If customers still get the old wording or design after you edit an email, the edit is almost always saved, but it isn't the version that card uses. The most common cause is a web store product with its own version of the email. The next most common is that the card gets a different email from the one you edited, for example a web store gift card gets Web store gift card purchased, not Gift card purchased. Work through the checks below in order.
Quick checks
| What you see | Likely cause | What to do |
|---|---|---|
| The email shows "N products have their own version", or the editor warns "N products have their own version" | Customers who buy those products get the product's version, so edits to the main email don't reach them. | Use the "Edit (product name)'s version" link in the warning to change it, or open it and select Remove product version. |
| You edited Gift card purchased, but the card was bought from your web store | Web store gift cards use the Web store emails. | Edit Web store gift card purchased (see the table below). |
| You edited the email in a drag-and-drop editor, but your account has Branding › Brand with Start from your website | That's the classic editor. Accounts on the new branding don't send classic templates. | Edit the email on Branding › Emails instead. |
| Only one card has the old email | That card was issued with its own subject or email. | See "A card with its own email" below. |
| You're looking at an email that arrived before you saved | Sent emails never change. | Resend the email from the card, or use Send a test. |
| Colours, font or logo haven't changed | Those come from Branding › Brand, not the email editor. | Change and save them on Branding › Brand. |
A detail such as {{recpient_name}} is blank | Misspelled merge tags are removed. | Fix the tag. See Email merge tags. |
| The editor shows Default, not Customised | The edit wasn't saved, or matched the default exactly. | Edit again and select Save ("Email saved."). |
Which email a card actually gets
Wrapped chooses the email from the kind of card:
| Card | Issued / first email | Balance changes | Sent as a gift | Reminder |
|---|---|---|---|---|
| Gift card from the dashboard or a sales channel (Shopify, POS) | Gift card purchased | Balance updated | Gift card sent as a gift | Balance reminder |
| Gift card bought from your web store | Web store gift card purchased | Web store balance updated | Web store gift card sent as a gift | Web store balance reminder |
| Voucher | Voucher purchased | Voucher purchased | Voucher sent as a gift | Not sent |
| Gift card created from a refund | Gift card purchased | Balance updated | – | Balance reminder |
The PDF follows the same idea: web store gift cards use Web store gift card PDF and vouchers use Voucher PDF. See The printable gift card PDF.
Refund to gift card and Voucher redeemed are listed on Branding › Emails, but they aren't currently sent automatically, so edits to them don't reach customers.
A web store product with its own version
A web store product can have its own words for any of its emails and its PDF. Customers who buy that product always get the product's version.
To check:
- On Branding › Emails, look for "1 product has its own version" (or more) on the email's card.
- Open the email. The warning lists the products and has a link to edit each product's version.
- Either make the same change in each product's version, or open it and select Remove product version so the product uses your main email again.
You can also check from the product: Web store › Products, open the product, and look for Own words under Emails and PDF.
A card with its own email
When you issue a gift card from the dashboard, you can change the email for that card:
- New branding: Change subject sets a subject for that card only. The body still comes from Branding › Emails.
- Classic branding: Customise email gives that card its own full email design, which is used instead of your template for that card, including when you resend it.
On the issue page, Reset to default removes a card's own email before you issue it.
Classic editor on a new-branding account
Accounts that moved to the new branding may still have old bookmarks to the drag-and-drop editor (addresses containing /notifications/email-edit/), or old per-product "Customised" templates. Those classic templates aren't used for new-branding emails. Make your changes on Branding › Emails, which has live previews drawn by the code that sends the email.
Timing and caching
- Emails: changes apply to emails sent after you save, usually within a minute.
- PDFs: the PDF is created when it's opened, so it reflects the latest version straight away, even for older cards.
- Images: some email apps cache images. If you replaced your logo, a customer's email app may show the old one for a while in emails it has already opened.
Classic branding checks
- In the drag-and-drop editor, select Save before leaving. The subject line is saved separately from the body.
- Web store emails are on Web store › Emails, not Branding › Emails. See Web store emails.
- A product with its own classic version shows Customised under Emails and PDF on the product. Use Revert to account version to remove it.
Related problems
- Wallet passes still look old: passes update when their balance changes, or when you save on Branding › Wallet pass or select Update passes on phones now. See Apple Wallet and Google Wallet passes.
- The check balance or gift to a friend page ignores your brand: the page has its own colours. Open it from Branding › Designs and select Use my brand. See The check balance page.
- The web store still looks old: select Apply to web store on Branding › Brand. See Set up your brand.
- Campaign or automation emails haven't changed: those emails are edited on each campaign, automation or giveaway, not on Branding › Emails.
Common questions
How can I see exactly what a customer received?
Open the gift card and select Preview email in the … menu. It shows the email for that card as it would be drawn now. Email activity shows the subject each email was sent with.
I edited the email and sent a test. The test looks right, but customers get the old one.
The test uses your main version. Check for a product's own version, and that the card gets the email you edited (see the table above).
Can I update emails that were already sent?
No. Resend the email from the card to send the current version. See Edit recipient details and resend a gift card email.
Will customers see changes to the gift to a friend page's email preview?
The preview on the gift to a friend page shows the Gift card sent as a gift email (or the web store or voucher version). Edit that email.