Root Cause

• Depleted gift card: The gift card has already been used, and the balance is zero.

• Expired or inactive card: The gift card is no longer valid or has been deactivated.

• Incorrect balance check: The system attempted to charge an amount greater than the remaining balance without a partial payment fallback.

Troubleshooting and Solutions

• Inform the customer that their gift card has no remaining balance.

• Ask the customer to:

  • Use a different payment method to complete the transaction.

  • Contact the card issuer if they believe the card should still have funds.

• Internally:

  • If supported, implement logic to allow partial payment with gift cards, followed by a secondary payment method.

  • Evaluate if you want to block prepaid cards at the entry going forward if there are more such failures happening.