Wrapped creates a gift card when a sales channel tells it about an order that is paid or completed and contains your gift card product. If a card is missing, the usual reasons are: the order isn't paid or completed yet, it's still being processed (allow a few minutes), the item sold wasn't the gift card product Wrapped watches, the sales channel is disconnected or its connection is broken, or the order was placed before the channel was connected. Use Settings › Sales channels › Check orders to see what happened to the order and process it.
First, check the card really is missing
- In Gift cards › All gift cards, click All filters, enter the Order number and click Apply. Try the recipient's or buyer's email too.
- If the card is there, the problem is the email, not the card. See Check whether a gift card email was sent and delivered.
- If it isn't there, check the order below.
Check the order in Wrapped
- Go to Settings › Sales channels.
- Next to the sales channel the order came from, click Check orders. The Order activity page opens.
- Look at Connection at the top. If any check is failing, follow its advice. For supported channels, Reinstall webhooks appears when there's a failure.
- Open Check specific orders, paste the order number (one per line, or separated by commas) and click Check these orders.
- Read the Result and What happened for the order.
- If Wrapped offers Process 1 order, click it. The order is queued and usually processed within a few minutes. Check again to confirm.
The Recent orders tab lists what Wrapped did with each order it received. For Lightspeed X-Series, Daily catch-up shows the nightly re-check of the last 7 days of completed sales, which picks up orders whose notification never arrived; click Run now to run it immediately. For other channels, use Check specific orders.
What the results mean
| Result | Meaning | What to do |
|---|---|---|
| Processed | Wrapped handled the order. The detail says what was issued or redeemed. | Search for the card by order number. Check its email. |
| Missed | The sale is completed and contains gift cards, but the order notification never reached Wrapped. | Click Process to create the card. If many orders are missed, check Connection and reinstall webhooks. |
| Not due yet | The sale is still open in the channel. | Complete or close the sale. Wrapped processes it then. |
| Failed | Wrapped received the order but couldn't process it. The detail gives the reason. | Fix the reason (for example reconnect the channel), then process it again. Contact support if it keeps failing. |
| Skipped | Wrapped deliberately didn't process it, for example because the order is dated before the channel was connected. | See the detail. Orders from before you connected aren't processed. Issue the card from the dashboard if needed. |
| No gift cards / Nothing to do | The order didn't contain a gift card purchase or redemption that Wrapped recognises. | Check the item sold is your Wrapped gift card product (below). |
| Handled elsewhere | The same sale came through another of your connected channels, which processed it. | Look for the card on that channel. |
| Not found | Neither Wrapped nor the channel has an order with that number. | Check the number and that you picked the right sales channel. |
Common causes
The order isn't paid or completed
Wrapped only creates gift cards for orders the channel marks as paid or completed:
| Sales channel | The order must be |
|---|---|
| Shopify | Paid |
| WooCommerce | Paid, with the status Processing or Completed |
| Lightspeed X-Series | Closed (including on-account and layby sales once closed) |
| Lightspeed R-Series | Completed |
| Lightspeed K-Series | Closed |
| Square | Completed |
| Heartland Retail | Complete |
| BigCommerce, Lightspeed eCom, Hike and others | Paid |
Parked, pending, unpaid and draft orders are processed once they're paid or completed.
It's still processing
Most orders reach Wrapped within a few minutes of being paid. Lightspeed R-Series sales are collected every couple of minutes. Check again shortly.
The item isn't your Wrapped gift card product
Wrapped only recognises the gift card product set up when you connected the channel, for example the gift card product Wrapped created in Shopify, or the gift card product or native gift card flow in Lightspeed. A different product, a copy of the product, or a generic item called "Gift card" isn't picked up. Check your channel's setup article, such as Connect Shopify, Connect Lightspeed Retail X-Series or Connect WooCommerce.
The sales channel is disconnected, turned off or its connection has expired
Orders from a channel that's disconnected or turned off in Settings › Sales channels aren't processed, and may not be caught up automatically when you turn it back on. Reconnect or turn on the channel, then use Check specific orders to process the orders you missed. See Sales channel status.
The order was placed before the channel was connected
Orders dated before you connected the channel to Wrapped are skipped. Issue those cards from the dashboard or import them. See Issue a gift card from the dashboard or Import existing gift cards from a CSV file.
Your Wrapped subscription isn't active
If your account has been cancelled or disabled, Wrapped doesn't process orders. See Cancelling Wrapped: what happens to your gift cards.
When to contact support
Contact support if an order shows Failed after you've fixed the connection, if Process doesn't create the card, or if many orders are missed. Include the sales channel, order numbers, and roughly when the orders were placed. See Getting help from the Wrapped team.
Common questions
The card was created but the customer didn't get the email
See Check whether a gift card email was sent and delivered. You can resend it from the card.
Can I create the card myself instead?
Yes, with Issue gift card, but only if the order hasn't been processed and you don't intend to process it. Otherwise the customer may end up with two cards.
Will processing an old order send the customer an email?
Yes, processing creates the card the same way as a normal order, including the gift card email if it's turned on.
Only some items in the order became gift cards
Check each gift card item is your Wrapped gift card product and that the quantities are right, then contact support with the order number.