Why can't I redeem a gift from a partner company?

Picklebear
Visitor
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keep getting this error -

Error

An error occurred while completing your order. Please contact support for more info.

 

- recently I partnered with a company and they are sending over a gift through shopify, but every time we try to redeem the gift I get this message and the AI on the support page is no help. if anyone is having this problem please help

 
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