Gift card email not received

[CBren]

I just started selling gift cards through my website and my first customer never received the email containing the gift card code. I tested the process and purchased one myself, and also did not receive a code. Checking the backend, it says a gift card email was sent in both cases. Help!

[PageFly-Richard]

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

It sounds like you're experiencing an issue with your Shopify gift card email delivery. Here's a breakdown of troubleshooting steps and potential causes:

1. Check Your Shopify Settings:

• Order Fulfillment: Ensure that gift card orders are automatically fulfilled in your Shopify admin under Settings > Checkout.
• Email Notifications: Go to Settings > Notifications and verify that the "Gift card notification" email template is active and correctly configured.
  • Test Email: Send a test email to yourself using the "Test Email" button within the notification settings.

2. Review Customer Information:

• Correct Email Address: Double-check that the customer entered their email address correctly during the checkout process.
• Spam Filters: The gift card email might be landing in the customer's spam or junk folder. Instruct them to check these folders.

3. Investigate Technical Issues:

• Shopify Server Issues: While less common, there could be temporary issues with Shopify's email servers. Check the Shopify Status page for any reported outages or service disruptions.
• Theme Conflicts: If you're using a custom theme, there might be code conflicts that are interfering with the email sending process.

4. Contact Shopify Support:

• Explain the Issue: Contact Shopify Support and explain the situation in detail. Provide them with the order numbers for the affected gift card purchases.
• Request Assistance: Ask Shopify Support to investigate the issue and provide assistance in resolving it.

5. Alternative Solutions:

• Manual Email Delivery: As a temporary workaround, you can manually send the gift card code to the customer via email.
• Contact the Customer Directly: Reach out to the customer directly (via phone or email) and provide them with the gift card code.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly