Answered by Mukesh
Either of you can get in touch with us, though requests usually move faster when the buyer asks. You bought the card, so your purchase is the record we can match a question against, and that makes it simpler for us to check what was sent, where it went and whether anything went wrong on our side.
For anything to do with payment, cancelling, resending or changing where a card was delivered, please come to us yourself rather than passing it to the recipient. We are careful about who we discuss a purchase with, so we may not be able to share those details with someone who did not pay for it, even when they are holding the card.
The recipient is welcome to contact us directly about the card itself, for example if the message arrived with no code showing, or the code will not load on the brand site. In those cases we may still ask them to let you know, or ask you to confirm the request, simply because some fixes involve the original purchase.
There are limits worth knowing about. Once a code has been added to a brand account, the balance sits with that brand, and their own support team is the right place to go. What either of you can do after that point depends on the brand and the rules attached to that particular card, so we would rather check and tell you honestly than promise something we cannot deliver.