When sending rewards by email, you can't always account for different email settings and recipient behaviour.
Sometimes you are given an email that is incorrect, the settings of their email (or their IT team) stop their reward from arriving, or they delete the email thinking it was a spam email or phishing attempt!
This article covers how to handle undeliverable rewards, how to resend a reward if a recipient has lost or deleted the email, and what to do with those in-between situations that cannot always be accounted for.
💡All rewards emailed through Giftbit come from "gifts@giftbit.com". Having recipients search for this email in their inbox/spam folders and marking the contact as safe may help with future rewards sent to them!
Updating Undeliverable Rewards
Undeliverable rewards happen when a reward cannot arrive in a recipient's inbox. Most commonly, this is a spelling mistake associated with the email. If a reward ends up in an "undeliverable" status, you can update the email and resend the reward using the below instructions:
First go to the "Contacts" section and swap the "All" filter to "Show Undeliverable Contacts".
Find the contact you want to update and click their name to find their gifting history.
Here you will see any gifts you have sent them, as well as an update button.
Click "Update", then enter the correct contact information and resend the reward.
Update only shows for contacts that have bounced and are undeliverable.
💡You can also update undeliverable emails from inside the order page itself. Find the order, find the contact that was undeliverable and click update to correct the information. You are then good to resend!
If the reward is shown as "temporarily undeliverable" Giftbit will automatically attempt to resend the email. This can often happen due to a full inbox, or an email setting not allowing the reward into their inbox.
Reward Sent to the Wrong Email
There are times where the email you have been given by a recipient was incorrect, but the email still exists and ends up delivered. If this happens and the reward is still unclaimed, reach out to the support team through the live chat or through support@giftbit.com with the email the reward was sent to. If the reward has already been claimed, Giftbit will be
If you get a response from our chatbot, simply say "Agent" and our team will respond to you during office hours to get it sorted!
💡If a reward went to an incorrect email but was undeliverable, refer to this section of the article!
Resending Rewards
If a reward has been delivered, but the recipient is not able to find it or deleted it, you can always resend the same reward.
Click into "Contacts" on the left menu and use the search bar to search by their email, or name.
When you have found the contact, click on their information to find their full reward history. Once you find the correct reward, simply click resend to have a new email sent out!
Of note, there is no additional cost to resending a reward. It is just a resend of the original reward that was sent to them. As mentioned, the recipient can search for "gifts@giftbit.com" to help find their reward as well.
Similar to Undeliverable rewards, you can also do a resend from inside of the order itself. Simply enter the order in question, find the contact in the order and click "Resend".
💡If you have selected "Promotional Rewards" (rewards that have a claim by date), Giftbit will automatically send a reminder to all recipients who have not yet claimed their reward 30 days before it expires. It is not recommended to resend the reward multiple times as it can increase the chance recipients view it as spam.
Common Undeliverable Questions
Common Undeliverable Questions
Why do I get an error when trying to add a specific contact?
If you are getting an error when trying to send to a specific contact, there are three possible reasons for that, all tied to the recipient being considered "undeliverable".
Undeliverable Address - If an address has previously hard-bounced, Giftbit will not allow for sending of a reward to that address again.
Complaint - The recipient has previously marked a Giftbit email as spam. Once marked as spam, Giftbit can no longer send to that email address. This is not reversible.
Unsubscribed - If a recipient has unsubscribed to Giftbit emails, we also cannot send emails to them any longer. The recipient can resubscribe if they still have a previous email, or reach out to Giftbit to get a resubscribe link created for them.
Common Resend Questions
Common Resend Questions
Recipient says they are not getting an email when I resend, despite it showing as delivered, what can I do?
If a recipient is still not receiving an email have them mark "gifts@giftbit.com" as safe and attempt a resend. It is possible their email settings may be blocking the email or sending it straight to spam.
If it is still not working, Giftbit can provide the recipient with a direct link to their reward. Either have the recipient reach out directly or provide their email and Giftbit can email to them directly. For security purposes, Giftbit will not provide a direct link to the original sender.