Gift card not received
Find out why a customer didn't get their gift card reward, starting from its status on the project's Rewards page, and fix each cause.
When a customer says their gift card never came, it's most often still waiting for you to approve their testimonial, or its email is in their spam folder. To find out, open Rewards under Collect in your project's sidebar and find the customer under Recent Rewards, which lists the project's 20 latest gift cards. Their gift card's Status, or the fact that they aren't listed, tells you what happened.
You see the page if you own the workspace or are an Admin on the project. Gift cards are on Premium and Business. Coupon codes and other kinds of reward never appear on this page: see Rewards for testimonials.
Check this first
If the customer's gift card says Pending, it's waiting for you. The Require Approval condition on a form's Rewards tab is on unless you turned it off, so a gift card is sent only once you approve the testimonial. Approve it, and the gift card follows.
For everything else, go to the section for what Recent Rewards shows:
| Recent Rewards shows | Go to |
|---|---|
| Pending | The testimonial is waiting for your approval |
| Processing | Nothing to fix: the gift card is being issued right now. |
| Sending email | Nothing to fix: the gift card is issued, and its email is on its way. |
| Delivered | The gift card was sent and the customer can't find the email |
| Issued | Nothing to fix: the gift card was issued long ago, and the record of its email is no longer kept. |
| Email not delivered | The gift card's email didn't reach the customer |
| Failed | Issuing the gift card failed |
| Refunded | The gift card was canceled |
| The customer isn't listed | The customer isn't under Recent Rewards |
The testimonial is waiting for your approval
A Pending gift card is waiting to be sent, or waiting for you to approve the testimonial. Its amount is already set aside from the project's balance.
Find the customer's testimonial under Pending in the inbox and approve it: see Approve, reject and archive testimonials. The gift card is then issued and emailed, usually within a few minutes, and its status changes to Delivered.
- You already approved it. If you approved the testimonial and the gift card is still Pending, ReTestimonial retries it on its own once the approval is about 10 minutes old. A gift card also stays Pending while it's retried after a temporary error. If it's still Pending the next day, contact us.
- The testimonial is in Spam. If someone on your team marked the testimonial as spam, its gift card stays Pending. Open Spam in your project's sidebar, click Not Spam on the testimonial, then approve it. A testimonial left in Spam is deleted 30 days after it was marked, and the gift card's amount then goes back to the project's balance.
To send a form's gift cards without waiting for approval, see Decide who gets one and when.
The gift card was sent and the customer can't find the email
Delivered means the gift card was issued and the email with its link went out.
Ask them to search their spam folder for an email from your project's name "via ReTestimonial" with "reward" in its subject. It's sent from rewards@mail.retestimonial.com. See Emails not arriving.
To see what happened to the email, search the customer's address in the project's Email Log, where it's listed as Reward: see Check whether an email was sent.
- Delivered: their mail server accepted the email, so it's in a spam or junk folder, or held by a company filter.
- Sent or Delayed: their mail server hasn't confirmed delivery yet. Look again a little later.
- Bounced, Blocked or Failed: the email didn't reach them. Recent Rewards then shows Email not delivered: see the next section.
The gift card's email didn't reach the customer
Email not delivered means the gift card was issued and paid from the project's balance, but its email bounced, was blocked, was reported as spam or couldn't be sent. The line under the status says which.
Click Send email again on the customer's row, check the address under Send to, and click Send email. The same gift card link is sent again, and nothing is charged a second time. The row then shows the address the email went to, and Sending email until it goes out.
- If the address bounced or is blocked, enter another address for this customer. An address we've stopped emailing is refused: see An address stopped getting emails. Whoever opens the email can redeem the gift card, so use an address you know is theirs.
- "Too many requests": one gift card's email can be sent again three times a day, and a project gets ten tries an hour. Wait and try again.
- No button on the row: the email wasn't sent for a reason a new email wouldn't fix. Contact us with the customer's address and the gift card's date.
The customer isn't under Recent Rewards
First make sure theirs isn't simply older than the list goes: the workspace owner can look further back in the rewards wallet's transactions, where each gift card's line names the recipient's email. See Read your wallet's activity.
If they aren't there either, no gift card was set aside for them, and nothing was taken from the project's balance.
You're told when that happens for a reason you can fix. Everyone who can manage the project's settings gets a notification that starts "A gift card wasn't reserved" and names the reason. For each reason you get at most two a day: one for a gift card that will be tried again when you approve the testimonial, and one for a gift card that won't be.
What the customer saw after they submitted points to the cause:
| The customer saw | Cause |
|---|---|
| "Gift card rewards require an email address." | The customer left no email address |
| "We could not process your reward right now." | The project's balance was too low, Rewards are switched off for the project or A limit stopped the gift card |
| "Your reward will be available after your testimonial is reviewed." | The same three causes, on a form that waits for approval |
| "Gift card amount not configured." | The form's reward has no amount: see The form's conditions weren't met |
| Your usual Thank You page | The form's conditions weren't met or The plan no longer includes gift cards |
The project's balance was too low
If the project's balance can't cover a gift card when it's due (when the customer submits, or when you approve), it isn't sent, and it doesn't appear under Recent Rewards. Keep the balance topped up: the page shows a Low Balance Warning when it drops below the alert threshold in the project's reward settings.
