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 update undeliverable rewards, setting up an email notification for undeliverables, 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.
Undeliverable Rewards
What is an undeliverable reward?
An undeliverable reward occurs when a reward cannot reach the recipient’s inbox. Undeliverable rewards fall into two categories:
Temporarily Undeliverable (Soft Bounce): The email address exists and is recognized by the system, but delivery fails (for example, a full inbox).
📌 The system automatically retries sending these rewards, so the email address can’t be edited.Undeliverable: The system does not recognize the email address and cannot deliver the reward. These rewards can be updated in the system using the instructions below.
Potential outcomes for undeliverable rewards
If an undeliverable reward isn’t updated, different outcomes can occur depending on the reward type. Understanding these outcomes helps you plan next steps and avoid lost rewards:
Promotional rewards (with a claim-by date): If the reward is undeliverable when it is cancelled or expires, 100% of the reward value is returned to your account.
Note: If you cancel a single reward in a larger order, the credit is applied when the entire order is considered complete.
Standard rewards (no claim-by date): Cannot be cancelled. The reward will remain undeliverable until the email address is updated.
Updating Undeliverable Rewards
Most undeliverable rewards are caused by errors in the email address, such as typos. You can update the email and resend the reward using the following methods:
Via Contacts
Go to the Contacts section and switch the filter from "All" to Show Undeliverable Contacts.
Find the contact and click their name to view their gifting history.
Click Update, enter the correct information, and resend the reward.
Via Rewards History
You can also update undeliverables using the Rewards History page and filtering rewards by status. Detailed information can be found here.
Via the Order page
Find the original order and open it.
Locate the undeliverable rewards and contacts in that order.
Click Update, correct the email, and resend.
💡If you are ever uncertain regarding your options for an undeliverable reward, reach out to us via the live chat or support@giftbit.com with the email of the recipient that is undeliverable.
Setting up Undeliverable Notifications
Undeliverable reward notifications help you stay aware of any rewards that need attention.
By default, these notifications are sent weekly, but you can update the frequency or turn them off entirely in your notification settings. If you turn email notifications off, you’ll still have in-app alerts whenever a new undeliverable reward appears.
How to update your notifications settings
Log in to your Giftbit account.
Click your username in the bottom-left and open Account Overview.
Scroll to Undeliverable Notification Settings.
Enable notifications and choose a frequency (Daily, Weekly, Monthly), or turn off email notifications.
If your account is on a team, select other team members who should also receive the notification for your account.
Email Frequency - All emails are delivered at 4:00 AM Pacific Time.
Daily: Every day
Weekly: Every Wednesday
Monthly: The first day of the month
Reward Sent to the Wrong Email
There are times when the email address you received from a recipient was incorrect, but the email still exists and is 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.
Note that there is no additional cost to resend a reward. It is just a resend of the original reward they received. As mentioned, the recipient can search for "gifts@giftbit.com" to locate their reward.
Similar to Undeliverable rewards, you can also do a resend from inside the order itself. Simply enter the order in question, find the contact in the order, and click "Resend".
Want to do a larger resend of unclaimed? You can use the Reward History page to do so. More information can be found here.
💡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.