Troubleshooting Multi-Gift Orders

1. Identify the Order

• Each order has a unique URL, e.g.
  shop.giftnote.com/shops/{string}

• If your store uses a custom subdomain (e.g. gifts.yourstore.com), the URL will reflect that.

• The string of numbers and letters at the end identifies the specific Shopify order.
  Ask the customer to share this full URL so you can open and manage their order directly.

2. Check the CSV Upload

A common issue is an incomplete or incorrectly formatted CSV file.
Make sure the CSV includes:

• First name

• Last name

• Email address

• Sending address

If any of these are missing, the upload will fail.

Fix:

• Add placeholder data (e.g. no-reply@yourstore.com for missing emails).

• Ask the customer to resend their CSV if needed.

• Correct and re-upload once all fields are filled in.

3. Review Shipping Settings

If shipping rates aren’t appearing:

• Check the address data in the CSV for errors.

• Confirm that your Shopify shipping settings are configured correctly.
  If the issue persists, contact the Giftnote team for help.

4. Order Submission Issues

If customers can’t submit the order:

• Confirm they’ve entered a billing address (including a valid zip code).

• Ensure they’ve accepted the terms and conditions checkbox.

Company name and website fields are optional.

5. Approving and Managing Orders

Once an order is submitted:

• You’ll receive an internal email notification.

• In Giftnote, open the order and choose Approve or Deny.

If product quantities or details need changes:

• Click Open Email to access the order.

• Modify the order details within Giftnote (not in Shopify).

Do not modify the parent draft order directly in Shopify — changes must be made inside Giftnote.

6. Checkout and Payment

When you approve an order:

• The customer receives an email with a checkout link.

• You can copy this link and send it manually if needed.

Once paid:

• The draft parent order is archived.

• Individual child orders are created in Shopify, tagged as Corporate Parent Order.

7. Verify Orders and Gift Data

In Shopify:

• Open the newly created child orders.

• Gift messages, delivery dates, sleeve colors, and other custom fields appear in the Order Attributes and Metafields sections.

If you’ve enabled the Giftnote block, you can click through to view or edit the recipient’s gift message directly.

8. Handling Customer Reports

If a customer reports an issue:

1. Ask for the full order URL.

2. If unavailable, look up the order in Multi-Gifts within Giftnote.

3. Cross-check product names or recipient details to locate it.

4. Click Actions → Open in Giftshop to take over and resolve.

5. Request their CSV if relevant to verify uploaded data.

9. When to Contact Support

Reach out to Giftnote Support if:

• Shipping details don’t sync correctly.

• Orders fail to create after payment.

• The CSV upload keeps failing after corrections.

We can investigate and fix configuration or system issues directly.

Still stuck?
Contact the Giftnote team through the in-app chat or email support@giftnote.com.