What to include
Most questions are about one specific gift, and these four things let us answer on the first reply instead of the third.
- Your store's myshopify.com domain
- The order number, for example #1042
- What you expected to happen, and what happened instead
- Anything the app showed you, especially a message on Needs attention
Please do not send us a gift card code. We do not need it, we cannot look it up, and it is spendable by anyone holding it.
Try these first
A few things are faster to fix yourself than to wait on a reply.
A recipient says the email never arrived
Check Needs attention in the app. If we recorded a bounce, use "This address did not work" and enter the corrected address. If there was no bounce, the mail was accepted and is most likely in a spam folder, so Resend the gift email and ask them to check there.
The gift fields do not appear on my product
Two things have to be true. The product needs your gift tag, which is giftcourier unless you changed it in the theme block settings. The GiftCourier gift fields block needs to be added to the product template in your theme editor. The setup checklist in the app walks through both.
An order was refunded after the gift went out
That card is live and spendable. We flag it for you rather than acting on our own, because the recipient may already be holding it. Needs attention has a Deactivate action on that gift, which turns the card off in Shopify. That is your call, not ours.
The FAQ covers refunds, bounces, resends, scheduling limits and what happens when you uninstall.
Things we cannot do
Worth knowing before you ask, so nobody wastes a round trip.
- We cannot read a gift card code. Only its last four characters are stored, deliberately. If a code is lost, resend the email.
- We cannot restore gifts cancelled by an uninstall. Cards already issued are unaffected and keep working.
- We cannot see a chargeback in progress. Shopify does not expose one to apps on most stores, so cancel the pending gift yourself if you are disputing an order.
Privacy and data requests
If you are a buyer or a gift recipient rather than a merchant, contact the store you purchased from. They are the data controller and Shopify relays the request to us. You can also write to us at the address below and we will help the merchant respond. The privacy policy sets out what we hold and for how long.
Security reports
If you believe you have found a security issue, email support@giftcourier.app with "security" in the subject line. Please include enough detail to reproduce it, and give us a chance to fix it before publishing.