4. Troubleshooting Multi-Gift Orders

This guide explains how to troubleshoot or support a customer who's having issues with their Multi Gift order in Giftnote.

1. Identify the order

Each order has a unique URL, e.g.
{yourshopid}.giftnote.shop/{storefront}/orders/{order}

If your storefront uses a custom domain (e.g. gifts.yourstore.com), the URL will reflect that.

The string of numbers and letters at the end identifies the specific order. Ask the customer to share this full URL so you know exactly which order they mean.

2. Check the CSV upload

A common issue is an incomplete or incorrectly formatted CSV file. Check that every recipient row is complete, with no missing names, email addresses or shipping addresses.

Customers can upload up to 1,000 recipients per file. The easiest way to get the format right is to download the template from the upload dialog and fill it in. For more than 1,000 recipients, split them across more than one file.

Fix:

• Ask the customer to start from the template in the upload dialog if their own file won't upload.
• 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.
• Open the storefront's Shipping tab (Settings → Multi Gifts → Edit on the storefront). If Minimum for Shipping Rate is set, rates aren't fetched until the cart's shippable items reach that subtotal. If Use Shopify Rates is on and Shopify returns no rates, your fixed shipping rates are used instead, so check that list too.

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 complete billing address.
• Check the storefront's Pricing tab. An order below Min Order Total, Min Recipient Cart Total or Min Recipients can't go through.

5. Approving and managing orders

Once an order is submitted:

• You'll receive an internal email notification (the Multi Gift - Confirmed (Staff) and Multi Gift - Payment Received (Staff) events in Settings → Notifications).
• If Require your approval before recipient orders are created is on (Settings → Multi Gifts → Advanced settings), recipient orders aren't created until you approve the order. Open it under Multi Gifts in Giftnote to review it.

If product quantities or details need changes:

• Make the changes through Giftnote, not in Shopify. The customer can reopen their order URL and use Edit Order on the review page, if Show Edit Order is on in the storefront's Branding tab.

Do not modify the main draft order directly in Shopify. Changes must be made inside Giftnote.

6. Checkout and payment

Once paid:

• If Cancel the main order once it's paid is on (Settings > Multi Gifts > Advanced settings), Giftnote cancels the master order on Shopify once payment is confirmed, without restocking inventory. If it's off, the master order stays open on record.
• Individual child orders are created in Shopify, tagged GNMG-Child plus a shared family code linking them to the master.

Paid, but no recipient orders yet?

• If Require your approval before recipient orders are created is on, recipient orders aren't created until you approve the order.
• If payment was invoiced or authorised rather than captured, the main order stays open until the payment actually settles.
• If Hold every order for review before it can ship is on, the orders exist but start on hold in Shopify until you release them.

7. Verify orders and gift data

In Shopify:

• Open the newly created child orders.
• Gift messages, delivery dates, sleeve colors, and other custom fields are saved to Giftnote's order metafield, which is what Giftnote uses to process the order.
• They also appear in Order Attributes (Additional details) only if Keep Order Attributes is on (Settings → Gift Orders → Advanced settings, off by default) or you've mapped them with Field Maps on the storefront's Form tab. You only need attributes if your theme, packing slips, Shopify Flow, Order Printer or 3PL reads them. Shops that had the setting on before the September update keep it.

To view or edit a recipient's gift message, open the multi gift in Giftnote, then open the recipient.

In Giftnote, the multi gift's Recipients table filters by status (Created, Confirmed, Pending, Processing, Complete, Failed, Cancelled) and shows each recipient's Shopify order and a Health column. Open a recipient to see its timeline and any notices.

8. Handling customer reports

If a customer reports an issue:

• Ask for the full order URL.
• If unavailable, look up the order in Multi Gifts within Giftnote.
• Cross-check product names or recipient details to locate it. In Shopify, search the order's family code tag (for example GNMG- followed by the code) to see the main order and every recipient order together.
• Open the multi gift to check its status, recipients and timeline.
• 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?
Search the help centre, chat with us using the chat button in the help centre or in the app, or email support@giftnote.com.

Related articles

• 1. How Multi Gift Works
• 2. Set Up Multi Gift (Professional Plan)
• 4. Updating Shopify Reporting for Multi Gift
• 3. Add a multi-address notice to your Shopify checkout