Why was the free gift bought or charged for some customers?
APP SETUP
CREATE FREE GIFTS
HOW TO'S
PROMOTE YOUR FREE GIFT
GIFT INVENTORY
GIFT FRAUD
FAQS
TROUBLESHOOTING
Why was the free gift bought or charged for some customers?
Shopify doesn’t natively support the automatic addition of gifts to a cart, but Dr. Free Gift makes this possible. The app works by generating zero-priced gift products, which it adds to cart or removes based on the goals you configure. However, there are instances where the gift pricing might not work as intended.
Issue 1: Was the Gift Price Changed to a Non-Zero Amount?
If the price of a gift product has been modified from zero to a non-zero amount, customers will be required to pay for it, and the gift will no longer appear free.
How to Fix:
- Open the app’s Gifts and Goals page.
- Click on the Gifts tab.
- For each gift, click Edit to open its Shopify Products admin page.
- Adjust the price of the gift and any associated variants back to zero, following the same process you would use for any other product in your store.
Issue 2: Are You Using a Custom Checkout App?
If your store uses a third-party checkout app that doesn’t rely on Shopify’s native checkout, it’s possible the app is overriding the price of the gift—even if the cart displays it as zero.
Solution:
- Contact the support team for the custom checkout app.
- Explain the issue and request guidance on how to prevent the app from altering the price of the gift.
By following these steps, you can ensure that your gifts remain free for customers and that their checkout experience aligns with your goals. If you encounter further issues, don’t hesitate to reach out to our support team for assistance.