Compare Project Balance on the Rewards page with the form's gift card amount. Gift cards that are waiting for approval have already taken their amounts out of it. Money in the workspace's rewards wallet doesn't count until it's in the project: click Allocate to Project to move it there, and see Add funds for gift card rewards if the wallet is empty too.
On a form that waits for approval, ReTestimonial tries to set the amount aside once more when you approve. So if the customer's testimonial is still Pending in the inbox, add money to the project first, then approve it, and the gift card goes out.
Rewards are switched off for the project
A project's forms send gift cards only while Enable Rewards is on in the project's settings, and moving money into the project doesn't turn it on. While it's off, a gift card is skipped just as it is when the balance is too low, and the Rewards page says Rewards are off for this project, with how many of your forms still offer a gift card.
In the project's settings, open the Rewards tab. Under Rewards Status, switch on Enable Rewards and click Save Settings. See Turn on rewards.
The customer left no email address
A gift card needs the customer's email address. Without one, the thank-you page says "Gift card rewards require an email address." and no gift card is set aside.
To make sure everyone can receive one, expand Customer email on the form's About You page and tick Required. See Ask for an email address.
The form's conditions weren't met
On the form's Rewards tab, Conditions decides who earns a gift card. A customer who doesn't meet them sees your usual Thank You page and gets no reward:
- Minimum Rating: their rating was lower, or they gave no rating.
- Video Only: they didn't send a video.
- Exclude Negative Feedback, on unless you turned it off: their rating was at or below the form's Negative Feedback Threshold.
- Max Rewards Per Email: their email address already has that many rewards from this form, counting one that's still waiting for approval.
- First N Submissions: the form has already given, or set aside, that many rewards.
Three more things on the form stop a gift card:
- The reward has no amount. Without a Gift Card Amount ($), no gift card is sent.
- Tiered Rewards has no reward for their type. A video or text testimonial whose card you left empty earns nothing.
- The submission went to Spam. A submission the form saves into Spam earns no reward, and restoring it with Not Spam doesn't add one.
See Decide who gets one and when.
A limit stopped the gift card
- The form's Budget Limit ($). On the form's Rewards tab, open Conditions. Under Budget & Limits, Budget Limit ($) stops the form's gift cards once those sent and those waiting would add up to more than the limit, and Budget Used shows what's been spent. Raise the limit, or set it to 0 for no limit.
- Daily limits. ReTestimonial also limits what one project can send in a day, and how often the same email address can get a gift card from one form: see Protection against abuse.
A gift card stopped by a limit is skipped just as it is when the balance is too low.
The plan no longer includes gift cards
Gift cards are on Premium and Business. On another plan, the Rewards page says Gift card rewards aren't on this workspace's plan, and:
- your forms give no gift card, so customers see your usual Thank You page;
- a gift card that was waiting is canceled when you approve its testimonial. Its status is Refunded, with Plan downgraded before reward approval under it.
Gift cards skipped or canceled this way aren't sent once you're back on a plan that includes them. See Plans and pricing.
Issuing the gift card failed
The gift card's status is Failed, with Couldn't be sent. under it. While the project has failed gift cards, Quick Actions on the Rewards page counts them too, for example "1 failed reward: see Recent Rewards below".
ReTestimonial retries temporary errors several times. If it still can't send the gift card, it stops, puts the amount back into the project's balance and sends you a Reward fulfillment failed notification. There's no button to send that gift card again. Thank the customer another way, or contact us with the recipient's email address and the gift card's date.
The gift card was canceled
Refunded means the gift card was canceled. A canceled gift card shows why under its status:
- Testimonial rejected, Testimonial archived or Testimonial deleted: the testimonial was rejected, archived or deleted while its gift card was waiting for approval.
- Form deleted: the form was deleted while the gift card was waiting for approval. Deleting a form cancels the gift cards still waiting on it, and its confirmation says how many and how much.
- No recipient email at approval: the testimonial had no email address left when you approved it.
- Plan downgraded before reward approval: see The plan no longer includes gift cards.
- Spam retention cleanup: the testimonial stayed in Spam until it was deleted, while its gift card was waiting.
In each of these cases the amount went back to the project's balance. Approving the testimonial afterwards doesn't send the gift card.
Canceled. on its own means the gift card itself was canceled after ReTestimonial ordered it. Contact us about that one.
After you fix the cause
Fixing the cause covers the customers who submit from now on. A gift card that was skipped, failed or canceled isn't sent afterwards, and the dashboard has no button to send one by hand, so thank that customer another way.
The exception is a form that waits for approval: a gift card that couldn't be set aside because of the balance, Enable Rewards or a limit is tried once more when you approve its testimonial. Fix the cause before you approve, and it goes out.
Still not received?
Contact us and include:
- your project's name;
- the customer's email address and the day they submitted;
- the gift card's Status under Recent Rewards and the line under it, or that the customer isn't listed;
- the status of the Reward email in the Email Log, if it's there.
Next steps
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