Refunding a gift card takes two steps: refund the payment in the system where the customer paid (your POS, Shopify, or Stripe for web store orders), then make sure the gift card is voided in Wrapped so it can't be spent. Some refunds and voids do the second step for you. Check the card's status in Wrapped either way.
Gift cards usually aren't refundable, but your terms, local law or a particular situation may mean you choose to refund one.
This article is about refunding the purchase of a gift card. To give a customer a gift card as the refund for something else they bought, see Refund to a gift card in Shopify, Refund to a gift card in X-Series or Refund to a gift card in R-Series.
Step 1: Refund the payment
| Where the card was bought | How to refund |
|---|---|
| Your POS (Lightspeed, Square, Heartland and others) | Use your POS's normal refund or void process. |
| Shopify online store or Shopify POS | Refund the order in Shopify. |
| Your Wrapped web store | Find the order in your Stripe account and refund it from the Stripe dashboard. See Web store orders. |
| Issued from the Wrapped dashboard | There's no payment to refund. Just void the card. |
Step 2: Void the gift card in Wrapped
- Go to Gift cards › All gift cards and search for the card by its code, or use All filters › Order number.
- Open the card and check its status. If it already says Disabled, it's been voided and you're done.
- Under Notes, click Edit and add a note such as "Refunded to customer on 12 Oct".
- Click … (More actions) › Void gift card, then confirm.
Voiding sets the card's balance to $0 in Wrapped and in every connected sales channel, and marks it Disabled. See Void or delete a gift card.
When the card is voided automatically
| What you do | What Wrapped does |
|---|---|
| Fully refund a Shopify order that included a gift card purchase | Voids the gift cards bought in that order, sets them to $0 in every channel and clears the recipient and gift details from them. |
| Partially refund a Shopify order | Nothing to the purchased gift card. Void it yourself if the refund was for the card. |
| Void a sale in your POS (for example Lightspeed) that sold a gift card | Adjusts the card to $0 and marks it Disabled. It doesn't void the card inside Lightspeed. See Voiding a gift card sale or return in X-Series. |
| Refund a web store order in Stripe | Nothing. Void the card in Wrapped yourself. |
| Refund an order from the legacy storefront in Stripe | Voids the gift cards bought in that order. |
For other channels and other kinds of return, open the card and check it's Disabled. If it isn't, void it.
If the customer has already used part of the card
Voiding only removes what's left on the card. Decide how much to refund under your own terms, for example only the unused balance, which is shown as the Balance on the card's page before you void it.
Common questions
Does refunding a gift card reduce my revenue?
The refund itself happens in your POS, Shopify or Stripe, and shows in that system's reports. In Wrapped, voiding records the remaining balance as voided, so your gift card liability goes down, but the card's original value stays in the gift card list. See Revenue, voids and discounts in reports.
Does a refunded, voided card count toward my plan?
No. Voided cards don't count toward your gift card allowance. See How the monthly gift card allowance works.
Is the customer emailed when I void the card?
No. Wrapped doesn't send an email when a card is voided. Their wallet pass updates to $0.
I voided the card but didn't refund the payment
Refund the payment in the channel where the customer paid. Voiding in Wrapped never moves money.
I refunded the wrong card
Use Adjust balance on the voided card to put the value back. That reactivates it and pushes the balance to your sales channels.