If a client claims they haven't received their gift card or client credit in ClubReady, the club should follow the below troubleshooting process to identify and resolve the issue.
1. Confirm the Transaction Was Completed
Ensure the purchase or issuance of the gift card or credit was actually processed.
- Navigate to Reports > Sales > POS Transaction Detail
- Search for the client’s name or the specific transaction.
- Check that the transaction was completed (not pending, declined, or failed).
If the gift card was purchased online, then have the client provide the following details:
- Date of purchase
- Purchaser's name, email and phone number
- The amount it was purchased for
- A copy of the email confirmation if one was sent
2. Verify Client Credit Was Issued
- Navigate to client’s profile > All Detail.
- The available client credit balance will be displayed and highlighted in GREEN
- Confirm it wasn’t used on another purchase.
- Client's profile > Invoices > Select the Payments Tab
3. Check Delivery Method
Gift cards can often be sent by email. If the client says they didn’t receive it:
- Confirm the email address on file is correct.
- Ask them to check their spam/junk folder.
If the system shows the item was issued, but it’s not appearing or redeemable, please reach out to ClubReady Support and provide us with the following details:
- Client’s name and email
- Transaction ID
- Date of purchase
- Description of the issue