Operational Update: Customers Can Now Use Gift Cards Directly at Checkout

We’re excited to share an important update from the Payments team that enhances the Gift Card experience for customers. At this stage, this only applies to CS as Sales may have a different method.

What’s changing?

The ability to convert gift cards to credit is no longer available to customers.  Customers can pay for their bookings using gift cards directly at checkout. Multiple gift cards can be added to a single transaction, and any unused balance will be automatically converted into LE credit. 

What’s new?

• Customers can now add and apply multiple gift cards during checkout.
  • Please Note: A $1,500 redemption limit per order has been introduced for physical (Blackhawk) gift cards. 

Important for Agents:

While customers can no longer redeem gift cards for credit, agents will still have the ability to do this via spoof, but only with escalation approval for exceptional circumstances.

• Do not redeem gift cards to credit on behalf of customers unless you have explicit approval from Agent Support or a TL.
• In cases where a customer uses a gift card and the total booking cost is less than the card’s value, the remaining balance will be automatically converted to a credit.
• A purchase made with gift cards applied will now show as 'Gift Card' in the transaction history in Admin Portal.

Please visit the Zendesk Knowledge Article:
Gift Cards - Redeeming at Checkout

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 23rd June 2025, titled "Update - Customers Can Now Use Gift Cards Directly at Checkout" sent by Kristine L (Agent Support).