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Error message:Gift Certificate Invalid - & it's not!!

edited Dec 3, 2019 3:00PM in General 4 comments

We have a customer trying to apply a gift certificate they got for Christmas to their order and it's giving them a message at checkout that says "Gift Certificate Invalid".  We have looked into it and can't figure out what the problem is.  It has been fulfilled and billed.  It hasn't been used by anyone else.  it should work!  What could it be?

Thanks,
Vicki

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