Gift card refunds, voids and corrections

Refund an online purchase's unspent balance, void a card sold at the venue, fix a mis-keyed amount, extend an expiry, or resend a lost gift email.

Everyday redemption is one-tap, and anything that returns money or destroys value — refunds, voids, balance adjustments, resending a gift email — is manager-gated: it needs the owner's password confirmation (or a manager's PIN on the staff portal) plus a written reason, and every action lands in the activity log. Extending an expiry is gentler — no password prompt, just the manage gift cards permission and a written reason. Nothing here ever happens automatically.

All of these live on the card's row on the Gift Cards page (/dashboard/gift-cards).

Refunding a purchase

Refunds are never automatic, and only the unspent balance is ever refunded. How you return the money depends on how the card was sold:

• Sold online — use Refund purchase on the card's row: the unspent balance goes back to the buyer's card through Stripe and the gift card is voided. If the card carried free bonus value from a promotion, the bonus is withdrawn, not refunded — the refund is always capped at what the buyer actually paid (the preview shows the exact split before you confirm). Refunds need your Stripe account connected: if you disconnect Stripe, refunds pause (with a banner on the page) while selling stops and redemption keeps working.
• Sold at the venue — ResoFlow never took the money, so there's nothing to send back through Stripe: void the card and return the money to the customer yourself (cash or your own card machine).

The cooling-off position: buyers choosing straight-away delivery tick an express-consent box at checkout agreeing to immediate delivery, which waives the 14-day distance-selling cancellation right once the card is delivered — so refunds beyond that are your call (your own gift card terms apply). Buyers who schedule delivery for a later date are asked for no waiver and keep their 14-day cancellation right until the card is delivered — honour a pre-delivery cancellation with a full refund from the card's row (refunding voids the card and stops the scheduled delivery). At-venue sales have no statutory cooling-off. A part-used card has been accepted by use either way.

When a gift card paid for a booking or tickets

If your venue accepts gift cards at online checkout, a booking deposit or event ticket may have been paid partly (or fully) by gift card. Refunds of those follow one fixed rule at every refund path (the dashboard deposit refund, cancellation-policy auto-refunds, ticket cancellations, whole-event cancellations): the card payment refunds first, then the rest goes back onto the gift card — each side capped at what it actually paid, so nothing is ever refunded twice. A fully-spent gift card comes back to life when value returns to it. If the gift card itself was voided or refunded in the meantime, the returned value is flagged on the booking instead (the balance adjustment tool is the manual fix).

Voiding a card

Void kills a card outright — the remaining balance is forfeited and the card can never be spent. Use it for the at-venue refund flow above, a damaged physical card, or a card you believe is being misused. Voiding never moves money by itself.

Fixing a mis-keyed redemption

A wrong amount keyed in at the venue is fixed with Adjust balance — a signed correction with a required reason. An adjustment can restore balance (even reviving a card that was accidentally emptied) or remove it, but never above the card's original value.

Extending an expiry (and honouring an expired card)

Extend expiry moves a card's expiry to a later date (reason required — no password prompt, since it's goodwill bounded by the card's own balance). Extending an already-expired card brings it back to life with its forfeited balance restored — the right answer for the customer who turns up two days late. The pre-expiry reminder re-arms against the new date.

Resending a gift card email

Resend email re-delivers a card to its holder — with one important twist: codes are stored securely and can't be re-read, so a resend issues a fresh code (the email carries the new one, and the old code stops working the moment you press the button). That also makes it the right tool when a customer fears their code has leaked.

• A card whose delivery is still scheduled can't be resent — re-date or cancel the scheduled delivery from the row instead.
• If a scheduled delivery was cancelled, the resend goes to the buyer.

Who can do what

Redemption is its own permission (on by default for all roles). Corrections — void, adjust and refunds — sit behind the refund gift cards permission (owner/admin by default); extend and resend sit behind manage gift cards. All of them work on any plan, so a downgraded venue can still look after the cards it sold.

Related: Redeeming gift cards at the venue · How do I sell gift cards? · How do I set up gift cards?