Has anyone received a gift card payment that's not yours?

[Aliceor]

Hi guys 

I received an order online and the customer paid using a gift card of $350 and the small remaining balance via PayPal. However, I’m confused I’ve never issued a $350 gift card before nor can I see it in my “existing” gift card list. 
also why has Shopify made it SO difficult for us to contact them? 
it keeps showing us as too many redirects occurred they can’t get me through to Shopify support. 

[Blair · Accepted solution]

Hi @Aliceor,

Thank you for reaching out to the Community! I'd be happy to provide some assistance with this request, to ensure it gets resolved. To confirm I'm fully understanding, does the order timeline state that a gift card was used? 

If so, I'd encourage to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to review the order in question and share a bit more information on the transaction details. 

To connect with us, you can:

• Head over to our Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the available support options.

Please let me know if you have any other questions or concerns. 

[Aliceor]

Thanks for reaching out. How do I close or delete this? 
I investigated the gift card myself. It is valid and was issued from me (8 years ago!). Back in 2015.. I never gave it an expiry date so naturally when it resurfaced it was a shock. 
my apologies. 
however I can say trying to reach out to Shopify staff isn’t as easy or smooth sailing as it used to be. Yesterday I tried contacting you guys multiple times but couldn’t. When I press contact support, login to my store and select help a new window pops up saying there has been too many redirects so it won’t open at all. It just kept happening. Hence why I had to reach out to the community. 

[Blair]

Hi @Aliceor,

Thank you for the prompt response! I'm glad to hear that you were able to locate the gift card in question. 

As for connecting with our support team, I'd encourage you to attempt some local troubleshooting. This will help to determine whether the issue is related to a browser error or something else. For ease, I've gone ahead and listed a few steps below that you can attempt to see if this helps to resolve: 

• Clear your Cache and Cookies.
• Access the shop in an Incognito Tab. 
• Try Another Device (i.e a cell phone).
• Try using Another Broswer (i.e Safari or Firefox).
• Try accessing from the Shopify Mobile App. 
• Try Restarting your device.
• Make sure your device is Up To Date. 

Please let me know if after attempting the troubleshooting steps outlined above, if you continue to receive that error. 

I look forward to your response!