I can't find the order for a gift card previously purchased, and my customer cannot redeem her code

Site URL: https://wildwaysvintage.com/

This past Christmas, I signed up to sell gift cards on my site, prompted by Squarespace to do so as their effort to help businesses in the time of COVID.  The listing is now no where to be found, and any gift-card orders that came in have no corresponding record of the purchase.  

A customer reached out saying she was having trouble redeeming her gift card for my shop, that her friend purchased at Christmas.  I searched under orders in the commerce section for her friend's name, for "gift card", for the amount specified, and there is no trace of this.  

The gift card looks legit, I have no issues there.  But I have absolutely no record of this transaction.  Does anyone know how to look up gift card purchases to see this information?  I want to be able to verify the purchase, and provide a discount code instead if that's my only option.  

Additionally, if the code was working, would she enter the gift card code into the "discount" box at checkout?  I noticed in the Squarespace info page on gift cards, there was a "gift or promo" box... is this the same thing?  

Any help you can give me would be appreciated.  Thank you. 

go to Commerce and at the far right, beside Export, click on VIEW GIFT CARDS

and yes, the code is entered in the "discount" box at checkout OR at the Payment step -- there will be a spot there to enter the gift card code:

Thank you for your reply.  I went to the commerce area, and to the export button location.  It doesn't have a
"View Gift Cards" button, only the export button.  Any thoughts?  Thanks for your help!

what plan are you on?

I'm on the basic commerce plan

3 hours ago, WWV said:

It doesn't have a "View Gift Cards" button

Gift Cards are available on all plans that support Commerce, so you should be able to view gift cards using this link (this is specific to your site and you'll need to be logged in):

https://wildwaysvintage.squarespace.com/config/commerce/orders/gift-cards

If you cannot see them, I recommend you get in touch with Squarespace Customer Care as they can help you to troubleshoot this. You can reach out to them here.

Thanks for your help Paul.  When I download the file, there's no data in the report, just labels, so I'll have to contact customer care.  Thanks again!

Just now, WWV said:

I'll have to contact customer care.

I'll be interested to know how you get on.

Hi Paul2009, I'm having the exact same issue. But two things are happening:
1st customer: Customer can't use their gift voucher and there's no record of their purchase. 
2nd customer: Customer can't use their gift voucher, I can see their purchase but can't redeem.

commerce > orders> view gift cards> 

Customer Care is not working, and Live chat is offline.