Merchant FAQ's

Questions about payments with merchants, merchant payments

Mar avatar
Written by Mar
Updated over a week ago

Here are some questions about merchants and payments:

Why is the merchant grayed out on the Fluz App?

Don't worry, this merchant is still part of our merchant list but is just currently under maintenance and should be back soon. Please check again at a later time.

In the meantime, if you've purchased gift codes from this merchant, you will still be able to access and use them. You can find your previously purchased codes in the Fluz App through the Menu button (your avatar) on the top right of the screen, then click "past purchases". If they're not in the "Active" tab, try under the "Inactive" tab.

Why is the Continue Button grayed out on the merchant page?

Great! You've selected the merchant you would like to purchase a gift card from. The merchant page should show you the following:

  • In-Store & Online (It should show you where you can redeem your gift card)

  • Cash Back Rate (This should be a range, for example 3-5%)

  • The Minimum and Maximum amount you can purchase your gift card for

Keep in mind, the if you enter an amount that's below or above the maximum, the continue button would remain gray and you would not be able to continue to the checkout page.

When will the merchant be available again?

If you're unable to find the merchant on the Fluz App, or if it's grayed out and cannot be selected, it most likely means it's temporarily under maintenance or out-of-stock. Don't worry! Our team's working very hard to make sure all the merchants on the app are always in stock and available.

We encourage you to check from time to time as the merchant could have already been restocked!

My order was cancelled by the merchant, can I get a refund?

Order cancellations are subject to each individual merchant's terms. Fluz ensures that the gift cards purchased through Fluz are working however, when the merchant cancels your order, we encourage you to reach out directly to them.

Orders may be cancelled for a variety of factors, but the most common reasons are:

  • item is out of stock

  • merchant needs to verify your payment method, typical reasons this happens are:

    • your billing address and shipping address is different

    • there was an error with your credit card payment (if the gift card does not cover total purchase amount)

    • merchant has detected that you have multiple accounts

    • your purchases / account violate their T&Cs such as refund abuse, purchasing too many discounted items etc.

Note: Typically, if there is an issue with the gift card, the merchant's website will not accept the payment during check out. You may encounter an invalid "gift card error". Therefore, it is unlikely that the gift card is the reason your order was cancelled.

Please reach out directly to the merchant as to why your order was cancelled.

Typically, the gift card balance returns back to the same gift card shortly after order cancellation. It may also be credited to your online "wallet" or account for that specific merchant. However, there have been instances where the gift cards seems to be lost or are "floating".

Please reach out to the merchant to ask for the gift card balance to be "returned" either to the same gift card, or a new gift card.

If you want to reach out to our support team, feel free to use the Chat option at the bottom of your screen or if you're on the app, go to Help and chat with us.

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