Who is this for?
This article is intended for Gifted merchant partners who need help resolving technical issues, payment inquiries, or other urgent matters while using the Gifted Merchant Portal.
Overview
While most processes on the Gifted platform are automated and managed through the Merchant Portal, we understand that unexpected issues can arise—such as code redemption problems, payout delays, or login errors.
When that happens, our support team is here to help you resolve them quickly and efficiently.
When Should You Escalate?
You should contact Gifted Support if you encounter any of the following:
A gift code that cannot be found in the Merchant Portal
A customer complaint about an undelivered or unusable code
A technical issue with logging in or verifying codes
Missing or incorrect payout amounts
(Email directly: tenders.se.invoice@getgifted.com)Discrepancies in your transaction or redemption reports
Questions regarding your first-time setup or onboarding
How to Escalate a Support Request
Step 1: Try Basic Troubleshooting First
Before reaching out to support, please verify the following:
✅ The gift code is assigned to your store
✅ The customer has revealed the actual gift code (not just the gift card ID)
✅ Your login credentials are correct and up-to-date
These steps often resolve the most common issues.
Step 2: Contact Our Support Team
If the issue persists, escalate your concern using one of the following:
For general issues: onoffboard@getgifted.com
For payment-related questions: tenders.se.invoice@getgifted.com
Merchant Contact Form
Available through the Merchant Portal or our Help Center.
Be sure to include:
Store name and your contact details
A clear and concise description of the issue
Any relevant references: screenshots, gift card ID, or 4-digit code
Step 3: Follow Up if Needed
Our support team typically responds within 24 hours.
If your request is urgent, please include “URGENT” in the email subject line so we can prioritize your case.
Still Need Help?
If you’d prefer, you can also reach us using the Merchant Contact Form located just below this article.
We're here to ensure your Gifted experience is smooth and successful. Don’t hesitate to get in touch!