Before you start
Have the customer's name, email address, or order details to hand before searching for their order.
1 ᐧ Ask the customer to check their spam
This is the quickest first step and resolves the majority of cases.
2 ᐧ Verify the customer's identity
Before resending any gift card details, confirm you're speaking to the right person. Use details from the order such as their delivery address, postcode, or the last four digits of their payment card.
3 ᐧ Find the order
Search for the order by name, email address, date and time of purchase, or amount paid. How to search for a gift card or customer.
4 ᐧ Check the email address
Once you've found the order, confirm the email address is spelled correctly. Look for common typos such as .con instead of .com.
5 ᐧ Resend the email
Click Actions at the top of the order page and select the relevant resend option.
📚 Note: Once a gift card is purchased, two emails are sent — the gift card itself, which includes the option to register the card and add it to Apple or Google Wallet, and an order confirmation if the order was paid.
Common issues
Strict work email accounts
Some work email accounts, particularly in industries like banking or government, have strict filtering rules that can block emails entirely; including spam. If this is the case, ask the customer if they have an alternative email address you can resend to, or suggest they speak to their IT team.
What Glu can tell you
While delivery to any specific email address cannot be guaranteed, we monitor deliverability to common providers like Gmail and Hotmail closely. We can confirm whether an email was sent and what response was received from the customer's email provider. Where an email has bounced, this information is shown under the email address on the order page.