How do I get my gift card balance back?

[gingersnap03]

Hello, I received two Sephora gift cards for my birthday recently, one digital and one physical. I added both to my app and tried to place an order. It failed, and inputting the info again for the cards now show I have a $0 balance. I have no emails or notifications that my order was actually placed, the cart even has the same products still in there, like nothing happened- because nothing did, except the balance on my cards dropping to nothing. How do I get this money back? Also - this seems like a prevalent issue with gift cards, just looking in these forums here. It looks like I won’t be requesting or buying Sephora gift cards for quite a while.  

[LaurieBT]

Hi @gingersnap03,

I'm sorry to hear this and I'm happy to take a look in more detail. I'll send you a message shortly.

Best regards,

Laurie