Most Shopify problems with Wrapped come down to one of four things: the sales channel is disabled or the program isn't live, the order isn't fully paid yet, the gift card was created in Shopify rather than by Wrapped, or something was changed directly in Shopify. Start with Check orders on your Shopify sales channel in Settings › Sales channels: it shows the connection's health and what Wrapped did with each order.
Quick reference
| What you see | Likely cause | Section below |
|---|---|---|
| No gift card after a customer bought one | Order not paid yet, channel disabled or program not live, or wrong product | A gift card wasn't created after a Shopify order |
| Balance in Shopify doesn't match Wrapped | Balance changed directly in Shopify, an order not fully paid, or a sync error | The balance is different in Shopify and Wrapped |
| Card won't work in Shopify and shows a sync error | Card deactivated in Shopify | A gift card was deactivated in Shopify |
| "Your payment details couldn't be verified" | Development store or test mode | "Your payment details couldn't be verified" at checkout |
| Nothing syncs any more | App uninstalled or connection broken | The Wrapped app was uninstalled or needs reinstalling |
| "We couldn't finish connecting that sales channel" | Install approved in another browser or Wrapped account, or after 30 minutes | Start again from Settings › Sales channels › Add sales channel. See Supported sales channels |
| Red sync error banner on a gift card | Shopify rejected an update | A gift card shows a sync error |
| No Activate gift card button in Shopify's email | Template not edited, or the card came from Wrapped | The Activate gift card button is missing or doesn't work |
A gift card wasn't created after a Shopify order
Work through these in order.
- Is the order paid? Wrapped creates gift cards when Shopify marks the order Paid. Orders awaiting payment (bank deposit, cash on delivery) or left partially paid in Shopify POS are processed once they're fully paid.
- Is the sales channel enabled, and are you live? On Settings › Sales channels, the Shopify store should show Enabled, and your gift card program must be live. Orders that arrive while either is off aren't processed automatically.
- Was it the right product? Wrapped creates gift cards for the product in Shopify gift card product ID (open Settings on the sales channel) and for variants with the SKU
wrapped_giftcard. A Shopify gift card product, or a different product, won't create a Wrapped gift card. - Was the order placed after you connected Shopify? Earlier orders are never processed.
- Check the order. Select Check orders on the sales channel, open Check specific orders, paste the order number and select Check these orders. The result explains what happened. If Wrapped says the order reached Shopify but never made it to Wrapped, select the Process button that appears (for example Process 1 order) to queue it. Queued orders usually process within a few minutes.
- Check the connection. The Connection section at the top of the same page flags missing order notifications, a connection Shopify has rejected, or a missing gift card product. When there's a problem, a Reinstall webhooks button appears; if the connection itself fails, reconnect the store (below).
Check specific orders can only look up an order Wrapped has never seen by its Shopify order ID. Open the order in your Shopify admin and paste the long number at the end of the page address (after /orders/) instead of the order number.
If the gift card exists but the customer didn't get it, see A customer didn't receive their gift card email. For other sales channels, see A gift card wasn't created for an order.
The balance is different in Shopify and Wrapped
| Cause | Fix |
|---|---|
| The balance was changed directly in Shopify, by an app or Shopify's Admin API | Those changes don't sync. Set the correct balance in Wrapped with Adjust balance, which pushes it to every channel. If the Shopify balance is the right one, Owners and Admins can use Import latest balance from Shopify in the gift card's … menu (same currency only). |
| A redemption is on an order that isn't fully paid yet | It's recorded once the order is paid. |
| Wrapped couldn't update Shopify | The gift card shows a sync error. See below. |
| Your Wrapped account and Shopify store use different currencies | Wrapped converts at the current exchange rate, so small differences can appear. See Currencies and gift cards. |
| The card was used in two places at almost the same time | See What happens if a card is used in two places at the same time. |
To push Wrapped's balance to Shopify again, open the gift card and choose Re-sync balance to sales channels from the … menu.
A gift card was deactivated in Shopify
Deactivating a gift card in the Shopify admin is permanent: Shopify doesn't let anyone, including Wrapped, reactivate it, reload it or refund onto it. Wrapped doesn't pick up the deactivation, so the card still shows its balance in Wrapped and your other channels, but it can't be used in Shopify, and Wrapped's balance updates to it fail with a sync error.
To give the customer a card that works everywhere, issue a new gift card in Wrapped for the remaining balance (Gift cards › All gift cards › Issue gift card), then void the old card in Wrapped. See Void or delete a gift card.
