E-commerce
July 1, 2026
A gift certificate can be seen as a gift card, a credit note, or a voucher. When the customer cannot find the code, does not understand the balance, or discovers an unexpected condition, they may feel as though they are losing a value that has already been paid for.
The chatbot must explain how the certificate works, verify the available information, and protect the code as sensitive data. It can guide the customer, but it must not re-issue or credit a value without validation.
This guide explains how to manage gift certificates with an AI chatbot, from checking the balance to potential replacement.
Summary
Why do gift certificates cause confusion?
The customer sometimes uses the words "gift card", "voucher", "credit note" or "certificate" to refer to the same thing. However, each format may have different rules: validity period, usage channel, partial balance, replacement or not.
The chatbot must therefore start by clarifying the type of credit before responding. This avoids promising a rule that is valid for another product.
When a certificate represents money or a benefit, accuracy matters more than speed.
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What information should be checked?
The bot must verify the certificate type, the purchase or issue date, the purchase channel, the available balance, the potential expiration date, and the status of the code.
It must also request proof of purchase or a reference only if it is necessary. A request that is too broad can worry the customer and expose unnecessary data.
How do I handle a lost code?
If the customer has lost the code, the chatbot can explain that the replacement is subject to verification. It can request the order reference, the purchase email, or the purchase channel, but it must avoid asking for the full code in an unsecured space.
The message must remain reassuring: “I will help you find the necessary information to verify this certificate.”
How do you explain the balance?
The balance may be total, partial, expired, blocked, or already used. The bot must explain what the visible status means and specify if a human verification is necessary.
If the balance does not match what the customer expects, avoid jumping to conclusions too quickly. Prior use, a cancelled order, or a synchronization delay may explain the discrepancy.
Which conditions should be made visible?
The chatbot must explain whether the certificate can be used online, in-store, on certain products, with promotions, or in multiple installments. It must also specify the expiration limits if any exist.
This information must be provided in simple language, without redirecting the customer to a difficult-to-read policy unless official detail is necessary.
Which flow to follow?
The flow must identify the value without exposing it unnecessarily.
Clarify whether it is a certificate, a gift card, a credit note, or a promo code.
Verify the purchase, issuance, status, and known balance.
Explain the terms of use in simple language.
Request proof only if it is necessary.
Escalate replacements, disputed balances, or suspected unauthorized use.
Which messages should be used?
For a lost code: "I can help you check the certificate with the purchase reference or the email used, without displaying the full code here."
For a balance: "The visible balance depends on the uses already recorded. If this amount does not seem correct to you, I can forward it for verification."
For a condition: "This certificate may be subject to rules of use. I will explain those that apply to your case."
When to transfer?
The transfer is necessary if the certificate must be replaced, if the balance is disputed, if the customer suspects fraudulent use, if the code cannot be found, or if an expiration is disputed.
The bot must transmit the type of certificate, the purchase reference, the status, the exact request, and the available evidence, without copying the full code unless it is essential.
Which KPIs should be monitored?
Track lost codes, disputed balances, replaced certificates, disputed expirations, gift card mix-ups, and cases transferred for security.
These metrics show whether terms are understandable and whether customers know where to find their certificates.
Which mistakes should be avoided?
Avoid confusing a certificate, gift card, and credit note, asking for the full code without need, promising an immediate replacement, or modifying a balance automatically.
The chatbot must treat the certificate as a sensitive customer value, providing clear help and precise limits.
How can Qstomy help?
Qstomy can connect the chatbot to support rules, orders, the cart, and customer context to answer accurately, and then hand over sensitive cases with a clear summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an action that still requires human validation.
Explore AI support, the AI sales agent or request a demo.
Key takeaways
Key Takeaways
A gift certificate must be clarified before any response regarding the balance, usage, or replacement.
What the Customer Needs to Understand
The customer must understand the type of credit, the conditions, the status, and the necessary proof.
The Chatbot's Actual Limits
The chatbot can guide and verify, but it must transfer replacements, disputed balances, and suspected unauthorized use.
Enzo
July 1, 2026
