1. Giftnote FAQ: Resolving Common Issues & Setup Questions

Quick answers to the questions merchants ask us most, from a missing widget to duplicate emails. Find your problem in the headings below. Each answer starts with the fix.

Getting help with setup

Can you set Giftnote up for me?

Yes. Email support@giftnote.com to request a complimentary onboarding. We aim to have you set up within 48 hours. It's included on all paid plans.

I'm an agency. Can I get a sandbox store to test in?

Yes. Email support@giftnote.com and we'll set up a development sandbox for you.

Display & visibility issues

When the gift message box doesn't show on your store.

The Giftnote widget is missing from my product page

Turn on the Giftnote app embed. The app embed is the main switch in your Shopify theme that loads Giftnote on every page. If it's off, no Giftnote widget shows, even if you've added the block.

1. In Shopify, go to Online Store → Themes → Customize. This opens the theme editor.
2. In the left sidebar, click the App embeds icon.
3. Switch Giftnote Control Panel on and click Save.
4. Check the product template. If your products use more than one template (for example a "Clothing" template and a "Default" template), add the widget to each one.

To check it worked, open Giftnote → Settings → Overview. Under Online store widgets, Giftnote Control Panel should show Active. For more fixes, see Widget Not Appearing on My Store.

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

Add the Giftnote block to your cart drawer section. Slide-out carts (cart drawers) are built differently from normal pages, so they need their own block.

1. In the theme editor, open your Cart Drawer section.
2. Add the Giftnote block there, if your theme allows it.
3. If you can't add it, your theme needs a small code snippet instead. Contact support and tell us your theme name, and we'll help.

Gift card & pricing issues

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

Your gift card prices in Shopify don't match the amounts. Open your gift card product in Shopify and check that each variant's Price matches its name (a $50 variant should cost $50). If Compare At Price is filled in, clear it. It can make the widget show an "Invalid Price" warning.

The "Schedule for Later" option is missing

Your gift card product is using a normal product template. Gift cards need their own template with the Giftnote Gift Card Message block, which adds the delivery date picker.

1. In the theme editor, create a new product template for gift cards (for example product.gift-card).
2. On that template, add the Giftnote Gift Card Message app block. An app block is a Giftnote section you drop into a page in the theme editor.
3. Assign your gift card product to the new template.

To check it worked, open Giftnote → Settings → Overview. Under Online store widgets, the Gift Cards Message row should show Active on your published theme.

Email & notification issues

Recipients are receiving two of every email

Giftnote and Klaviyo are both sending the same email. Once your Klaviyo flows are live, turn off Giftnote's own version of each email Klaviyo now sends.

1. In Giftnote, go to Settings → Notifications.
2. Open a notification that Klaviyo now sends.
3. Under Channels, switch Email (and SMS, if Klaviyo sends the text too) off. Leave the Klaviyo switch on.
4. Repeat for each notification Klaviyo handles.

When are gift messages actually delivered?

It depends on the delivery option the customer picked at checkout.

• On Delivery (physical orders): Giftnote sends the message when the carrier confirms the parcel was delivered. A tracking number alone isn't enough. If the order has shipped but the carrier hasn't marked it delivered, the message stays pending. That's normal.
• Digital gift cards: Giftnote sends them straight after purchase, unless the customer picked a later delivery date.

Customers can also pick Send Now, Send Later or On Fulfillment. See Delivery Options: Send Now, Send Later, On Delivery, On Fulfillment for how each one works. You choose which options customers see in Settings → Gift Orders → Advanced → Delivery Methods.

Shopify Plus checkout issues

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

The Giftnote checkout block only works on Shopify Plus. Basic, Shopify and Advanced plans can't add blocks to checkout. If you're on Plus, you need to add the block yourself. It doesn't appear on its own.

1. In Shopify, go to Settings → Checkout → Customize. You can also get there from Settings → Gift Orders in the Giftnote app.
2. Add the Gift Message block. If you also see an older "Checkout Message" block, don't use it.
3. Click Save.

Order management issues

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

Open the order in Shopify admin. Add the Giftnote summary block to the order page once, and from then on it shows the gift message on every gift order, with a link to the order in Giftnote. See Viewing Gift Notes via Shopify Order Admin for how to add it.

