Gifts
Create a new gift instead of changing an old one, give every gift-card amount its own coupon code group, and remember that on the smaller plans gifts are created by your provider. Those three lines cover most gift questions of the year.
Check first
- Does the gift exist? Open Benefits, Gifts. On the smaller plans the club is delivered with the gifts named at sign-up; if the sign-up form said "no" to a birthday gift, there is none.
- Is it the same gift, renamed? An old gift edited into a new one brings its history with it.
- Does the member have email or SMS consent? A gift that travels by email cannot reach a member whose email consent is off.
- Can you create gifts on your plan? See No permissions, or a page you cannot see.
Causes and fixes
The old gift was reused
A club renamed an expired gift, extended its validity and reused it for a new promotion. Every member who had received the old gift got it back, three copies in some accounts. Expired gifts stay on the member's account, and extending the validity revives them.
Fix: always create a new gift for a new promotion and leave the old one to expire. Editing an active gift also changes what every campaign that issues it sends from then on; see Create a Gift.
One code paid two gift cards
Two gift-card rules, for 100 and for 125, pointed at the same coupon code group. One code entered by a member fired both rules. The amount lives only in the rule's name, so the platform cannot see that the link is wrong.
Fix: one coupon code group per amount, with a clear name, and a review of every gift-card rule before it goes live. See Coupon codes.
"No permissions" when creating a gift or a campaign
On the smaller plans nobody creates gifts or campaigns from the screen: the club is delivered with the ones named at sign-up, your provider creates a new one on request, and the distributor can edit it afterwards. The notice is the plan, not a fault. Ask your provider for the gift you want (an amount or a percentage, and the validity).
The gift email never arrived
A member bought a digital gift card and the email with it never left: the member's email consent was off. The rule fires once; turning consent on afterwards does not send it again.
Fix: check the member's consent flags before selling something that travels by email. To deliver it after all, send the gift again from the member's Actions, or generate a code and assign it to the member, and tell your provider so the code is marked as bought.
A deleted member cannot sign up again
The phone number of a deleted member is blocked from registering again on purpose, to stop welcome and birthday gifts being collected twice. It is not lifted by default; your provider can unblock one number on request, with the phone and the reason.
When to write to your provider
Write when a gift has to be created on a plan that does not allow it, when a gift was issued to the wrong profile, or when a reused gift has to be cleaned from members' accounts. Send the gift's name, the member's phone or email, and what the club wants instead. See How to ask for help.