A connected sales channel is either Enabled (Wrapped processes its sales and keeps its gift cards in step) or Disabled (Wrapped ignores it). Every new channel starts Disabled, so the most common reason a channel "isn't working" is that its switch was never turned on. There's no separate error status: if a channel's connection breaks, it still shows Enabled, and you find the problem with Check orders, a sync error on a gift card, or the channel's Test connection button.
Where to see a channel's status
Go to Settings › Sales channels (open). Each connected channel shows:
- its name, a status pill and any badges
- the platform name and the channel's ID (with a copy button)
- actions: Check orders, Setup (for channels with a checklist), Settings (or View API key for Bopple), Edit gift card product (Shopify only) and Disconnect. On a phone these are in the … menu.
- a switch that turns the channel on or off
Disconnected channels aren't listed. See Disconnect or replace a sales channel.
What each status and badge means
| What you see | What it means | What to do |
|---|---|---|
| Enabled | Wrapped processes sales from this channel and keeps its gift cards up to date. | Nothing. |
| Disabled | Wrapped ignores sales from this channel and stops updating gift cards there. | Turn on the switch when you're ready (see below). |
| Beta | The integration is still in beta. Currently shown for Square. | Nothing. It works like any other channel. |
| 2/3 setup steps (for example) | The channel's setup checklist isn't finished. | Select the badge or Setup and work through the remaining steps. |
| 3 orders auto-recovered (for example) | Some sales didn't reach Wrapped when they happened, and the daily catch-up picked them up. | No action needed. If the number keeps growing, contact the Wrapped team. |
| No orders in 9 days (for example) | The channel is enabled but Wrapped hasn't received a sale from it for 7 days or more. Shown for Shopify and Lightspeed Retail X-Series. | If the store has been trading, open Check orders and look at the Connection section. |
What Disabled means in practice
While a channel is disabled:
- Sales from it are ignored. Gift cards sold there aren't created in Wrapped, and redemptions there don't reduce the balance in Wrapped.
- Wrapped stops updating it. New gift cards aren't created there, and balance changes aren't passed to it.
- Gift cards already in the channel stay there with the balance they had when you turned it off, and still work in that channel. This is why you should turn a channel off only when you've stopped taking gift cards there, or you risk a card being spent twice.
- Sync errors from a disabled channel aren't shown on your gift cards.
- Channels that check Wrapped live keep working. The WooCommerce redemption plugin and Bopple look balances up in Wrapped directly, so customers can still redeem there. To stop that, deactivate the plugin in WordPress or disconnect Wrapped in Bopple.
Turning a channel back on doesn't go back and process the sales it missed. For Shopify and Lightspeed Retail X-Series you can find and process them yourself with Check orders › Check specific orders, and the X-Series daily catch-up looks back 7 days. For other channels, contact the Wrapped team (see Getting help).
Why a channel is disabled
- It's new. Every connection starts disabled, so you can finish setup before live sales come through.
- Someone turned it off. The audit log records "Sales channel disabled" with who did it and when.
- Your subscription was cancelled. Cancelling turns off every sales channel. Gift cards already in your channels keep working there, but Wrapped stops keeping them in sync (see Cancelling Wrapped: what happens to your gift cards).
Turn a channel on or off
- Go to Settings › Sales channels.
- Use the switch at the right of the channel.
- A message confirms "Sales channel enabled." or "Sales channel disabled."
When you turn a channel on, Wrapped also reinstalls its order notifications (webhooks) on platforms that use them, which fixes many "sales aren't coming through" problems on its own. For Shopify, turning the channel on or off also turns the Wrapped gift card product on or off.
A channel that's enabled but not syncing
There's no error status, so look for these signs:
- a gift card shows a sync error for that channel (see Fixing gift card sync errors)
- a sale containing a gift card doesn't appear in Gift cards › All gift cards (see A gift card wasn't created for an order)
- the No orders in … days badge
Then work through these checks.
1. Test the connection
Open the channel's Settings and select Test connection. You'll see "Connected to …" or the reason it failed, such as a revoked access token or a wrong key. Test connection is available for Shopify, WooCommerce, Square, Lightspeed R-Series, K-Series, L-Series, O-Series and C-Series.
2. Check orders
Select Check orders on the channel. The Order activity page has:
- Connection: live checks of the connection, the order webhook, the gift card product and recent activity, each marked passing, warning or failing with a suggested fix. If something is failing, a Reinstall webhooks button appears. Connection checks are available for Shopify and Lightspeed Retail X-Series. Other channels show "Connection checks aren't available for this sales channel yet."
- Recent orders: what Wrapped did with each order, with the result Processed, Failed, Skipped, Handled elsewhere or No gift cards. Orders with no gift cards are hidden unless you tick Include orders with no gift cards. Select an order to see exactly what was issued or redeemed.
- Check specific orders: paste up to 200 order numbers and see what happened to each. See the table below.
- Daily catch-up: every night Wrapped re-checks the last 7 days of completed sales and picks up any it never received. Run now runs it immediately (at most once every 15 minutes). The daily catch-up currently runs for Lightspeed Retail X-Series only.
| Result in Check specific orders | Meaning |
|---|---|
| Missed | The sale is complete and contains gift cards, but Wrapped never received it. |
| Failed | Wrapped received the order but couldn't process it. The reason is shown. |
| Skipped | Wrapped deliberately didn't process it, for example because it was placed before the channel was connected. |
| Not due yet | The sale is still open in the channel. Wrapped processes it once it's completed. |
| Not found | Neither Wrapped nor the channel has an order with that number. |
| Nothing to do / No gift cards | The order has no gift card purchase or redemption. |
| Handled elsewhere | The same sale came through another of your channels, which issued the gift card once. |
| Processed | Wrapped processed it. |
When any orders are Missed or Failed, Owners and Admins see a Process N orders button. Queued orders usually process within a few minutes. Wrapped can only ask Shopify and Lightspeed Retail X-Series about orders it has never received. For other channels, Check specific orders reports only the orders Wrapped already has.
3. Reconnect
If the test fails because access was revoked or has expired, repeat the channel's connection steps with the same store (see its setup guide in Supported sales channels). Wrapped refreshes the existing channel rather than creating a new one, so the gift cards already linked to it stay linked. After reconnecting, check the channel's switch: some platforms come back enabled straight away, and WooCommerce comes back disabled.
Common questions
Why did my channel disappear from the list?
It was disconnected, either in Wrapped (the audit log shows who did it) or, for Shopify, by uninstalling the Wrapped app in Shopify. Reconnect the store to bring it back.
Who can turn channels on and off?
Owners and Admins. Members and Read-only users don't see Settings.
Does a disabled channel count toward anything on my plan?
No. Every plan includes unlimited sales channels, enabled or not.
I turned a channel back on. Will the gift cards there catch up?
Each card is updated in that channel the next time it syncs, for example when its balance changes. To update one card straight away, open it and choose Re-sync balance to sales channels from the … menu.