How can I refund customers to a gift card on my POS system?

[kev911]

Not sure if I’m doing something wrong or what but on our Shopify pos we want to be able to refund customers to a gift card instead of original payment if the return is outside of return window or other situations. I have gift cards enabled but when I go to do a return it’s only showing the original payment as the option to refund. Not giving any option to refund it to a gift card. In the Shopify help it says “

1. Optional: Enable Refund balance to gift card to issue a gift card to the customer for the refund amount. The gift card product needs to be published to the POS sales channel for this option to be available.”

but I’m not seeing this as an option at all. 
I need to somehow be able to give the customer a gift card as their store credit and not refund them. There has to be a way to do this.

[hstb]

I'm not sure this is definitely the answer but do you have any Gift Card
products created? Maybe you need to take that extra step. (Even if you
create particular denominations of that product, you'll still have the
option to use an "Other" amount.)

[kev911]

Yes I have gift cards enabled and have them listed in the sales channel. From what I understand there should be an option to issue a refund to a gift card instead of whatever the customers original form of payment was. So even if they paid with credit card I want to put their refund on a gift card instead of refunding to credit card. I watched Shopify pos tutorial video that showed a toggle button to do this but it’s not showing up for me

[kev911]

I notice in my Shopify pos when I go to settings then gift cards there is no gift card products there. It says must add gift card product but I already added a gift card and have it active 

[EricaL]

Did you ever find the solution for this? I just opened and am trying to enable this feature as well.

[dahlenla]

I am having the same situation. I used to be able to do this and now no longer have the gift card option. 

[Clayton23]

I'm having a similar issue, however I do see the option but when I select it the app just takes me back to the main order screen. 

[CCB2023]

I’m wondering if you’ve ever figured out the solution because especially now for my store right before Christmas. I’m encountering this problem and I’ve had to refund back to the original payment on multiple occasions at this point instead of being able to exchange or put the balance onto a gift card. I had to download an app and pay monthly fee to even be able to do exchanges on Shopify And I purchased hard gift cards from Shopify, which comes with a whole host of other issues. I’d like to discuss it a different time.  Currently my biggest issue is that I don’t see the option to toggle on at the refund stage to put the balance or exchange balance onto a gift card and I also don’t see any way to get a hold of anybody at Shopify. The customer service for this company absolutely is the worst. They send you links to articles don’t help. I am beyond frustrated  

[Talktohenryj]

Did you figure this out. I just tested it on my POS and it is there.

[jaysamthanki]

Any update on this ? Seems like a major bug. 

[GameOgreEric]

I was able to finally fix this by actually logging out of the iPad app. When you log back in it should refresh all your settings.

Shopify support told me I needed to reinstall the app, but that didn't work for me. I think Apple stores all the settings in the cloud.
Shopify support never mentioned logging out of the app to me.

[jaysamthanki]

we did try that multiple times.. on a virgin iphone as well. but after i added the gift card product (carefully reading the OP post), and then installing the POS app on my person phone it showed up right away.

[jaysamthanki]

For anyone else having this issue, please make sure you have a "Gift Card Product" available in your product catalog. If you do not have this product, the option will not show on your returns.