There may be instances where a guest reaches out asking to have an egift email resent because the guest they purchased an egift card never received it or the guest they sent it too lost the email. In these cases, you have the ability to resend the email from within the Paytronix Merchant Portal but you will need some information from the guest:
Ideally the Order #, often referred to as the Web Order #. This is listed on both the egift email the purchaser and recipient receive.
If the person requesting the resend does not have the order #, you will need at least the date the purchase was made and the email address used for the recipient. If they can also provide the email address they used as the purchaser and the amount of the egift card(s) that will also help.
Once you have this information you can track down the egift order as follows:
Note: If provided the order #, you can skip right to Step #7
In the PXS Merchant please go to Report Center>Run Reports and under Other Reports select click on Detail for Web Order Fulfillment. This will take you to the General Web Order Fulfillment Detail Report.
In the Data Range section, in the Manual Data Entry fields enter in the date when the egift was purchased. If you do not have a specific date, you can enter in a range or use the Quick Date.
For theWeb Sale Program, select Web eGift.
Select yourOutput Type, i,e. XLSX.
Click Submit. This will generate your report and show all of the egift purchases on the date(s) you entered.
Open the report. You will be able to see information for each egift purchased in that timeframe including the email address for the purchaser and recipient. Using the information you were provided, look for the particular egift purchase. If you find it, column B is theOrder Number. Copy that number.
Remaining in the Paytronix Merchant Portal, go to Customer Service>Web Order Lookup.
Enter in the Order Number you copied and click Submit. You will be taken to the Web Order Lookup page and you will see all details for the order you looked up.
At the bottom of the page, check the Delivery Status column. If it shows "Completed", you can click the "Update Purchaser Email Address and Resend All Messages" button to resend the egift email to the purchaser and recipient or you can just click the "Update and Resend" button and this will only resend the email to the recipient. If the Delivery Status shows as "Created" or "Suspended" there was an issue with the egift purchase and you will be unable to resend the egift email. For this scenarios, please contact Paytronix Support at [email protected]. Please be aware that in some cases the Delivery Status will show "Created" if a gift card has a future send date. For example, if an egift card was purchased on 12/1 but the delivery date is 12/15. In those instances, the Delivery Status will show as "Created" until the egift card is sent at the future date and then it will change to "Completed".
Note: If by chance the billing and/or recipient email address was mistyped, you can update and then click the appropriate button to resend the email to the correct email address.