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Answer a gift receipt request

Gift returns need care. The person asking is often not the buyer, and the buyer may not want the price shown. Give them an easy way to exchange or take credit without any awkwardness.

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Ask what they need

Find out whether they want a gift receipt before shipping, or are returning a gift they already hold. The steps differ.

Hide prices where you can

Offer a gift receipt or packing slip that shows the item without the price. Say how to request it at checkout.

Offer store credit or exchange

Without proof of purchase, many shops give credit at the current price instead of a refund. State your rule in the first reply.

Protect the buyer's details

Do not share the buyer's name, address or payment details with the recipient. Ask the buyer to contact you if a refund is needed.

Make it easy next time

Add a gift option at checkout and put the gift return steps in your help center.

Track gift tickets

Tag gift requests. A rise after a holiday is a cue to improve the gift option before the next one.

Questions

Can a recipient get a cash refund?

Usually the refund goes to the buyer. Offer credit or an exchange to the recipient instead.

What if there is no receipt?

Look up the order with the recipient's address or the buyer's help, and decide by your policy.

Is a gift receipt required?

Not always. Say clearly what you need and what you can do without it.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.