How do I redeem an iTunes code that does not have a box around it?

iI bought an iTunes gift and they received the email but it does not have a box around the code and they can't find a way to redeem it.

Howdy Roy,
It sounds to me like you have purchased an iTunes Gift Card and you’re having an issue redeeming it. I have linked to an article that may help in this situation:
If you can't redeem your iTunes Gift Card or code - Apple Support
Contact iTunes Store Support
If the code is completely scratched off or you still can't redeem your gift card, contact iTunes Support:
Go to the iTunes Store support page and choose your country.
From the menu on the left, choose Contact Support.
Click Contact iTunes Store Support.
Follow the instructions.
iTunes Store Support might ask you to send these things:
Image of the full front and back of your gift card
Sales receipt showing when your card was purchased
Serial number from your gift card
Thank you for contributing to Apple Support Communities.
Cheers,
BobbyD

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