To fix a wrong email address, open the gift card, click Edit on the Customer card, correct the details and save. Saving doesn't send anything. To send the gift card again, click Send email at the top of the card's page and choose which email to send.
Edit the customer details
- Go to Gift cards › All gift cards and find the card. Use All filters to search by Recipient email, Recipient name or Order number. See Find a gift card.
- Click the code, then Open.
- On the Customer card on the right, click Edit (or use … › Edit customer details).
- Change any of Recipient email, Recipient name, Gifted from email, Gifted from name and Gift message.
- Click Save. You'll see "Customer details saved."
The card's activity records the change, for example "Updated recipient email from 'old@example.com' to 'new@example.com'".
Resend an email
- On the card's page, click Send email.
- Choose one:
- Send issued / updated email: the gift card email with the code and current balance. If the card has been used or topped up, the "gift card updated" email is sent instead of the original issued email.
- Send gifted email: the email a recipient gets when someone buys the card for them. Only shown when the card has a Gifted from email.
- Send reminder: the gift card reminder email.
- You'll see "Email sent to …".
The email goes to the Recipient email on the card. Check the card's Activity for a line such as "'gift card issued' email sent to …" to confirm it went out, then use … › Email activity to see whether it was delivered. See Check whether a gift card email was sent and delivered.
To see the email before sending, use … › Preview email. … › Download PDF gives you a printable version you can send yourself.
When an email won't send
| What you see or notice | Why | What to do |
|---|---|---|
| "Add a recipient email address first." | The card has no recipient email | Edit the customer details and add one. |
| "Email notifications are turned off for this gift card." and an Emails off badge | Emails were turned off for this card, or it came from a batch set to never send emails | Click Turn emails on in the banner, or Email notifications › Turn on under Details. |
| "Emails are turned off for physical gift cards in your web store settings." | It's a physical web store card and your web store is set not to email those | Change it in Web store › Settings, or send the PDF yourself. |
| An Unsubscribed badge next to the recipient email | The customer unsubscribed from your emails | Only with the customer's agreement, click Resubscribe, then resend. |
| "Email sent to …" but no "email sent" line in Activity | Wrapped didn't send it. Common reasons: the card is voided or expired, its balance is $0, the address is on your email suppression list, or that email is turned off in Branding › Emails | Fix the reason and resend. Voided, expired and $0 cards can't be emailed. |
| Send reminder does nothing | Reminders are only for active gift cards that haven't expired, not vouchers | No action needed. |
Scheduled gifts
If a buyer scheduled the gift for later, a banner says "This gift card hasn't been sent yet" with the scheduled date. Click Reschedule to pick a new date and time (in your account's time zone). If you turn emails off for the card, the scheduled send is put on hold until you turn them back on.
Common questions
If I change the email address, is the gift card resent automatically?
No. Save the new details, then use Send email › Send issued / updated email.
Does changing the recipient change who can use the card?
No. Anyone with the code can use the card. The recipient details only control who Wrapped emails and what the email says.
Who can edit details and resend emails?
Owners, Admins and Members. Read-only users can see the card but not change it.
Can I send the card to a second address?
Wrapped emails one recipient. Change the recipient email and resend, or use Download PDF and send it yourself.
The customer says they never got it
Check Email activity first. A bounce or "dropped" event usually means a typo or a blocked address. See A customer didn't receive their gift card email.