--- title: Find a Giveaway Order for Support shortDescription: Locate a Twitch gift or giveaway link order on the creator's dashboard when a customer says they won but never received their prize. articleType: Troubleshooting primaryTopic: giveaway-order-support-lookup categories: - Orders - Promotions - Integrations tags: - giveaway-support - twitch-gifting - giveaway-links - order-lookup - supporter-help - twitch-handle - unclaimed-gifts - support-workflow tasks: - find a giveaway order by customer name or email - look up a Twitch gift winner by Twitch handle - switch into a creator's shop to search their orders - resolve a creator handle to the right Fourthwall shop - help a customer who won a giveaway from another creator terms: - find giveaway order - I won a giveaway - giveaway winner support - Twitch gift not received - giveaway link redemption missing - look up giveaway by Twitch username - search orders by customer email - which shop owns the giveaway - giveaway order under wrong account - Orders Twitch gifts page - giveaway lives in creator shop labels: - giveaway-support - order-lookup - twitch - giveaway-links contextString: Use when a customer contacts support about a giveaway they won from a creator. The order lives in the creator's shop, not the customer's account. breadcrumbPath: "Manage my shop > Apps, features, and integrations > Find a Giveaway Order for Support" relatedModules: - name: orders-list route: /admin/dashboard/contributions/orders/ - name: giveaway-packages-list route: /admin/dashboard/promotions/giveaway-packages/ - name: promotion-code-create route: /admin/dashboard/promotions/promotion-codes/create/ - name: giveaway-package-create route: /admin/dashboard/promotions/giveaway-packages/create/ last_updated: '2026-05-13' path: manage-my-shop/apps-features-and-integrations/giveaway-order-support-lookup --- # Find a Giveaway Order for Support When a customer reports winning a giveaway but never receiving their prize, the order is not under the customer's account. Every giveaway — Twitch gift or giveaway link — belongs to the creator who ran it. Find the order by working inside the creator's shop. ## Why the order is in the creator's shop Both giveaway types are tied to the creator who funded them: - **Twitch gifting.** A viewer buys a gift on the creator's site. The bot picks a winner from chat. The order is filed under the creator's shop with the winner's Twitch handle attached. - **Giveaway links.** The creator generates single-use links and distributes them. When a recipient redeems a link, the order is filed under the creator's shop with the recipient's checkout email attached. The customer who won is rarely the shop owner. They may have their own Fourthwall account, but that account is not where the giveaway order lives. Always resolve the creator's shop first. ## Step 1: Identify the creator's shop Ask the customer for the creator's name, handle, or shop URL. The handle may be a Twitch username, a TikTok handle, or the subdomain of the shop (for example, `creatorname.fourthwall.com`). To resolve the handle: - If the customer gave you a shop URL (`something.fourthwall.com` or a custom domain), that is the shop. - If they gave you a Twitch or social handle, search for the creator by name and match on the public shop linked from their channel or socials. - If they only know the creator's first name or stream alias, ask for the shop URL. The same first name can map to many creators. You are looking for the creator's shop — the one that ran the giveaway, not the customer's. ## Step 2: Avoid the requester-is-the-owner false positive The most common mistake is matching the customer's email to a shop they own and assuming that shop ran the giveaway. A customer can own a Fourthwall shop and still be a giveaway winner on someone else's shop. Their own shop might be in `COMING_SOON` status, a test shop they abandoned, or a side project unrelated to the creator they watch on Twitch. If the shop tied to the customer's email matches the customer's name (not the creator they named), that is their shop. Set it aside and resolve the creator's shop instead. Confirm you have the right shop before searching: - The shop's public name or branding matches the creator the customer named. - The shop has live products and is past `COMING_SOON` status. - The shop has the giveaway integration set up: either Twitch gifting connected or active giveaway links. ## Step 3: Switch into the creator's shop to search Order search is scoped to the shop you are working in. To find the giveaway order, switch your active shop context to the creator's shop before running any order search. Every search filter and order list then reflects that shop's data. ## Step 4: Search for the giveaway order Once inside the creator's shop, the lookup depends on which giveaway type the customer won. **Twitch gift** Go to **Orders** > [**Twitch gifts**](https://my-shop.fourthwall.com/admin/dashboard/contributions/orders/giveaways/?redirect) in the creator's dashboard. The list shows every gift purchase, the winner's Twitch handle, and redemption status. Search by: - **Twitch handle.