Managing Gift Receipts & Gift Returns in Redo
Gift receipts help your customers return or exchange gifts without involving the original purchaser. This article explains how gift receipt requests work in Redo, how to resolve them, and how to enable self-serve gift receipts to reduce support tickets.
Overview: How Gift Receipts Work
When a gift recipient wants to return or exchange an item, they may not have full order details. Redo supports this workflow through:
Gift Receipt Requests Dashboard (support-assisted)
Gift Receipt Management on an Order (support-assisted)
Self-Serve Gift Receipt Button in Order Tracking Emails (customer self-serve)
The goal is to give your team enough information to:
Identify the original order
Communicate with the gift recipient (“giftee”) directly
Enable a return or exchange without contacting the original purchaser
Where to Find Gift Receipt Requests
Gift receipt requests appear in the Redo admin under:
Returns → Gift Receipt Requests
This dashboard provides key details submitted by the gift recipient, such as:
Who the gift was from (if known)
What item they received
Any notes that help identify the purchase
Contact information for the gift recipient
Best practice: Use these details to locate the original order and confirm the matching item(s) before generating a gift receipt.
How to Locate the Original Order
Gift recipients often provide partial information, so you may need to search using Shopify filters.
Recommended Search Approach (Shopify)
Use Shopify’s robust filters to search by:
Purchaser name (if provided)
Product keywords
Timeframe (e.g., earlier this year)
Matching item attributes (e.g., included accessories, variants, bundles)
Example workflow:
Filter Shopify orders by the purchaser name included in the request.
Add a product filter using a keyword from the gift recipient’s description.
Review orders that match the description and confirm likely alignment.
Once you’ve identified the order, copy the order number to proceed.
How to Create a Gift Receipt in Redo
Once you’ve found the correct order in Redo:
Open the order in Redo
Select Manage Gift Receipts
Redo will display the items associated with that order
Select the item(s) the giftee needs to return or exchange
Enter recipient details (giftee contact information)
Click Create Gift Receipt
Important: Gift Receipt Creation Does Not Automatically Notify the Recipient
Creating the gift receipt generates the gift receipt record, but does not automatically send it to the recipient.
After creation, Redo will prompt you with sharing options, such as:
Copying a shareable link
Sending the gift receipt via email
Providing the link for your team to share manually
Alternative Option: Giftee Uses the Customer Portal
If you’d rather not share the gift receipt directly via email/link, you can also provide the giftee the information needed to access the portal.
Depending on your portal configuration, they may be able to log in using:
Order number
Shipping ZIP code (or similar identifier)
This allows the gift recipient to enter their own details and proceed.
Reduce Gift Receipt Requests with Self-Serve Gift Receipts (Recommended)
If you are using Redo Order Tracking, you can enable a Gift Receipt button inside your order tracking emails.
Why this helps
With the Gift Receipt button enabled:
Original purchasers can generate a gift receipt on their own
The giftee can later use the gift receipt to start a return/exchange
Your support team gets fewer inbound gift receipt requests during peak gifting periods
How it works for the customer
When the purchaser clicks the Gift Receipt button:
They can generate a gift receipt link or QR code
The QR code can “log in” the giftee to the gift receipt experience
The giftee can proceed without needing to contact support
This is especially valuable during holiday gifting periods when request volume increases.
Marking Gift Receipt Requests as Resolved
Once you’ve:
Located the correct order
Created and shared the gift receipt (or provided portal access)
Confirmed the giftee can proceed
You can return to the Gift Receipt Requests dashboard and mark the request as resolved.
Tips & Best Practices
✅ Use Shopify filters first — they’re often the fastest way to identify the original order.
✅ Confirm item match carefully — especially when orders contain multiples or similar SKUs.
✅ Share the receipt proactively — a link or email is usually the fastest option for the giftee.
✅ Enable self-serve gift receipts (via Order Tracking) to reduce inbound requests during busy seasons.
Need Help?
If you need help enabling self-serve gift receipts or customizing your gift receipt workflow, reach out to the Redo team and we’ll guide you through setup and best practices.