When you void or delete a card in Wrapped, Wrapped sets its Shopify balance to $0 rather than deactivating it.
"Your payment details couldn't be verified" at checkout
If this appears when a customer, or you, pays with a gift card together with a card, check whether you're on a Shopify development store or your payments are in test mode. Shopify processes gift card payments as real transactions, which development stores and test modes can't handle. It isn't caused by Wrapped.
On a live store with real payments, Shopify supports paying with a gift card and another payment method. Test redemptions on your live store with a small real order. See Testing gift cards with a Shopify development store and Gift cards at Shopify checkout: split payments and limits.
The Wrapped app was uninstalled or needs reinstalling
When the app is uninstalled from Shopify:
- The Shopify sales channel is removed from Wrapped and syncing stops.
- If your Wrapped subscription is billed through Shopify (Your Shopify bill on Settings › Plan and billing), the subscription is cancelled.
- Gift cards and the Digital Gift Card product stay in Shopify and still work there, but their balances no longer sync with your other channels.
- Orders placed while the app is uninstalled aren't processed.
To reconnect, go to Settings › Sales channels › Add sales channel › Shopify and connect the same store again. Wrapped reactivates the existing sales channel with its previous settings and reinstalls its order notifications. Then check:
- The sales channel shows Enabled.
- Settings on the sales channel still has the right Shopify gift card product ID. If you deleted the product in Shopify while disconnected, create a product and enter its ID. Wrapped doesn't create a new product when it reconnects a store that already has one set.
- Check orders shows no connection problems.
- Any orders placed while disconnected: use Check specific orders to find and process them.
If you only disconnect the store in Wrapped (Disconnect), the app stays installed in Shopify but Wrapped ignores its orders. Uninstall the app in Shopify too if you're leaving for good. See Disconnect or replace a sales channel.
A gift card shows a sync error
A red banner on the gift card ("There was an error syncing the gift card to platforms") lists what Shopify rejected. Common Shopify causes:
| Error is about | Fix |
|---|---|
| The code (too short, too long, or not letters and numbers) | Shopify needs 8 to 20 letters and numbers. See Gift card code format and each platform's rules. |
| The code is already taken | A different gift card with that code exists in Shopify. See Fixing gift card sync errors. |
| A deactivated or disabled card | See "A gift card was deactivated in Shopify" above. |
| Access or permission errors | The app was uninstalled or its access changed. Reconnect the store. |
After fixing the cause, select Re-sync again on the banner. See Fixing gift card sync errors.
The Activate gift card button is missing or doesn't work
- The email is from Wrapped, not Shopify. Gift cards bought from the Digital Gift Card product or issued in Wrapped are emailed by Wrapped and are already in Wrapped. They don't need activating.
- The Shopify template wasn't edited, or only one was. Edit both New gift card and Gift card receipt in Settings › Notifications › Customer notifications. See Bring existing Shopify gift cards into Wrapped.
- Your template doesn't contain the text being replaced. Custom templates may not use
{{ gift_card.url }}or "Visit online store". Add a button or link with the Wrapped address yourself. - No email was sent. Shopify only emails a gift card when it has the customer's email address, for example when a customer is added to a Shopify POS sale. Otherwise enter the code on your check balance page to activate it.
- The link opens "Account not found". Replace
{{shop.domain}}in the link with your myshopify address typed in full (for exampleexamplestore.myshopify.com), and check your Shopify store is connected to Wrapped. - The link opens "Gift card not found". Check the Shopify sales channel is enabled in Wrapped. If several wrong codes were tried from the same internet connection, wait 10 minutes and try again.
Refund as gift card shows "Email address needed!"
Add an email address to the order in Shopify. If it already has one, sign in to the Wrapped account your store is connected to in the same browser, then open Refund as gift card again. See Refund to a gift card in Shopify.
The Send as gift checkbox or Send to friend button doesn't appear
- Check Select Wrapped gift card product is set to your gift card product, and you saved the theme.
- For Send to a friend button, check the app embed is turned on and Sales channel ID is filled in with the ID from Settings › Sales channels.
- If your theme's add to cart button isn't detected, turn on Use custom button and add your own button.
- If a gift card went to the buyer instead of the recipient, the customer probably used the theme's normal add to cart button rather than the one in the gift form.
See Add a "Send to a friend" option to your Shopify gift card product.
"No orders in N days" on the sales channel
Wrapped shows this when it hasn't received an order from the store for a week. If your store has been trading, open Check orders and look at the Connection section; reinstall webhooks or reconnect the store as it suggests.