Start with the gift card itself: open it in Gift cards › All gift cards, then open the … menu and select Email activity. It lists every email Wrapped sent for that card and what happened to it. If an email shows as delivered, it reached the customer's email provider, and the most likely place for it is a spam or promotions folder. If there's no email at all, Wrapped didn't send one, and the card page usually tells you why.
Wrapped sends gift card emails through SendGrid. Until you set up your own domain, they come from "Your business via Wrapped" <no-reply@wrappedgiftcards.com>, so ask the customer to search their mailbox for that address.
Step 1: Check the email activity
Email activity shows the Recipient, Event, Subject, Date and Reason for each email. See Check whether a gift card email was sent and delivered.
| Event | What it means | What to do |
|---|---|---|
| processed | Wrapped handed the email to SendGrid. | Wait a few minutes for delivered. |
| delivered | The customer's email provider accepted it. | Ask the customer to check spam, junk and promotions folders, and search for your business name or no-reply@wrappedgiftcards.com. Then resend (step 3). |
| deferred | The provider asked to try later. | Usually delivered on a later attempt. Check again in an hour. |
| bounce | The provider rejected it, often because the address doesn't exist. The Reason column says why. | Check the address for typos, correct it and resend. See Edit recipient details and resend a gift card email. |
| dropped | SendGrid didn't send it, usually because the address previously bounced, unsubscribed or marked an email as spam. | Check whether the customer is unsubscribed (step 2). |
| spamreport | The customer marked an email as spam. | They're unsubscribed. Share the card another way (step 4). |
| unsubscribe | The customer clicked Unsubscribe. | See step 2. |
| open, click | The customer opened the email or clicked a link. | The email arrived. |
Step 2: Check why an email wasn't sent
If Email activity is empty, or the timeline has no "email sent" entry, Wrapped didn't send the email. Check these on the gift card page:
| What you see | Why no email went | What to do |
|---|---|---|
| No recipient email on the card | There's nowhere to send it. | Add the email with Edit customer details, then resend. |
| Emails off, or "Email notifications are turned off for this gift card." | Emails are switched off for this card. | Select Turn emails on, then resend. |
| "Emails are turned off for physical gift cards in your web store settings" | The card is a posted physical card, and your web store is set not to email those. | This is intended. Change it in Web store › Settings if needed. |
| Unsubscribed next to the recipient's email | The customer unsubscribed or reported an email as spam, or their address bounced before. Unsubscribed customers don't get any emails from your account, including gift cards, and emails to a bounced address are dropped. | Check the address is right. Only if the customer asks to receive emails again, select Resubscribe, then resend. |
| The card's status is Disabled, Deleted or Expired | Wrapped only emails active cards. | Emails won't send for this card. |
| The balance is $0 | Wrapped doesn't email gift cards with nothing on them (vouchers are the exception). | – |
| "This gift card hasn't been sent yet. It's scheduled to send on…" | The gift email is scheduled. | Wait, or select Reschedule. |
| The recipient's address is on your email suppression list | Gift cards sent to addresses on the list never send emails. | Check Gift cards › Settings under Email suppression, and remove the address if it shouldn't be there. |
| The email is turned Off on Branding › Emails | That email is off for every card. | Turn it on. See Customize your gift card emails. |
| A yellow banner: "We're reviewing your account to confirm it's legitimate. Emails will be enabled soon." | New accounts can be reviewed before emails are enabled. | Emails start once the review is done. Contact the Wrapped team if it's urgent. |
Step 3: Resend the email
On the gift card, select Send email and choose:
- Send issued / updated email: sends the gift card email again (the purchased email if the card still has its full value, otherwise the balance updated email).
- Send gifted email: sends the gift email again, for cards sent as a gift.
- Send reminder: sends the balance reminder.
You see "Email sent to" the recipient's address. Check Email activity again a few minutes later.
Step 4: Share the card another way
If email isn't getting through, give the customer the card directly:
- Preview email: in the card's … menu, select Preview email. It opens the gift card email as a web page. Copy the page's address from your browser and send it by text message or another email. Anyone with the link can see the card, so send it only to the customer.
- Download PDF: in the … menu, select Download PDF and send the file.
- Read the code to them. It's at the top of the card page, with a copy button.
Step 5: Improve deliverability for future emails
- Send from your own domain. This is the single biggest improvement. Your emails are then signed for your domain instead of coming "via Wrapped". See Send gift card emails from your own domain.
- Use clear, transactional subject lines. Subjects that plainly say what the email is, such as "Your Brew & Co. gift card" or "Gift card issued – confirmation", look less like marketing to spam filters.
- Add your contact details and postal address in your brand's footer. See Set up your brand.
- Ask customers to add your sending address to their contacts if they regularly miss emails.
Common questions
The email says delivered but the customer insists it's not there.
Delivered means their provider accepted it. Ask them to search all folders (including spam, junk, promotions and any quarantine their workplace uses) for your business name. Work email systems sometimes hold messages without telling the user. Resend, or share the card with Preview email or Download PDF.
Can I send the email to a different address?
Yes. Change the recipient with Edit customer details and resend. See Edit recipient details and resend a gift card email.
The customer unsubscribed by mistake. Can I fix it?
If the customer asks you to, select Resubscribe next to their email on the gift card. This also clears a bounce block. If they reported an email as spam, that block stays in place.
Does resending create a new gift card?
No. It sends the same card, with the same code and current balance.
A customer bought a gift card as a gift. Who gets the email?
The recipient gets the gift email. If the buyer then uses the gift to a friend page again, a second gift email isn't sent automatically; use Send gifted email. See The gift to a friend page.
Still not working?
Contact the Wrapped team with the gift card code and what Email activity shows. See Getting help from the Wrapped team.