> 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)).

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#### 7. A gift card shows the **On hold** status — what should I do?

The campaign has **Hold gift cards for high-risk orders** enabled and Shopify rated the order as high risk, so no gift card was created yet. The reason is shown under the status badge.

* Review the order in Shopify Admin (the **Order** column links to it).
* If the order is legitimate, select the run and click **Release and send**. All gift cards from that order are created and delivered immediately.
* If the order is fraudulent, click **Cancel** and refund or cancel the order in Shopify.

See [Fraud protection](/campaigns/gift-card-postman/setup.md#fraud-protection-high-risk-orders) for how the hold works and how to notify the buyer.

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#### 8. Customers are using discount codes to buy gift cards cheaper

Turn on **Reject discount codes on gift card orders** in the campaign settings. While the app gift card product is in the cart, discount codes entered at checkout are rejected with a short message. Automatic discounts are not affected; exclude the gift card product in the app that created them.

See [Reject discount codes](/campaigns/gift-card-postman/setup.md#reject-discount-codes). Keep **Match gift card value with amount paid** on so a gift card is never worth more than was paid.