I’m frustrated, and want this to work!

Smartypig gift card did not get sent to recipient

I sent a gift card to someone NOT already on smartypig, and they never received an email. Why? How long does it take? I double checked the email address.

Also, I thought the gift card interface was a bit tough to use, and it was wierd that I couldn't put that money towards a specific savings goal.
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  • I’m confused
    I got a receipt in my email, but theres no record of me sending it in my smartypig account
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  • @Evbart,

    We can look into this in greater detail on Monday for you. Simply contact customer support on Monday if you have any additional questions.

    If you sent a gift card to someone, they will not receive the gift card via email until your order is processed. This usually takes 1-2 business days and should be noted in the email you received. Your friend should receive an email from SmartyPig by Tuesday at the latest.

    Please elaborate a bit more on what part of the interface was troublesome. We'd love to get your feedback. If you are sending someone a SmartyPig gift card, you do not specify a "goal" when doing so. It's like sending someone an iTunes gift card. You don't specify what music that person should buy, you are just sending them a gift card they can in turn redeem. And if the person you are sending to does not have a SmartyPig account yet, they would not have any goals created.

    Thanks again for your feedback!
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  • Cool. The email makes no mention of the gift card taking several days to send, and I'm pretty sure I didn't see anything talking about it while I was creating the gift card.

    You should make this very clear, because this is not what people expect when they send gift cards.

    I also wanted to get a preview of what the message would look like when it was sent (formatting and all).

    Do I get a confirmation or notification when its finally sent?

    I'm expecting it to go out today or tomorrow, so I want to know if its been done or not.
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  • @evbart,

    Great suggestion on the email and the preview. I agree the email should be very clear and we'll get that fixed up ASAP. And the preview would make a nice enhancement for a future update/build to the site. I really like that idea!

    You will receive a notification once the gift card is accepted or denied.

    Thanks again!
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  • I never got an email confirmation, but my friend told me they received the gift card.

    This is definitely going to raise some eyebrows.
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  • I’m feeling better
    I got it, but only after they accepted the gift card. It took them a while to go in and fill out all the information.

    You definitely want to make this process smoother since its a great way for you to grow your user base!
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  • EMPLOYEE
    I’m looking forward to improving our site!
    @evbart,

    Agreed. And you made some great points and suggestions above and I look forward to working with our development team to improve the process. We appreciate the feedback!
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  • I’m frustrated
    I am ANGRY because now the money is tied up and I can't send it to my boyfriend in another way! I doubt I would have bought a gift card for him here if it had stated there is a wait. I have NEVER seen place that makes you wait for a e-gift card!
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  • I’m frustrated
    Yep, this should be a top priority, because this is how your application will spread virally!

    If its not super easy to get signed up and to invite other people/send them gift cards, then you're wasting a lot of momentum.
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  • EMPLOYEE
    I’m hopeful we will get this right!
    @Cuppycake & @evbart,

    Thank you for sharing your comments and concerns. In regards to the purchasing of an electronic gift card, per the original comments above from @evbart, a few weeks ago we made one immediate change to the confirmation receipt email back to the purchaser indicating that the recipient will not receive the email containing the e-gift until the following business day.

    Within the next week, we have some additional text that will be displayed during the purchase of the e-card making it clear to the purchaser that it takes one business day to process the order via a credit card at which time the e-gift will be sent to the recipient. I would agree that displaying this prior to purchase will allow users to make a better informed decision.

    Why the one day? Well, as you are purchasing and sending a cash gift of money to be redeemed into a SmartyPig account (funds being held at West Bank and FDIC insured) we have specific guidelines and regulations for why there is a mandatory one business day processing time period.

    Purchasers are notified immediately once the gift card has been redeemed.

    I hope the combination of these two notifications will help clarify how SmartyPig e-gifts work. With that said, redemption of our e-gifts will always demand that the recipient must have a SmartyPig account and goal setup before the e-gift can be redeemed.

    Please feel free to post here or email me anytime at mferrari (at) smartypig.com.

    Thank you!

    Mike Ferrari, co-founder
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