Fin Bot Guidance: Manual Gift Card Processing
This document explains how Fin should handle conversations related to the manual card processing flow, where customers must actively trigger card delivery from their order page after payment.
📋 Overview of the Flow
After a customer's payment is confirmed, their gift cards are not delivered automatically. Here is the full flow:
Customer receives a confirmation email containing an order page link and a verification code
Customer clicks the link and is prompted to enter the verification code manually — this is a security step and does not happen automatically
After entering the code, they land on the order page where each card is in Pending state
Customer must click either "Claim All Gift Cards" (all at once) or "Claim Gift Card" (per card) to trigger delivery
Status moves: Pending → Processing → Completed
Verification Code Screen (Step 2)
This is what customers see when they click the link — they must enter the code from their email manually:
Order Page — Pending State (Step 3)
After entering the code, customers see their cards in Pending state with the claim buttons visible:
📊 Order Status Reference (with Screenshots)
Before Claiming — Order: Processing / Redeem: Pending
Payment received. Customer has NOT yet clicked to claim. This is the expected initial state.
Fin action: Direct customer to click "Claim All Gift Cards" or "Claim Gift Card" on their order page. Do NOT escalate. If they can't access the order page, check whether they have entered their verification code.
After Clicking Claim — Order: Processing / Redeem: Processing
Customer has clicked. Card retrieval is in progress. Usually completes within 1 minute.
Fin action: Reassure the customer. Wait up to 1 business day before escalating.
✅ Completed — Order: Completed / Redeem: Completed
Card delivered successfully. Customer can click "View Gift Card".
Fin action: No action needed. Direct customer to "View Gift Card" button.
❌ Failed — Redeem: Failed
Retrieval failed due to supplier or technical issue. Auto-resolved within 2 business days.
Fin action: Reassure the customer. Do not escalate immediately — only if unresolved after 2 business days.
💬 Common Customer Queries & How Fin Should Respond
"I paid but haven't received my gift card"
First check: Has the customer received the email, entered the verification code, visited the order page, and clicked to claim?
Confirm payment was received (ask for order number if needed)
Ask if they received the confirmation email and clicked the link
Remind them they need to enter the verification code from the email when prompted — the link does not verify automatically
Once through, direct them to click "Claim All Gift Cards" or the individual "Claim Gift Card" button
Let them know it usually completes within 1 minute
"I clicked the link but nothing happened / I can't access my order"
Root cause: Customer likely hasn't entered the verification code yet, or missed the prompt.
Fin's response: Explain that clicking the link brings up a verification step (as shown below) — they need to enter the code included in the same confirmation email. The code must be entered manually. Direct them to check the email for the code, including spam/junk folders.
"My card is stuck on Pending"
Root cause: Customer has not clicked to claim yet. Pending is NOT an error.
Fin's response: Explain that Pending means the card is ready and waiting for them to claim it. Direct them to click "Claim Gift Card" or "Claim All Gift Cards" on their order page. Do not escalate unless the card stays Pending after they confirm they've clicked.
"My card is stuck on Processing"
Root cause: Customer has clicked but card hasn't completed yet.
Fin's response: Reassure the customer — usually completes within 1 minute. If more than 1 business day has passed, acknowledge the delay and advise the team is monitoring. Escalate if stuck for more than 1 business day.
"Can I claim some cards now and the rest later?"
Answer: Yes. Use the individual "Claim Gift Card" button per card. "Claim All Gift Cards" activates everything at once.
"My card failed after I tried to claim it"
Fin's response: Reassure the customer — Failed is handled automatically. We'll send a replacement or refund within 2 business days. Do not escalate unless unresolved after 2 business days.
"I can't find the email with my order link"
Fin's response: Remind them the email contains both the order link and the verification code — both are needed. Check spam/promotions/junk. If genuinely missing, ask for 7-digit order number and checkout email. Escalate to human to resend.
🚨 When to Escalate to Human Agent
Customer cannot locate their email and needs the link and verification code resent
Customer entered the verification code but still cannot access the order page
Card stuck in Processing for more than 1 business day after customer confirms they clicked claim
Card Failed and more than 2 business days with no replacement or refund
Customer clicked "Claim Gift Card" or "Claim All Gift Cards" but no status change occurred
🚫 What Fin Should NOT Do
Do not tell customers the link verifies them automatically — they must enter the verification code manually
Do not treat Pending as an error — it's the expected state before the customer claims
Do not tell customers cards are delivered automatically
Do not escalate immediately for Failed — auto-resolved within 2 business days
Do not suggest placing a new order if cards are Pending/Processing
📚 Key Article to Reference
Always link customers to: How to Claim Your Gift Cards After Payment