Email Delivery Issues

If gift card delivery emails are not reaching recipients, find your issue below.

Start with the delivery channel

Each batch is locked to the delivery channel you chose when you created it, and the causes differ by channel. Open the batch and check which channel it uses before you go further.

• Shopify: BatchCard sends through Shopify's built-in gift card email. Every section that follows describes this channel.
• Klaviyo: BatchCard sends an event to your own Klaviyo account, and your Klaviyo flow sends the email. Go straight to Klaviyo batches.

Emails not sending

Symptom: You enabled email delivery, but no emails are going out.

Cause: This usually comes down to plan requirements, missing email addresses, or cards whose recipient details have already been removed.

Fix:

1. Confirm your plan includes email delivery. The Free plan does not support it. Go to Settings in BatchCard to check your current plan.
2. Make sure the recipient_email column is filled in for each row you want to deliver. Rows without an email address are skipped.
3. Check that the batch status shows Completed. Emails are sent after gift cards are created.
4. If you just submitted the batch, wait a few minutes. Large batches take time to process because deliveries respect Shopify's rate limits. Temporary failures retry automatically.
5. Look for an Anonymized badge on the cards. Data retention removes the recipient email and name once the retention window passes, so an anonymized card has no address left to deliver to. Sends, retries, and reminders skip these cards on purpose and never count them as failures. This is the feature working, not a fault. See Data Retention.

Emails going to spam

Symptom: Recipients report that the gift card email landed in their spam or junk folder.

Cause: Email filters can flag automated messages, especially if the recipient has strict spam settings or has not received email from BatchCard before.

Fix:

1. Ask the recipient to check their spam or junk folder.
2. Have them mark the email as "Not spam" and add the sender to their contacts.
3. If multiple recipients report spam issues, check that the email addresses are correct and that recipients expect to receive gift cards.

Wrong recipient

Symptom: A gift card was delivered to the wrong person.

Cause: The recipient_email or recipient_name in your CSV had incorrect data.

Fix:

1. Check the original CSV or batch details for the incorrect entry.
2. Gift card codes cannot be "unsent." If one wrong person received a code, disable that single gift card in your Shopify admin to prevent it from being used. If a bad import sent the whole batch to the wrong people, deactivate the whole batch from the batch page instead, which requires the Starter plan or higher. See updating a whole batch.
3. Create a new gift card for the correct recipient.
4. Double-check your CSV data before the next import.

Delivery status stuck on "Scheduled"

Symptom: The delivery status shows scheduled and does not change.

Cause: The delivery status updates to sent approximately 1 hour after the scheduled send time.

Fix:

1. Wait up to 1 hour past the scheduled send time. The status updates to sent approximately 1 hour after delivery.
2. Keep the batch detail page open. It updates automatically, so status changes appear without refreshing.
3. If the status has not changed after 2 hours, contact support.

Bounced emails

Symptom: Delivery status shows failed for one or more gift cards.

Cause: The email address is invalid, the mailbox is full, or the recipient's email server rejected the message.

Fix:

1. Open the batch details to see which deliveries failed.
2. Check each failed email address for typos or formatting errors.
3. Common issues: missing letters in the domain (@gmial.com), extra spaces, or addresses that no longer exist.
4. Correct the email address and retry delivery from the batch details page, or create a new batch with the corrected addresses.

Delivery email not received (no error shown)

Symptom: BatchCard shows sent but the recipient says they did not receive it.

Cause: The email was accepted by the recipient's mail server but may have been filtered. Note that sent is inferred approximately 1 hour after the scheduled send time, not confirmed by a delivery receipt.

Fix:

1. Ask the recipient to search their inbox, spam, junk, and promotions folders for "gift card."
2. Verify the email address is correct in the batch details.
3. If the address is correct and the email cannot be found, retry delivery or share the gift card code directly.

Klaviyo batches

Symptom: A card on a Klaviyo batch shows Sent to Klaviyo, but the recipient never received an email.

Cause: On this channel BatchCard hands an event to Klaviyo and your own flow sends the message. Sent to Klaviyo means Klaviyo accepted the event, not that the email was delivered.

Fix:

1. Check that your flow is metric-triggered on the BatchCard Gift Card Issued metric. Klaviyo's event variables only fill in on a metric-triggered flow, so a list-triggered or segment-triggered flow sends blank gift card details.
2. Get the flow's email approved as transactional. Klaviyo treats flow email as marketing by default and never delivers it to a suppressed or unsubscribed profile. This is the most common reason a card reads Sent to Klaviyo while the recipient gets nothing.
3. Confirm the Klaviyo connection is still live under Settings > Integrations in BatchCard. Sends that were still pending when the key was disconnected or rejected fail with "Klaviyo disconnected," and those recipients get nothing. Reconnect your key, then click Retry failed on the batch.

See the Klaviyo integration for setup, the event schema, and how to get a flow approved as transactional.

Related

• Sending Notifications -- set up and send gift card delivery emails
• Klaviyo Integration -- send gift card emails through your own Klaviyo account
• Data Retention -- when recipient details are removed from delivered cards
• Email Delivery -- overview of the email delivery feature
• Status Definitions -- what each delivery status means