An automation only issues a bonus when every condition is met at the moment Wrapped processes the order. The most common reasons it doesn't are: the automation wasn't Active, the order was outside the Starts and Ends dates, the order had no customer email address (needed for a bonus gift card), the amount was below the minimum (often because of a discount), or a sales channel or product filter excluded the order. Work through the checklist below.
Quick checklist
Open the automation from Marketing › Automations and check:
| What you see | Why no bonus | What to do |
|---|---|---|
| Status is Draft | Drafts never issue | Select Activate |
| Status is Disabled | Someone disabled it, or your plan changed to one without marketing features | Select Enable. If your plan changed, upgrade first. See Upgrading or downgrading your plan |
| Status is Expired | The Ends date passed, or the bonus gift card Expires on date passed | Change the dates, save, then Enable |
| The order was placed before Starts or after Ends | Orders outside the dates don't count | Nothing to change; give the bonus by hand if you want to |
| No Starts date, and the order was placed before you activated | Without a start date, only orders placed after activation count | Give the bonus by hand if needed |
| Bonus gift card, and the sale had no customer (or no email) | A bonus gift card needs an email address to go to | Attach a customer with an email address to in-store sales. Give this one by hand |
| The order total was below Minimum amount | The total after discounts didn't reach the minimum | See "Discounts and the threshold" below |
| The order total was above Maximum amount | Orders over the maximum don't qualify | Remove or raise the maximum |
| Sales channels has channels ticked, and the order came from another one | Only ticked channels count | Tick the channel, or untick all to include every channel |
| When selected products are purchased has rows, but not for this order's channel | With product IDs set, a channel without a row never triggers | Add a row for that channel with its own product IDs |
| The product IDs don't match | Product IDs are specific to each sales channel | Copy the product IDs from that sales channel again |
| Maximum uses has been reached | The automation stops issuing | Raise Maximum uses |
| The order wasn't paid (open, parked, on layby or voided) | Only paid orders count | The bonus is issued when the order is paid |
| Your account's plan doesn't include marketing features | Automations don't run on Basic | Upgrade, then Enable each automation again |
Checks for "Gift card purchased" automations
- Each card is checked on its own value. With a $100 minimum, two $50 cards in one order don't qualify.
- Reloading an existing gift card doesn't count. Only newly bought cards trigger the automation.
- Web store products picked. If When selected web store products are purchased has products ticked, gift cards bought on other channels, or other web store products, don't qualify.
- Bonus credit doesn't need a customer, but a bonus gift card does.
Checks for "Order paid" automations
- Wrapped web store orders don't trigger Order paid automations. Use Gift card purchased for web store gift card sales.
- Reward type. Order paid automations issue bonus gift cards. If the automation was first set up as Gift card purchased with Bonus credit and then switched to Order paid, it won't issue anything. Switch the trigger back to Gift card purchased, choose Bonus gift card, switch the trigger to Order paid again, and save.
- The same sale in two channels. If a sale appears in two connected channels (for example a Shopify order that also shows in Lightspeed X-Series), Wrapped processes it once, on one channel. If you ticked only the other channel under Sales channels, it won't qualify.
Discounts and the threshold
For Order paid, Wrapped compares your minimum with the order total your sales channel reports. That's normally after discounts and including tax (and shipping, for online orders). A $520 order with a $40 discount has a $480 total and doesn't meet a $500 minimum.
If you set product IDs, the minimum is compared with the item price of the matching products times their quantity, not the whole order.
For Gift card purchased, the minimum is compared with the value of each gift card bought.
The bonus was issued, but the customer didn't get an email
| Why | What to do |
|---|---|
| Email the customer their gift card is off (it's off for new automations) | Turn it on for future orders. Resend this card from the gift card's page |
| The reward is bonus credit | Bonus credit never sends an email. The customer sees the higher balance on their card |
| The email went to the buyer, not the gift recipient | Bonus gift cards go to the email address on the order |
| The email was sent but not received | See A customer didn't receive their gift card email |
To find the bonus card, search Gift cards › All gift cards by the customer's email address. Its timeline says "Created from automation" with the automation name and order number. For bonus credit, the purchased card's timeline shows "Awarded … bonus credit from automation".
When will the bonus appear?
Wrapped issues the bonus when it processes the paid order from your sales channel, normally shortly after the sale. If the order itself hasn't reached Wrapped yet, the bonus can't be issued either. See A gift card wasn't created for an order.
Automations don't go back and issue bonuses for orders that were processed while they weren't active. Fixing a setting only affects orders processed after you save.
Give a missed bonus by hand
- Bonus gift card: issue a gift card from the dashboard for the bonus amount and turn on Promotional. It counts toward your allowance like any new gift card. See Issue a gift card from the dashboard.
- Bonus credit: add the bonus to the purchased card with Adjust balance. See Adjust a gift card's balance.
Common questions
I can't create an automation. Why?
Automations need the Pro or Plus plan, or marketing features switched on for your account. If email sending has been turned off for your account, automations can't be created either; contact the Wrapped team.
Does "Maximum uses" count per customer?
No. It's a total across every order and gift card. It doesn't limit bonus credit automations.
My automation shows "Expired" but the Ends date hasn't passed. Why?
The bonus gift card Expiry is set to On a set date and that date has passed. Set a later Expires on date, save, and select Enable.
After upgrading again, my automations are still off. Is that right?
Yes. When your plan changes to one without marketing features, automations are disabled and stay off until you turn each one back on with Enable.