Gift Card Balances Report - Running opening balance does not match actual transactions

Shopify Discussion

Topic summary

Users have identified discrepancies in Shopify’s Gift Card Balance Report where the running opening/closing balances don’t align with actual transaction values.

Specific Issues Found:

  • On one date, $70 in gift cards were redeemed, but the closing balance only decreased by $25
  • Mathematical verification shows ending balance calculations are off by $57.98 in another example
  • Unexplained differences appear on specific dates: one showing a $37.97 redemption but only a $30.79 net change, another showing a $27.19 net change with no transactions recorded

Current Status:
Shopify support has acknowledged the issue and requested users contact them directly through the Help Center for account-specific investigation, as they cannot access account details through the community forum. The root cause remains unresolved and unexplained.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hi! Our accountant found an error in the Gift Cards Balance Report. It seems the running opening balance does not match actual transactions. For instance as per the screenshot below, on Apr 6, the total Redeemed Gift Card Value for the day was $70 yet the Closing Balance went down by only $25 as per the Net Change. Shouldn’t it have gone down by $70? Are we missing something? Thanks in advance!

Gift Card Screenshot.png
Gift Card Screenshot.png1468×655 61.6 KB

1 Like
2

Hi, @Ma_Pies . We’d be happy to look into this with you! For more help please reach out to our support team through the Help Center here so we can take a closer look at your report. We can’t see your account information here over the Shopify Community, but we can review this with you in more detail if you reach out through Help Center.

3

I found the same thing. If you do the math $20,955.87 + $1,230.12 - $1350.84 + $63,75 = $20,898.90.

The report shows the ending balance is $20,898.90 - a difference of $57,98. If you analyze the report, you’ll notice 2 unexplained differences. On 2/4/2024, there is a redeemed gift card value of $37.97, but the net change total shown is $-30.79 and on 2/22/24 the net change in gift card value is -$27.19, but there were no transactions on that day.

It seems that this report is just wrong unless there is some explanation not explained in the report.