Why did I receive single-item orders which should have a gift, but did not. ("Buy Now"?) (Dr Free Gift, BOGO Buy X Get Y Shopify App)
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CREATE FREE GIFTS
HOW TO'S
PROMOTE YOUR FREE GIFT
GIFT INVENTORY
GIFT FRAUD
FAQS
TROUBLESHOOTING
Shopify doesn’t natively support the automatic addition of gifts to the cart, but our app, Dr. Free Gift, bridges this gap. When a predefined goal is met, the app instructs Shopify to automatically add a free product to the customer’s cart. However, in some cases, this process may not work as expected. Here are a few common reasons why gifts may not be added correctly:
- Usage of “Buy Now” buttons on product pages
- Usage of thirst-party Checkout apps
- Internet connectivity issues
Let’s take a look at how each of these scenarios come into play and what the potential solutions are.
1. Usage of “Buy Now” buttons on product pages
If your store uses “Buy Now” buttons on product pages, customers can bypass the cart and directly purchase the item they are currently viewing. However, this also means they will miss out on any gifts added to the cart by our app. The reason for this is that the “Buy Now” button skips the cart entirely and creates a custom checkout view with only the product the customer wants to buy.
Solution:
To ensure the gift is added, we recommend removing the “Buy Now” button from the product page. This forces the customer to go through the cart, where the gift will be added as intended.
2. Using Third-Party Checkout Apps
When you use a third-party checkout app, it takes control over the final contents of the cart that appear at checkout. Some third-party checkout apps have specific requirements for each product, and if those aren’t met, the product (including gifts) may not appear at checkout.
Solution:
If you notice the gift is added to the cart but disappears during checkout, it’s likely due to the third-party checkout app’s rules. In this case, please contact us so our support team can assist with troubleshooting.
3. Internet connectivity issues
Since Dr. Free Gift relies on JavaScript to add gifts to the cart, it can be affected by internet connectivity issues, particularly on mobile devices with unstable connections. While this issue is rare, it’s something to consider if the gift fails to be added.
Need Help?
If the cause of the issue isn’t clear or the gift still isn’t being added as expected, don’t hesitate to reach out to our support team. We’re here to help and can troubleshoot the issue further to ensure everything works smoothly.