** The winner is identified by their Twitch username. This is the most reliable field for Twitch gifts. - **Stream date.** If the customer knows roughly when they won, filter by date. - **Redemption status.** Unredeemed gifts show "X redeem left" or "Gift (Redeemed 0/1)" in the status column. If the gift has not been redeemed, the winner can still claim it at `yoursitename.com/redeem` by logging in with the Twitch credentials matching the announced handle. If they cannot redeem because the gift was already claimed, see the creator's [Twitch Gifting](/manage-my-shop/apps-features-and-integrations/twitch-gifting) settings for redo options. **Giveaway link** Go to **Orders** > [**Orders**](https://my-shop.fourthwall.com/admin/dashboard/contributions/orders/?redirect) in the creator's dashboard. Search by: - **Customer email.** The email entered at checkout when the recipient redeemed the link. Partial matches work, for example searching the local part before the `@`. - **Customer name.** First name, last name, or both. - **Order date.** Useful when the customer knows roughly when they redeemed the link. Giveaway link orders look like normal orders with the giveaway promotion applied. If the customer has not redeemed the link yet, there is no order. Check the [Promotions](https://my-shop.fourthwall.com/admin/dashboard/promotions/promotion-codes/?redirect) page for the giveaway link list and confirm whether the link is still **Available** or already **Used**. ## What to ask the customer Collect these details to find the order quickly: 1. **Creator name or shop URL.** Required to identify the shop. 2. **Giveaway type.** Twitch gift or a giveaway link they were sent. If they do not know, ask whether they entered through Twitch chat or clicked a link in a DM or email. 3. **Identifier.** For Twitch gifts: their Twitch username at the time they won. For giveaway links: the email they used to redeem. 4. **Approximate date.** Stream date or redemption date. If the customer does not have a shop URL but knows the creator's social handle, check the creator's bio or pinned posts to find the shop. ## Common pitfalls - **Searching the customer's account.** The order is not there. Switch into the creator's shop first. - **Matching on the customer's email to find a shop.** That match returns the customer's own shop, not the giveaway source. Resolve the shop by the creator's name or URL instead. - **Treating a `COMING_SOON` shop as the source.** A shop that never launched cannot have run a giveaway. Skip it. - **Searching the wrong order list.** Twitch gifts live under **Orders** > **Twitch gifts**. Giveaway link redemptions live under the main **Orders** list with a promotion applied. ## Frequently asked questions ## A customer says they won a giveaway. What is the first thing I should check? Identify the creator's shop, not the customer's. The order is filed under the creator who ran the giveaway, never under the winner. ## The customer's email matches a Fourthwall shop. Is that the giveaway source? Probably not. That match is the customer's own shop, which they may have created but never launched. The giveaway source is the creator the customer named, not the customer themselves. ## How do I tell which giveaway type the customer won? Twitch gifts are tied to a Twitch username and live under **Orders** > **Twitch gifts** in the creator's dashboard. Giveaway link redemptions look like normal orders and are tied to the email entered at checkout. Ask the customer how they entered: through Twitch chat or by clicking a link. ## What if the gift was never redeemed? The order still exists under **Orders** > **Twitch gifts** with status **Gift (Redeemed 0/1)** or similar. The winner can redeem it at `yoursitename.com/redeem` by logging in with the announced Twitch handle. The creator can also redo the giveaway while live on Twitch. ## What if no order shows up under the creator's shop? Confirm you are in the right shop. Re-check the shop URL with the customer. If the creator runs multiple shops, ask which one the giveaway came from. If no matching order is found, the customer may have the wrong creator, or the giveaway may have been on a different platform.