Virtual Gift Cards: Setup, Redemption, and Troubleshooting
Rivo supports gift card rewards that let customers redeem points for a Shopify gift card code they can use on future orders.
This guide covers eligibility, setup, redemption behavior, and common troubleshooting steps.
Eligibility and prerequisites
Gift card rewards are available for eligible Shopify Plus stores.
Before you can add a gift card reward in your loyalty program:
Your store must be on Shopify Plus.
Gift card rewards must be enabled for your account.
If you do not see Gift Card as a reward type in your reward options, contact support to confirm eligibility and enablement.
Set up a gift card reward
In Rivo admin, go to Programs > Points.
In Redeeming Points, click Add Another Reward.
Select Gift Card.
Configure your reward:
Reward title
Points cost
Gift card value
Optional expiration for redeemed rewards
Click Create Reward.
Once enabled, this reward appears to eligible customers in your loyalty redemption options.
How customer redemption works
When a customer redeems a gift card reward:
Their points are redeemed through the normal loyalty redemption flow.
A gift card code is created at redemption time.
The redeemed gift card appears in their available redeemed rewards.
The code can be used at checkout like any standard gift card code.
If your points redeemed notifications are enabled, customers may also receive your standard redemption notification.
Operational behavior and limits
Reward value and points value
You control the gift card amount and point cost when creating the reward.
Expiration
If reward expiration is configured on the reward, the redeemed code follows that expiration window.
Redemption records
Gift card reward redemptions are recorded in your redemption history like other rewards.
Refund and revoke behavior
Gift card reward redemptions are not supported in automatic reward refund/revoke flows.
Troubleshooting
I don’t see “Gift Card” in reward types
Check that your store is Shopify Plus and that gift card rewards are enabled for your account.
Customer says they didn’t receive a code
Have the customer check:
Their redeemed rewards area in the loyalty experience
Their email inbox and spam folder (if email notifications are enabled)
Redemption fails when customer tries to redeem points
Common causes:
Customer does not have enough points for the reward
Reward configuration is invalid or disabled
Temporary platform error during code creation
If the issue persists, contact support with the customer email, reward name, and redemption time.
Best practices
Offer multiple gift card reward tiers (for example, low, medium, and high point costs).
Keep the reward title clear so customers understand the exact value they will receive.
Pair gift card rewards with promotional email campaigns to improve redemption rates.