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).