Managing Gift Card Customer Profiles
Overview
The customer profile for gift card holders provides visibility into card balances, validity periods, and usage patterns. Gift cards function as prepaid certificates that customers can spend on services—manage balances, track usage, and maintain customer relationships from one centralized location.
What you can do:
View card balances and validity dates
Add or subtract balance (points or monetary value)
Manage card expiration and activation dates
Send personalized push notifications
Adjust card status
Access customer feedback
Accessing customer profiles
Navigate to the left-hand menu
Click the Customers icon
Find the customer in the grid (search by name, email, phone, or serial number)
Click the customer's name to open their profile
Profile overview
Key metrics
At the top of the profile, view essential customer data:
LTV (Lifetime Value) Estimated average revenue this customer is expected to generate throughout their relationship with your business.
Current balance Available points or monetary value remaining on the gift card.
Card status Current state of the card (Installed, Not Installed, or Deleted).
Card expiration date When the gift card expires and can no longer be used.
Card valid from Date when the card was actually installed on the customer's phone and became active.
Segments Customer classification based on purchase behavior and other factors (RFM segments).
Feedback rating The customer's average rating from feedback submissions.
Card serial number Unique identifier for this customer's card. Click to copy.
Installed on device Platform where the card is installed:
Android: PWA (Home Screen) or Google Wallet
iOS: Apple Wallet
Total visits Aggregate number of times the customer has used the card or visited your business.
UTM tag Marketing channel through which the card was installed.
Card issue date When the gift card was originally issued to this customer.
Understanding gift cards
How gift cards work
Gift cards function as prepaid certificates with a balance that customers can spend on your services:
Key characteristics:
Cards have a monetary or points balance
Balance can be spent fully or partially
Points can be added multiple times
Balance can be deducted all at once or in portions
Ideal for gifts, promotions, and prepaid services
Common scenarios:
Customer purchases a gift card for $100
They use $30, leaving $70 balance
They return and use another $40, leaving $30 balance
Balance continues until fully spent or card expires
Balance vs. LTV
Current Balance: Remaining value the customer can still spend.
LTV (Lifetime Value): Total revenue generated from this customer, including all gift card purchases and any additional spending beyond gift card value.
Managing card balance
Adding balance
Increase the gift card balance for purchases, refills, or promotional bonuses.
Step 1: Access current balance
Locate the Current Balance section
Click the + (plus) icon
Step 2: Enter balance details
Value: Amount to add (required)
Purchase amount: Optional; enter if customer paid for this balance
Comment: Optional note explaining the addition
Click Apply
What happens when you add balance:
Current balance increases by the amount entered
LTV increases
Total visits increases by 1
Common scenarios:
Customer purchases a gift card ($100 added to balance)
Customer adds value to existing card ($50 added to $30 remaining = $80 total)
Promotional bonus added ($25 bonus for customer appreciation)
Refill after balance is depleted
Subtracting balance
Decrease the balance when customers redeem gift card value for services or purchases.
Step 1: Access current balance
Locate the Current Balance section
Click the - (minus) icon
Step 2: Enter deduction details
Value: Amount to subtract (required)
Purchase amount: Optional; enter if customer made a purchase
Comment: Optional note
Click Apply
What happens when you subtract balance:
Current balance decreases by the amount entered
LTV remains unchanged (already counted when balance was added)
Total visits remains unchanged
Common scenarios:
Customer redeems $40 of their $100 gift card for a service
Partial redemption ($25 of $100 used, $75 remains)
Final redemption (using last $15 of balance)
Correction for over-redemption
Important: LTV doesn't change when subtracting because the revenue was already recorded when the gift card was purchased (when balance was added).
Managing card validity
Understanding validity dates
Gift cards have two important dates:
Card Valid From: When the card became active (usually installation date). Customers cannot use the card before this date.
Card Expiration Date: When the card expires. After this date, customers cannot redeem remaining balance.
Modifying expiration date
Extend or adjust card expiration for customer service or promotional reasons.
Step 1: Access expiration settings
Locate the Card Expiration Date section
Click the pencil icon next to the date
Step 2: Select new date
A calendar appears
Select the new expiration date
The date updates automatically in the profile
Common reasons to modify:
Extend for customers who couldn't use card in time
Compensate for service issues or business closures
Promotional extensions for loyal customers
Honor special customer requests
Important: The card remains on the customer's phone after expiration but cannot be used for transactions. Extending expiration reactivates the card.
Managing card status
Viewing card status
The Card Status field shows whether the card is:
Installed: Active on the customer's device
Not Installed: Issued but not activated by customer
Deleted: Removed from the system
Changing card status to deleted
Delete the card when you want to remove the customer entirely from your system.
Step 1: Access card status
Locate the Status section in the profile
Click the pencil icon next to the status
Step 2: Delete the card
A Delete button appears
Click Delete
The card status changes to "Deleted"
Important: This removes the card from your system but does NOT remove it from the customer's phone. The customer must manually delete it themselves. However, the card will no longer function even if left on their device.
Why delete the card: You cannot delete a customer profile while their card status is "Installed." Changing the status to "Deleted" allows you to remove the customer from your database.
