How can we help you?

How are eGifts delivered?

Your eGifts are delivered by email the moment you press Send. Each recipient will be able to open their eGift on almost any device or platform as long as they have email and internet access. The GiftPay egift platform is compatible with almost all desktop or laptop computers running a modern web browser, and all recent smartphones and tablets.

The full GiftPay Express platform also offers delivery via SMS, printed voucher or URLs.

How can I send eGift Cards to other countries?

This GiftPay LiveLink can only send eGift Cards to recipients in one country. Recipients of your eGifts will only be able to redeem their gift at participating retailers within that country.

If you wish to send eGift Cards to a different country where GiftPay operates, you will need to set up a completely separate GiftPay Express account.

Yes, GiftPay eGift Cards expire, but the actual validity period and expiry date can change depending on what the gift card recipient chooses.

Gift cards in Australia, by law, must have a minimum validity of 3 years. However there are exclusions to this 3 year rule, including for single product vouchers (eg. movie or pizza vouchers) and for mobile phone recharge vouchers. These vouchers excluded from the 3 year requirement typically have only 6 to 12 months of validity.

GiftPay eGift Cards have a variable expiry date that works as follows:

1. Initially the Flexi eGift Card will be valid for 3 years from the delivery date.

2. When a recipient selects a retailer gift card, the expiry date of that retailer gift card applies.

   • If the retailer gift card expiry date is after the original Flexi expiry date, the entire Flexi eGift Card will be extended to match.
   • If the expiry date of the retailer gift card is before the original Flexi expiry, and that retailer card uses up the full value of the Flexi eGift, then the entire Flexi eGift Card will expire when the retailer gift card expires. In the case of movie, pizza and mobile recharge vouchers, that could be as early as 6 months after the gift card was sent.

What can I do if a recipient claims they never received their eGift?

Check the Reports page in Express to view the status of each eGift. The delivery report gives you the real-time status of each eGift. In addition, you have the following options:

1. Resend the eGift to the same email address
   This is useful if the recipient lost or accidentally deleted the eGift email. In the delivery report, find the recipient, then click Resend, and confirm. This will not send a new eGift Card, it will only resend a copy of the email linking to the existing eGift Card. There is no cost or fee associated with resending eGifts.
2. Redirect the eGift to a new email address
   If the email used to send the original eGift was wrong, you can redirect the eGift to a new email address. In the delivery report, find the recipient, click Redirect Gift, enter the new email address, and confirm. Note that the eGift sent to the original email address will be cancelled and a new eGift issued to replace it, so the original eGift will not be redeemable. There is no cost or fee associated with redirecting eGifts.
   
   Note it is not possible to redirect an eGift to a new email address after the original eGift has been opened by the recipient.

What happens if I deliver the eGift to the wrong email address?

GiftPay uses an industry leading email delivery platform and sophisticated techniques to send and track emails. However the accuracy of the delivery email address for your eGifts is your responsibility. If a gift email bounces, this is shown in the delivery report along with options for resending or cancelling the eGift.

If you become aware that the eGift has been sent to an invalid email address, you can redirect the eGift to the correct email address. Visit the Reports page, open the relevant delivery report, find the recipient, press Redirect Gift, enter the new email address, and confirm.

Can I cancel an eGift after it has been sent?

In certain situations it may be appropriate to cancel an eGift, for example if it was sent in error.

There is no cancellation fee if a gift is cancelled within 7 days of delivery. A fee of 20% applies if a gift is cancelled between 7 and 30 days after delivery. Cancelling a gift is not possible 30 days or more after delivery. To cancel an eGift, open the delivery report, find the recipient, click Cancel, and confirm.

It is not possible to cancel an eGift after the eGift has been opened by the recipient.

You are not able to cancel an eGift Card in order to claim back the value from a recipient simply because they have not yet opened or redeemed their gift. eGifts are valid for up to 3 years and in many jurisdictions the rightful recipient's entitlement to the eGift for the full validity period is protected by law.

A gift card email has bounced. What can I do?

When an email bounces, it means that the email was returned to sender because it could not be delivered. This will show in the delivery report as Bounced.

Check the email address for errors, and then review the possible reasons and suggested actions below.

How does a gift recipient redeem their eGift?

The recipient can redeem their eGift almost immediately, with just a few clicks. There is no registration required, and no apps to install. It's extremely simple and convenient.

A GiftPay printed voucher recipient will still need access to the internet, as they will be required to go online to access their eGift and make their retailer selections.

Where can gift recipients redeem their eGift?

You can view the redemption options here.

Note that where your recipients can redeem will depend on the value of the eGift Card. A lower value eGift Card (eg. $5 or $10) will have fewer redemption options than a larger value eGift Card (eg. $50 or $100).

If you wish to customise the redemption options, please contact us.

What can I do if a recipient claims they never received their eGift?

Check the Reports page in Express to view the status of each eGift. The delivery report gives you the real-time status of each eGift. In addition, you have the following options:

1. Resend the eGift to the same email address
   This is useful if the recipient lost or accidentally deleted the eGift email. In the delivery report, find the recipient, then click Resend, and confirm. There is no cost or fee associated with resending eGifts.
2. Redirect the eGift to a new email address
   If the email used to send the original eGift was wrong, you can redirect the eGift to a new email address. In the delivery report, find the recipient, click Redirect Gift, enter the new email address, and confirm. Note that the eGift sent to the original email address will be cancelled and a new eGift issued, so the original eGift will not be redeemable. There is no cost or fee associated with redirecting eGifts.
   
   Note it is not possible to redirect an eGift to a new email address after the original eGift has been opened by the recipient.
3. Cancel the eGift
   In certain situations it may be appropriate to cancel the eGift, for example if the eGift was issued in error. To cancel an eGift, open the delivery report, find the recipient, click Cancel, and confirm.
   
   There is no cancellation fee if a gift is cancelled with 7 days of delivery. A fee of 20% applies if a gift is cancelled between 7 and 30 days after delivery. Cancelling a gift is not possible 30 days or more after delivery.
   
   Note it is not possible to cancel an eGift after the eGift has been opened by the recipient.

Can GiftPay eGift Cards be combined by recipients?

If a recipient has two GiftPay Flexi eGift Cards, these cannot be combined initially. However, the recipient can choose to convert each Flexi eGift Card into the same merchant gift cards, and many merchants do allow their gift cards to be combined in one transaction.

What do my gift recipients need in order to be able to redeem a GiftPay eGift Card?

The only universal requirements are that they have access to the internet. Our eGift Cards work on almost any device or platform, including desktop computers, laptops, smartphones, and tablets such as the iPad.

If a gift recipient wishes to redeem their gift in-store, they will need a portable device such as a smartphone or tablet, or access to a printer so they can print out a copy of their retailer gift card.

If my eGift recipient chooses a charity donation eGift Card, how much does the charity receive?

If a recipient chooses a charity donation eGift Card, the full amount of the donation less a very small processing fee is passed directly to the charity. This processing fee covers the actual costs of processing and bank charges, and is typically 5% or less.