> For the complete documentation index, see [llms.txt](https://docs.giftcardfactory.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.giftcardfactory.app/campaigns/gift-card-postman/faq.md).

# FAQ

#### 1. Customer didn't receive the purchased gift card

Open the campaign dashboard (**Campaigns → Your campaign name**) and find the run in the runs table. You can search by **recipient email** or **order**.

* Check the **Status** column. If it is **Error**, select the row and click **Show logs** to view the processing log.
* From the same row actions you can also use **Send now** to resend the gift card.

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#### 2. Customer entered an incorrect recipient email or delivery date

Open the campaign dashboard, find the run in the runs table and select it.

* Click **Update** to change the recipient email, scheduled delivery date or gift card value.

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#### 3. I need to resend the gift card to a customer

Open the campaign dashboard, find the run in the runs table and select it.

* Click **Send now** to resend the gift card.
* **Important:** When resending, the **default Shopify gift card email** is used, not the campaign's email template.

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#### 4. I need to stop a scheduled gift card from being sent

Open the campaign dashboard, find the **Scheduled** run in the runs table and select it.

* Click **Cancel** to stop the run from being processed.

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#### 5. Why are my dashboard metrics empty or partial?

Statistics are only collected from **April 4th, 2026** onwards. Runs created before that date are still listed in the runs table but are not reflected in the summary cards or charts.

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#### 6. The custom gift card value field isn't showing on my product page

* Make sure **Enable custom gift card value** is turned on in your campaign settings and the campaign is **active**.
* The field only appears once the **Custom** denomination is selected on the product page.
* It is shown only to customers shopping in your store's **default currency**.
* Confirm the Gift Card Postman app block is added to your product page (see [Setup](/campaigns/gift-card-postman/setup.md)).