Credit Not Applying To Order

Hi, I had a customer reach out to me to let me know her credit did not apply to her order. I checked her account and she still has a $20 credit on her account which was not applied to her order. Thanks so much for your help!!

This was the first time she purchased a credit and also placed an order so there were no previous credits on her account.

What payment option / method was used?

They had a credit that they purchased. This was an "eGift Card" that they purchased to be used toward their photo gallery when I sent that out. I'll send an email with detailed screenshots.

did they enter the code of the ecard? I do not think ecards are automatic, they need to enter the code.

The eGift card (credit) automatically applies to their order. They first purchase the credit and then at a later time, they purchase photos from the photo gallery and that credit automatically applies. I've had hundreds of orders go through and the credit automatically applies to the order. However, there have been a few instances lately where the credit is still on a customer's account after their purchase is complete. They then contact me to let me know the credit was not applied to their order.

I do not know how you are getting a eGift card to automatically apply, They must enter a redeem code. I sell eGift cards and they always have to enter the code. Here is a test. Appling credit and eGift cards work differently.

In admin when you go to eGift cards this is what you will see. This eCard was purchased and sent to the same email as the account. And no it did not automatically apply the credit. eGift cards are as close to cash as you can get.