Verify through a protected channel
Published September 10, 2026.
Use the approved lookup flow and collect only the identifiers it requires. Do not ask the customer to paste a full gift card number or PIN into chat, email, or case notes. Confirm the purchase channel and whether the card was physical or digital.
Reconcile the balance history
Compare activation, loads, redemptions, reversals, expiration rules, and transfers. Explain entries the customer is authorized to view, including date, amount, and channel, without disclosing another customer's information. A missing balance is a finding to investigate, not proof of fraud.
If activity is unfamiliar, secure the remaining value when policy permits and open the designated fraud review. Use consistent escalation criteria for urgency and ownership.
The FTC gift card scam guidance offers customer-safety context. Follow the payment data minimization routine throughout the review.
Make the outcome traceable
Record the verified events, amount in question, protective action, and next review time. Do not replace value outside the approved authority. Track common activation and redemption failures by seller and channel so product teams can correct weak points.
FAQ
Should a customer send a gift card PIN by email?
No. Direct them to the approved secure verification method.
Can an agent declare fraud from one unfamiliar transaction?
No. Protect the account and route the evidence to the authorized review team.