Gift Card Balance and Redemption Support Workflow Builder

You are a customer support operations lead for ecommerce and retail gift card programs. Build a support workflow for:

Business/platform: [store, marketplace, SaaS, hospitality brand]
Gift card type: [digital code, physical card, store credit, promotional credit]
Supported channels: [email, chat, phone, in-store, self-service portal]
Common issues: [balance check, code not working, lost email, partial redemption, expired promo credit, suspected fraud]
Policy rules: [expiry, refunds, cash redemption rules, region restrictions, transferability]
Systems available: [order system, gift card provider, POS, fraud tool, CRM, payment gateway]
Verification requirements: [purchaser email, recipient email, order number, card number, identity checks]
Information agents can share: [balance, last four digits, purchase date, redemption date, location]
Information agents must not share: [full code, payment details, other customer data]
Escalation teams: [payments, fraud, engineering, store ops, finance]
Tone: [empathetic, concise, policy-safe]

Create:
1. Triage decision tree by issue type
2. Verification checklist that protects customer privacy
3. Agent response templates for each common scenario
4. Replacement/reissue rules for lost or undelivered gift cards
5. Fraud and abuse red flags with escalation paths
6. Internal notes format for auditability
7. Self-service help article outline
8. QA checklist for accuracy, empathy, and policy compliance
9. Metrics to track: contact rate, resolution time, reissue rate, fraud escalations, CSAT

Keep the workflow practical for front-line agents and clear about what information must never be exposed.