About the Refund & Replacement Portal

Summary: The Refund & Replacement portal is a secure self-service tool for requesting a refund on a gift card order, or a replacement for a gift card that was lost, stolen, damaged, or isn’t working. Customers are usually sent here by the support team or a link on the website.

What you can do here

• Request a refund of a gift card order.
• Request a replacement for a card that is lost, stolen, damaged, expired, compromised, or not working.
• go to Refund and Card Replacement Requests

How it works

• You start a request and enter your order number (for refunds) or card number/UID (for replacements).
• You verify your identity with a one-time passcode sent to the phone or email on file.
• The request is reviewed automatically. Most eligible requests are approved right away; some are sent to our team for a closer look.
• You’ll see the outcome on screen, and processing begins immediately once approved.

What this portal does NOT handle

• Partial refunds — the portal processes full-order refunds only. For a partial refund, contact customer service.
• Address or destination changes — for security, a refund or replacement can only go to the payment method, contact, or address already on file. Changes must go through customer service.
• Merchant / third-party gift cards — gift cards for outside merchants must be replaced through that merchant directly.
• Corporate gift card orders — these are handled by an account executive, not self-service.