Gift card email not received

Shopify Discussion

Topic summary

  • Merchant reports gift card emails not arriving for both a customer purchase and a self-test, despite Shopify admin showing “email sent.” Issue appears to be delivery/non-receipt rather than non-generation of codes.

  • Settings checks recommended: ensure gift cards auto-fulfill (Settings > Checkout) and the “Gift card notification” template is active and correctly configured (Settings > Notifications).

  • Test the notification by sending a test email from the notification settings to confirm delivery behavior.

  • Verify customer details: confirm the email address entered at checkout and ask the recipient to check spam/junk folders.

  • Technical diagnostics: review Shopify Status for any email outages; consider potential custom theme conflicts that might affect notifications.

  • Escalation: contact Shopify Support with affected order numbers and a detailed description to investigate delivery logs and resolve.

  • Workarounds: manually send the gift card code to the customer and reach out directly to ensure receipt.

  • Outcome: No confirmed resolution yet; guidance provided, and the issue remains open pending further checks/support investigation.

Summarized with AI on December 11. AI used: gpt-5.
1

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!

2

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