• Gift details in Additional Details: Giftnote saves the gift message in its own field on the order (a metafield), not in the order's Additional Details. If your packing slips, Shopify Flow, Order Printer or 3PL read the old giftnote_* fields, turn on Keep Order Attributes in Settings → Gift Orders → Advanced. It's off by default. Shops that already had it on keep it. Once you turn it off, only Giftnote support can turn it back on.
• Filter gift orders: Giftnote adds a tag to every gift order, so you can filter your Shopify order list to see only gift orders. Change the tag in Settings → Gift Orders → Advanced → Tag text.

Everyday tasks

Navigate between gift messages and gift cards

The Giftnote app has sections for Gift Orders, Gift Cards and Multi Gifts, plus Analytics and Settings. Switch between them from the Giftnote menu in the Shopify admin sidebar.

Find a specific gift order

Open Gift Orders and use the search icon at the top of the list. Use Filter and Date to narrow the list. You can also open the order in Shopify admin and click through to Giftnote from the Giftnote summary block.

Edit a scheduled gift message

Open the order in Giftnote and click Edit on the Gift Message card. You can change the message, the recipient, the delivery method and the scheduled time, even after the message has gone out.

Saving an edit doesn't send the message again, and you can't unsend a message. To send it again, use Resend (see below), but check the order's Timeline first so you don't send a duplicate. If a message went out too early or needs recreating, contact support and we'll recreate it for you.

Archive a gift message

Open the gift order in Giftnote and choose Archive. Giftnote removes the order from your active list and stops processing it. Use it for cancelled or test orders.

You can't undo an archive, and Giftnote has no delete. To cancel the order itself, cancel it in Shopify.

Resend or Send now?

Both buttons are on the Notifications card of the order page, one row per notification.

If a gift card code wasn't created, contact support. The app has no button to recreate a gift card.

Avoid duplicate sends. Both buttons send to your real customer or recipient. Wait for the order page to finish loading first, because rows can look unsent while it loads. Don't resend a row that shows Sent unless the recipient confirms they never got it. For step-by-step help, see How to resend messages.

Export your gift card data

Use Giftnote's Liability Report. It's the most accurate record of the gift cards Giftnote has issued and what you still owe on them. Exports need a paid plan.

1. In Shopify admin, open Apps → Giftnote.
2. Go to Settings → Exports.
3. Next to Liability Report, click Export. Pick a date range, or leave it blank to export everything.
4. Download the file from Export history.

Don't use Shopify's own "Outstanding Gift Card Balance" report for Giftnote cards. It lists them as ISSUED rather than SOLD, because a third-party app created them.

The same page exports Gift Cards CSV (ID, status, balance, recipient, order reference), Gift Orders CSV (status, delivery method, total, customer, recipient) and Multi Gifts CSV. Use Gift Orders CSV to get your gift message orders on their own.

Need full gift card codes? (For example, for printed cards.) Add the gift card code to the recipient's profile in your Klaviyo flow. The full code then shows up in your Klaviyo exports.

Notes

• Status looks wrong: if an order's status doesn't match what happened (for example, "Unfulfilled" on a delivered order), give it 24–48 hours to catch up. If it's still wrong, contact support and we'll fix the status.
• Deactivate lots of old gift cards at once in Shopify: go to Products → Gift Cards, filter by date, select the cards and deactivate them. To disable one card, open it in Giftnote and choose Disable.
• You can't edit a gift card's balance once it's issued. Shopify doesn't allow it. To make up a difference, issue a new gift card for that amount.
• Gift card expiry: set the default expiry in Settings → Gift Cards → Advanced → Expiry. To see one card's expiry date, open the card in Giftnote or in Shopify under Products → Gift Cards.
• Multi Gift revenue counted twice: Shopify's revenue reports can count both the main Multi Gift order and each recipient's order. See Updating Shopify Reporting for Multi Gift to filter them out.

Quick reference: issue and resolution

Still experiencing issues?

We can help with custom theme setups and CSS styling. Chat with us using the chat button in the help centre or in the app, or email support@giftnote.com.

Related articles

• Next: Delivery Options: Send Now, Send Later, On Delivery, On Fulfillment
• Widget Not Appearing on My Store
• Gift Message Not Delivered to Recipient
• Gift Card Not Received by Recipient