Managing gift ticketing in Admin

Updated 28 October 2026 00:56

Before you start

Gift ticketing must be enabled on your platform before supporters can send gifts. Contact your Customer Success manager if it is not yet active.

Two email templates also need to be active before gifting goes live:

Gift Purchase Confirmation, sent to the supporter who buys the gift
Gift Received Confirmation, sent to each recipient at the send time

Go to Admin > Marketing > Emails > System Emails to check their status and publish them if needed. If either template is unpublished when gifting goes live, the transaction still completes but the supporter or recipient is not notified.

Gift statuses

Each gift within a purchase carries its own status. The available admin actions depend on this status.

Status	What it means	What you can do
Created	The purchase has not completed checkout	Cancel, edit recipients
Scheduled	Paid for, waiting for its send time	Cancel, edit recipients
Sending	Currently being processed	No actions available
Sent	Delivered to the recipient	No actions available
Send failed	Delivery did not complete	Edit recipients, which returns the gift to Scheduled
Cancelled	Cancelled before sending, funds reversed to the sender	No actions available

Scheduled gifts are picked up automatically every 15 minutes, so a gift sends at or shortly after the time the supporter chose.

Managing gifts in Admin

Cancel a gift

A gift purchase can only be cancelled before any of its funds have sent.

Go to Admin > Customers and open the sender's profile.
Go to Transactions > Transaction history and locate the gift purchase record.
Open the gift details page and select Cancel order.
Confirm the cancellation. The funds are returned to the sender's wallet balance.

Note: Cancellation applies to the whole purchase, not to individual recipients. Where a purchase has several recipients, every one of them must still be in Created or Scheduled status. If even one has already sent, the purchase can no longer be cancelled and the remaining recipients will send as scheduled.

Edit gift recipients

Recipient details can be edited while a gift is in Created, Scheduled or Send failed status.

Go to the gift details page via Admin > Customers > Transaction history.
Select Edit next to the recipient you want to update.
Update the first name, last name, email address or message.
Select Save.

Where a recipient was in Send failed status, editing their details returns the status to Scheduled so the gift can be sent again.

Note: Unlike cancellation, editing works per recipient. You can correct one recipient on a purchase where others have already sent.

Troubleshooting

When a gift fails to send

A gift moves to Send failed when delivery does not complete. There is no automatic retry. The gift will sit in that status until someone acts on it, so failed sends need to be monitored rather than waited on.

To recover a failed send, confirm the recipient's email address with the sender, edit the recipient details as above, and the gift will return to Scheduled.

When a gift is sent to the wrong recipient

Recipient email addresses are checked for format only. They are not verified against anything. If a supporter mistypes an address that happens to belong to a real person, the gift sends to that person and the funds land in their account.

Once a gift has sent there is no self-serve way to reverse it. Recovering the funds requires an operator to adjust the ledger between the two accounts manually. Raise this with Jumbo support rather than attempting it in Admin.

Gift fund expiry

Gift funds carry an expiry date set at the time the gift is created, drawn from a configured expiry period on your platform.

When the expiry date is reached, the platform reverses any unspent portion out of the recipient's account and records it as an expired redemption. The money is not returned to the sender. It stays with your organisation and is reportable, so your finance team can treat it as recognised revenue rather than an outstanding liability.

Setting the expiry period

The expiry period is configured per partner and is not editable in Admin. Contact your Customer Success manager to change it.

Note: When an expiry period is set, it applies globally to your platform. Any change made will affect all gifts going forward, not just new ones. Consider this before requesting a change.

A note on regulation

Important: Gift cards are a regulated product in Australia and expiry periods are subject to specific requirements under the Australian Consumer Law. Confirm your expiry setting with your own legal counsel before going live. Do not assume the platform default is compliant for your organisation.

Reporting

The following can be reported on for gift ticketing:

Total gift TTV, and the split between claimed, unclaimed and expired
The expiry date on each gift
Who sent gifts and who received them
Recipients who went on to start a VIP subscription
Accounts created through the gifting flow
The gift portion of any individual transaction, so real money and gift money can be separated in sales reporting

Unclaimed gift funds sit as a liability until they are either spent or expired, so the claimed, unclaimed and expired split is the view your finance team is most likely to want on a regular basis.

Bonus funds and gift purchases

By default, supporters cannot use an existing bonus funds balance to purchase a gift. They will see a warning at checkout and be prompted to pay the full gift amount using another method. Their bonus funds balance is not affected.

How supporters send a gift
How supporters receive and use a gift