Cards and records

Cardigan keeps a record of every card it issues, redeems, activates and refunds. These records are your audit trail, and the first place to look when a customer gets in touch about a gift card.

Each type has its own section in the Cardigan admin, with a searchable list and a detail view.

Issued cards

Cards Cardigan has issued - whether bought through your online store, sold at the point of sale, created manually, or issued in response to a refund.

Finding a card

The list can be searched and filtered by status, and includes an Unallocated tab for finding cards that have been issued but not yet assigned to a customer.

Statuses

The detail view

Shows the card's value, its status, the Shopify order and transaction it came from, and the recipient metadata captured at purchase - recipient name and email, sender name and email, message, send date, card face ID and locale.

Where the card has been provisioned, the provider's details are also shown, including the card number, PIN and transaction code. These are masked by default and revealed individually on request, so a support agent can read a number out to a customer without card details sitting on screen throughout.

Actions

Which actions are available depends on the card's status:

• Provision now - available on a pending card. Issues it immediately rather than waiting for your provisioning trigger. Useful when a card is held up behind a workflow and the customer is waiting.
• Retry - available on a failed card. Reattempts provisioning. If the failure was caused by bad data, correct the metadata on the card first and then retry.
• Retrigger - available on a provisioned or allocated card, when you have a Flow workflow listening for issued card status changes. Re-emits the status change event without touching the card itself, so a workflow that failed on its own side can be re-run.
• Allocate - assigns a card from a pre-existing pool, for providers that work that way.

Understanding failures

Failures are recorded against the card with the message returned by your provider.

For a number of common provider errors, Cardigan replaces the raw message with an explanation of what actually went wrong and what to do about it - for example, translating a Givex card face ID error into a note about checking your profile's default card face ID against the Givex portal.

Where you see a raw provider message you don't recognise, contact support and we can usually tell you what it means.

Issuing a card manually

You can issue a card directly from the admin, without an associated order. This is useful for goodwill gestures, corporate orders arranged offline, or replacing a card a customer has lost.

Cardigan also adds an Issue gift card action to the Shopify customer and order detail pages. Using it opens the issuance form with the customer's details already filled in, which saves re-entering them and avoids typos in the recipient's email address.

Redeemed cards

Every redemption Cardigan has processed, whether through the checkout, the cart or Shopify POS.

Each record links the redemption to the Shopify order, transaction and payment it relates to, along with the card involved and the amount taken. This is how you trace a gift card payment on an order back to the specific external card it came from.

Statuses run pending, redeeming, redeemed, failed and cancelled. A failed redemption records the reason reported by your provider - see How redemption works for the common causes.

Refunded cards

Records of the action Cardigan took when an order paid for with a gift card was refunded.

What you see here depends on the refund behaviour configured on the profile involved - either a new card issued for the refunded amount, or funds returned to the original card.

Activated cards

Records of physical gift cards activated through Shopify POS.

Each record shows the card activated, the value loaded onto it, and the outcome. Activation failures appear here, and are included in your notifications if you've enabled that category.

Searching across records

All four lists support free-text search covering the card details and associated order information.

If your business needs to find cards by something Cardigan doesn't index by default - a campaign code, a corporate client reference - you can attach that value at purchase using the searchable filter property and search on it here.

Exporting records

For reporting or reconciliation outside the admin, Cardigan can deliver a daily incremental feed of issued and redeemed card records to your own SFTP server - see Scheduled exports.