How to Top Up Gift Card Balances

The Top Up feature allows you to add credit to existing gift cards that have already been issued to customers. This is useful for customer service scenarios, such as correcting incorrectly discounted card balances. To top up a gift card, navigate to the "Issued Gift Cards" section in your Go Gift Cards admin, locate the specific gift card you want to credit, and click the "Actions" dropdown. Select "Top Up Balance" from the menu, then enter the amount you wish to add and an optional note for your internal records (e.g., "Customer service credit for delayed order").

When you add a top-up, the credit is immediately applied to the customer's existing Shopify gift card, and they will receive an automated email notification showing the amount that was added to their card. The email displays the credit amount, not the new total balance, so customers will need to check their gift card to see their updated balance. It's important to note that the top-up will appear as a new entry in your Issued Gift Cards table, but it will be linked to the same gift card code as the original card—this helps you maintain a complete audit trail of all credits applied to each gift card.

The Top Up feature is available for all gift cards that have been successfully created in Shopify (indicated by having a gift card code). If the "Top Up Balance" option is disabled for a particular card, it means the gift card hasn't been fully processed in Shopify yet or there was an issue during creation. Only cards with a valid Shopify gift card ID can be topped up, as the system needs to connect to Shopify's platform to apply the credit in real-time.