Explain the "cancelled" status in your Multi Gift emails

After your customer pays for a Multi Gift order, Giftnote creates a separate Shopify order for each recipient and cancels the original order they paid for. That keeps your reporting clean, but when your customer clicks View order status in Shopify's confirmation email, they see Cancelled. Some think the order failed and email you.

This guide sends Multi Gift customers straight to their Multi Gift order page instead, which lists every recipient and their order, and adds a short note to your Giftnote emails. Your normal orders don't change. It takes about 15 minutes.

Step 1: Find your Multi Gift order page address

Every Multi Gift order has its own page on your Multi Gift storefront, for example https://your-store.giftnote.shop/orders/1be754c5-60fc-47aa-b33b-f5d881cb8ca7. The last part is the order's Giftnote ID, which Giftnote saves on the Shopify order as giftnote_multigift_id.

Note your storefront address (the part before /orders/). You'll need it in Step 2.

Step 2: Update Shopify's order confirmation

1. In Shopify admin, go to Settings > Notifications > Customer notifications > Order confirmation and click Edit code.
2. Find the line that says This email confirms your order. and paste this just above it:
   Copy code

   {%- assign gn_multigift = false -%}{%- if attributes.giftnote_family != blank or tags contains 'GNMG-Parent' -%}{%- assign gn_multigift = true -%}{%- endif -%}{%- if gn_multigift -%}<p>This email confirms your Multi Gift order. We're now creating a separate order for each recipient.<br><br><strong>Track each gift</strong> with the button below. If you see this order as cancelled in your account, that's normal. Your payment went through, and it covers every recipient's order.</p>{%- endif -%}

3. Find the View order status button. It links to {{ order_status_url }}. Paste this just above the button's <a tag, replacing your-store.giftnote.shop with your address from Step 1:
   Copy code

   {%- assign gn_btn_url = order_status_url -%}{%- assign gn_btn_label = 'View Order Status' -%}{%- if gn_multigift and attributes.giftnote_multigift_id != blank -%}{%- assign gn_btn_url = 'https://your-store.giftnote.shop/orders/' | append: attributes.giftnote_multigift_id -%}{%- assign gn_btn_label = 'Track Your Gifts' -%}{%- endif -%}

4. In the button, change {{ order_status_url }} to {{ gn_btn_url }} and the words View Order Status to {{ gn_btn_label }}.
5. Click Save. Shopify won't save if the code has a mistake.

Multi Gift customers now get a Track Your Gifts button that opens their Multi Gift order page. Everyone else still gets View Order Status.

Step 3: Add a note to your Giftnote emails

Giftnote emails are plain text, so they can't hold a button. Add this note at the end of the Body of Multi Gift - Confirmed, Multi Gift - Complete and, if you use addressless gifting, Multi Gift - Final invoice:

Heads up: your original order will show as cancelled in Shopify. That's normal. Your payment went through, and it covers every recipient's order. To follow each gift, open your order and click View order in the Multi Gift Progress box at the top.

The Multi Gift Progress box is the Gift progress widget on your order status page. If it isn't there, see Gift progress widget: what buyers see on the thank-you and order status pages.

Multi Gift - Complete is sent once every recipient has their own order, usually minutes after payment and before anything ships. Don't say the gifts are "on their way" or "delivered" in it.

Don't promise shipping emails. Shipping confirmations for each recipient's order don't go to your customer, so they don't get 100 emails for 100 gifts.

Optional: Shopify's order canceled email

Giftnote cancels the original order without notifying your customer, so this email normally never sends. If someone on your team cancels a Multi Gift order with Notify customer ticked, though, your customer gets "Your order has been canceled". To cover that, give the email a Multi Gift version that only shows while the order is still paid. If you really cancel and refund the order, your customer still gets the normal cancellation email.

1. In Shopify admin, go to Settings > Notifications > Customer notifications > Order canceled and click Edit code.
2. Replace the Email subject with:
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   {% if tags contains 'Giftnote-Parent' or tags contains 'GNMG-Parent' %}{% unless financial_status == 'refunded' or financial_status == 'voided' %}{% assign gn_subj = true %}{% endunless %}{% endif %}{% if gn_subj %}Order {{ name }}: your gifts are being prepared{% else %}Order {{ name }} has been canceled{% endif %}

3. At the very top of the Email body, paste this, replacing your-store.giftnote.shop with your address. Then wrap the template's existing {% capture email_title %} and {% capture email_body %} blocks in {% else %} … {% endif %}:
   Copy code

   {% assign is_giftnote_parent = false %}{% if tags contains 'Giftnote-Parent' or tags contains 'GNMG-Parent' %}{% unless financial_status == 'refunded' or financial_status == 'voided' %}{% assign is_giftnote_parent = true %}{% endunless %}{% endif %}{% if is_giftnote_parent %}{% capture email_title %}Your gifts are being prepared{% endcapture %}{% capture email_body %}Thanks for your Multi Gift order. We've split {{ name }} into a separate order for each recipient, so your original order shows as cancelled. That's normal. Your payment went through, and it covers every recipient's order.<br><br>{% if attributes.giftnote_multigift_id != blank %}<a href="https://your-store.giftnote.shop/orders/{{ attributes.giftnote_multigift_id }}">Track your gifts</a><br><br>{% endif %}Questions? Just reply to this email.{% endcapture %}

4. Click Save.

Not comfortable editing the code? Email support@giftnote.com and we'll set it up for you.

Step 4: Test it

1. Place a test Multi Gift order with two or more recipients.
2. Check the Shopify order confirmation shows the Multi Gift note and a Track Your Gifts button.
3. Click the button. Check it opens the Multi Gift order page with every recipient.
4. Check the Confirmed and Complete emails arrived with the note.
5. Place a normal order. Check its confirmation has no note and still says View Order Status.

On Shopify Plus? Add a banner too

Some customers still reach the cancelled order through their account or the Shop app. A banner on the order status page covers them. See Add a multi-address notice to your Shopify checkout, Step 6.

If you really do cancel or refund a Multi Gift order

Your customer has been told to ignore "Cancelled", and recipient orders don't email them. If you cancel or refund a Multi Gift order or any recipient's order, email your customer yourself so they know.

If a customer asks about it

You can send this reply:

Your order hasn't been cancelled, and your payment went through. We split Multi Gift orders into a separate order for each recipient, so Shopify shows the original order as cancelled. Use the Track Your Gifts button in your order confirmation email to follow each gift.

Need help? Chat with us using the chat button in the help centre or in the app, or email support@giftnote.com.