Giftnote FAQ: Resolving Common Issues & Setup Questions

Written By Nick Kennedy

Last updated About 6 hours ago

This article addresses the most frequent technical hurdles and configuration questions encountered by Shopify merchants. Use the categories below to find quick solutions.

## 🛠️ Display & Visibility Issues

Solutions for when the widget isn't appearing as expected.

The Giftnote widget is missing from my product page

This is the most frequent setup issue. Usually, the widget block has been added to the theme, but the "master switch" is off.

  • The Fix: Navigate to Online Store → Themes → Customize. On the left sidebar, click the App Embeds icon (the three-layer square). Ensure the Giftnote Control Panel is toggled ON and click Save.

  • Check the Template: Ensure you added the widget to the specific template assigned to your product. If you have a custom "Clothing" template and a "Default" template, the widget must be added to both.

The widget won't show up in my side-cart or drawer

Themes that use AJAX or "pop-out" carts often handle sections differently than standard pages.

  • The Fix: In the Theme Editor, navigate to your Cart Drawer section. If the theme allows, add the Giftnote block there. If it doesn't appear, your theme may require a manual Liquid snippet placement. Please contact support with your theme name for assistance.

## 🎁 Gift Card & Pricing Issues

Common hurdles when setting up digital gifting.

Why is there a pricing error on my Gift Card page?

This typically happens when the data in Shopify Admin doesn't align with the Giftnote widget.

  • The Fix: Open your Gift Card product in Shopify. Verify that the Price for every variant (e.g., $25, $50, $100) matches the denomination name. If the Compare At Price is filled in, try clearing it, as this can sometimes cause the widget to display an "Invalid Price" warning.

The "Schedule for Later" option is missing

If your gift card page looks like a standard product page without the scheduling calendar, you are likely using the wrong template.

  • The Fix: You need a dedicated Product Template for gift cards. In the theme editor, create a new template (e.g., product.gift-card). On this template, add the Giftnote Gift Card (Variant Message) widget. This specific widget contains the scheduling logic required for digital cards.

## 📧 Email & Notification Issues

How to handle delivery timing and prevent duplicate messages.

Recipients are receiving two of every email

This occurs when the Giftnote app and Klaviyo are both trying to send the same notification.

  • The Fix: Once your Klaviyo flows are live, you must "hand over" the duties. Go to Giftnote Settings → Notifications and switch OFF the built-in Giftnote email templates. This ensures only your branded Klaviyo emails are delivered.

When are gift messages actually delivered?

Understanding the "trigger" prevents confusion for both you and your customers.

  • Physical Orders: Giftnote waits for a Tracking Number to be added to the Shopify fulfillment. Once the order is marked as fulfilled with tracking, the email/SMS is sent.

  • Digital Gift Cards: These are sent immediately after purchase unless the customer selected a specific Future Delivery Date.

## 💳 Shopify Plus Checkout Issues

Troubleshooting the checkout extension.

I can't see the Giftnote block in my Checkout settings

  • The Fix: First, confirm your store is on Shopify Plus. Checkout extensions are not available on Basic, Shopify, or Advanced plans. If you are on Plus, go to Settings → Checkout → Customize. You must add the block through the Checkout Editor; it will not appear automatically.

## 📦 Order Management Issues

Finding gift data within your Shopify Admin.

Where do I find the recipient's message for an order?

You don't need to leave Shopify to find gift details.

  • The Fix: Open the order in your Shopify Admin. Look at the Additional Details or Notes section on the right side of the screen. You will also see Order Tags (e.g., Giftnote) that allow you to filter for gift orders in your main order list.

## 🚀 Quick Reference: Issue & Resolution

Issue

Common Cause

Quick Fix

Widget not visible

App Embed disabled

Toggle ON in Theme Customizer > App Embeds.

Duplicate emails

Both App and Klaviyo active

Turn OFF built-in templates in Giftnote settings.

Pricing Mismatch

Variant price error

Ensure Shopify Variant Price matches denomination.

No "Schedule" date

Standard template used

Use the Giftnote Gift Card Widget on a custom template.

Missing Checkout block

Non-Plus store

Confirm Shopify Plus subscription status.

Still experiencing issues?

Our support team can help with custom theme integrations or CSS styling. Reach out via the chat in your Giftnote dashboard.