expiry date, and gift name just as the image below.
If you need to check the balance on their behalf:
Go to Purchases > Cards in your Toggle dashboard.
Use the filters to search by name, email, or card number.
From there, you’ll be able to view the card’s balance, expiry date, transaction history, and customer details.
Do I have to register my card to be able to use it?
A customer doesn’t have to register their card, but it’s beneficial to encourage your customers to do so, for two reasons:
Physical card holders will receive a digital copy (if they lose their physical card, no problem!)
For those who are the recipient of a gift card, registering their digital or physical card means if they lose it, you can search for them on Toggle and resend a copy to them.