Personalized links
Card installation link
A unique link for this specific customer to install their card.
To copy: Click the Copy button next to the card installation link.
Use cases:
Send to gift card recipients who haven't installed
Resend if customer lost the original link
Provide during customer service interactions
Include with physical gift card packaging
Referral link
A unique link for this customer to share with friends.
To copy: Click the Copy button next to the referral link.
Use cases:
Encourage customers to share gift cards
Referral bonuses for card recipients
Word-of-mouth marketing
Sending personalized push notifications
Creating individual notifications
Send targeted push notifications directly to one customer from their profile.
Step 1: Access push notification
Click the Send Push tab in the customer profile
Step 2: Configure notification
Select the card (if customer has multiple cards)
Type your message in the message box
Optionally schedule the message for later delivery
Click Send
Important: Push notifications sent from a customer profile are delivered only to that specific customer, not to your entire customer base.
Use cases:
Remind about remaining gift card balance
Warn about approaching expiration
Thank customers for gift card purchases
Announce services available for gift card redemption
Re-engage customers with unused balances
Viewing custom fields
Accessing custom fields
Custom fields display business-specific information you've configured for your gift cards.
To view: Click the View Custom Fields tab in the profile.
Common custom fields:
Gift recipient name
Occasion (birthday, holiday, etc.)
Purchaser information
Special messages
Internal notes
Information tab
Customer personal information
View and edit complete customer details:
Full name
Contact number
Email address
Date of birth
Registration date
Device type
UTM source
Important note: Changes made to personal information in the profile do not affect the information displayed on the customer's card. Card information updates separately.
Feedback tab
Viewing customer feedback
Access all feedback submissions from this customer.
Available information:
Feedback ratings (star ratings)
Customer comments
Submission dates
Associated transactions
Filtering feedback
Customize feedback view to find specific information:
Time period filters:
Day
Week
Month
Year
Custom date range
Content filters:
Only comments checkbox: Show only feedback with written comments
Hide ratings without comments for easier review
Use cases:
Monitor satisfaction from gift card users
Identify service quality issues
Track redemption experiences
Find testimonials from happy recipients
Transaction history
Accessing transaction history
Scroll to the bottom of the customer profile to view complete activity.
What's included:
All balance additions (card purchases, refills)
All balance deductions (redemptions)
Dates and times
Purchase amounts
Comments and notes
Understanding transaction types
Balance added: Gift card purchased, refilled, or bonus awarded.
Balance redeemed: Customer used gift card value for services or purchases.
Manual adjustment: Backend correction or modification.
Best practices
Balance management
Track expiration proactively:
Monitor cards approaching expiration
Send reminder notifications
Offer extensions for good customers
Convert unused balances to loyalty points
Encourage full redemption:
Remind customers of remaining balances
Suggest services that match balance amount
Create urgency near expiration
Make redemption easy and clear
Gift card program strategy
Maximize revenue:
Gift cards are prepaid revenue (LTV recorded at purchase)
Track redemption rates
Encourage spending beyond gift card value
Convert gift card users to regular customers
Customer acquisition:
Gift cards bring new customers
Track UTM tags to measure effectiveness
Follow up with recipients after redemption
Convert one-time users to loyalty members
Data accuracy
Regular audits:
Review unredeemed balances
Check for expired cards with balances
Verify transaction records
Correct errors with clear comments
Clear documentation:
Add comments for manual adjustments
Note reasons for extensions
Track special accommodations
Document gift occasions
Communication strategies
Proactive outreach:
Welcome message after purchase
Installation reminders for recipients
Balance reminders for partial users
Expiration warnings (30 days, 7 days, 1 day)
Thank you after full redemption
Segmentation:
Different messages for purchasers vs. recipients
High-value card holders get VIP treatment
Unused balances get redemption encouragement
Near-expiration cards get urgent reminders
Frequently asked questions
What's the difference between adding balance and increasing LTV? Adding balance increases both the available balance and LTV. Subtracting balance only decreases available balance—LTV stays the same because the revenue was recorded when the card was purchased.
Can customers add value to their own gift cards? This depends on your business model. You can enable refills, or gift cards can be one-time purchases.
What happens to unused balance when a card expires? Typically, unused balance becomes inaccessible after expiration. Consider extending expiration or converting to loyalty points for good customer relations.
How do I handle a gift card refund? Subtract the balance and adjust the LTV accordingly. Add a comment explaining the refund.
Can someone other than the purchaser use the gift card? Yes, gift cards are typically transferable. The person who installs the card on their phone can redeem it.
Why does subtracting balance not decrease LTV? LTV reflects total revenue. When a gift card is purchased, that revenue is immediately realized. Redemption is just the customer using what they already paid for.
Will deleting a card from the profile notify the customer? No, customers are not automatically notified. The card simply stops functioning.
Can I see who purchased a gift card versus who's using it? Custom fields can track purchaser vs. recipient information. The profile shows who installed the card.
What if a customer loses their phone with a gift card? Send them the personalized installation link to reinstall on their new device. All balance information is preserved in your system.
How should I price gift cards? Gift cards are typically sold at face value ($100 card = $100 purchase). Some businesses offer bonus value (buy $100, get $110 card) as promotions.