When an end-customer hasn't received their digital gift card, you don't need to issue a brand-new order—you can quickly resend the original code directly from the Tillo Hub.
This guide walks you through locating an existing digital gift card and reissuing it to a customer's inbox in just a few clicks.
Before You Begin
To reissue a code, you will need:
Active login access to the Tillo Hub: https://hub.tillo.io/login
At least one order identifier: the recipient's email address, the Client Request ID, or the gift code itself.
Step-by-Step: Reissuing a Code
1. Locate the Order in Order History
Log into the Tillo Hub. Using the left-hand navigation sidebar, select Order History.
2. Search for the Transaction
Use the search bar at the top of the Order History screen to find the specific order. You can filter by:
Email Address: The original recipient email used during order placement.
Client Request ID: Your unique internal reference ID passed via the API or batch order.
Gift Code: The alphanumeric code of the card (if available).
Hit enter or click search. Scroll down to view the matching results in your transaction list.
3. Expand Order Details and Review History
Locate the relevant order in the list and click on it to expand the order details.
Here, you can review the full transaction metadata and check the Reissue History to confirm whether the code has already been resent previously and to which address.
4. Reissue to the Recipient
Once you have confirmed you are viewing the correct order:
Click the Reissue Code button.
In the pop-up modal, enter the destination email address (double-check for typos or enter an updated address if the customer requested a change).
Confirm the action.
The system will immediately dispatch the digital gift card email to the specified address, ad provide confirmation.
Key Takeaways
No double billing: Reissuing resends the existing code; it does not generate an additional purchase or deduct from your float balance.
Audit trail: Always check the Reissue History within the expanded order view to track past resend attempts.
Address updates: You can send the code to an entirely new email address if the customer originally provided an incorrect one.
Need Extra Assistance?
Email delivery statuses are not shown in the Tillo hub. If you have any questions regarding why an email delivery failed (customer marked the address as spam/inbox full/email no longer exists) reach out to the Tillo Support team at servicedesk@tillo.io with your Client Request ID, and we’ll be glad to help trace the transaction.
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