Help with redeeming gift certificates

[Temp20221130cm]

Hello,
We have setup a button to sell PayPal Gift Certificates on our website and now have now been contacted by a few customers that there is no option in PayPal to redeem them during checkout. We just tested this using the Express checkout and sure enough we are unable to find a location to redeem. Documentation suggests there is a redeem code box but it is not there. 
I do not see any options in setup for anything that needs enabled.

Any suggestions? 

Thanks,
Jason

[DPCreations]

Did you try with standard checkout?

[vishnu007]

test

[cosmichooper]

FYI - After encountering this same problem and spending far too much time on the phone with customer support, I was told that PayPal is phasing out the gift certificates and that they can no longer be redeemed 😞

The only option that was given was for me to refund the buyer, which results in everyone losing...

- I lose out on the revenue

- The buyer now looks/feels bad since their gift failed, and is most likely embarassed

- The recipient of the gift certificate, who was initially happy & excited, is now sad & disappointed. This person is also most likely not going to say anything to the buyer.

- PayPal loses out on their fees as well as my faith in them as a company. I will be researching other options and hopefully not giving any more business to PayPal in the future.

Highly disappointing!