The Free Shipping Window lets eligible shoppers receive free shipping on a subsequent order when a previous order meets the required criteria. You can configure the window and minimum purchase amount under Setup > Shipping.
Use the table of contents below to navigate to specific sections of this article:
- What Is the Free Shipping Window
- What Triggers the Free Shipping Window
- Does the First Order Have to Be Paid Shipping
- How Does the Free Shipping Window Work
- Why Didn't a Customer Qualify for Free Shipping
- FAQs
What Is the Free Shipping Window?
The Free Shipping Window gives a customer free shipping on their next eligible order after they place an order that qualifies.
The feature uses your configured Free Shipping Window Minimum and timeframe to determine when the window opens and which subsequent orders qualify for free shipping.
What Triggers the Free Shipping Window?
An order can open a Free Shipping Window when it meets the required criteria.
The following rules apply:
- The order's post-discount subtotal must meet or exceed the amount set in Free Shipping Window Minimum under Setup > Shipping.
- The subtotal does not include taxes, shipping, or fees.
- Dropship products do not count toward the minimum subtotal.
- The customer must have a shipping address saved on their customer account under Customers.
- The delivery address on the qualifying order must match the address saved to the customer's account.
- The order must not contain dropship items.
- The customer must place a subsequent order within the configured Free Shipping Window timeframe.
- An order synced to CommentSold through MSM may also trigger the Free Shipping Window.
Apple Pay Customers
Customers using Apple Pay can qualify for the Free Shipping Window when they do not use Guest Checkout.
When Apple Pay is used, CommentSold does not compare the street address from the previous order when determining eligibility.
Does the First Order Have to Be Paid Shipping?
No. A customer does not have to pay for shipping on the order that opens the Free Shipping Window.
Two common scenarios can open the window:
The Order Meets the Free Shipping Minimum
If the customer's order meets the configured Free Shipping Window Minimum, the customer receives free shipping on that order and the Free Shipping Window opens.
The customer can then receive free shipping on their next eligible order placed within the configured timeframe.
The Customer Uses a Free Shipping Coupon
If a customer uses a free shipping coupon, they receive free shipping on the order and the Free Shipping Window opens.
The customer can then receive free shipping on their next eligible order placed within the configured timeframe.
How Does the Free Shipping Window Work?
The basic flow is:
- A customer places an order.
- The order meets the criteria required to open the Free Shipping Window.
- The Free Shipping Window opens for that customer.
- The customer places another eligible order within the configured timeframe.
- The subsequent order receives free shipping.
Why Didn't a Customer Qualify for Free Shipping?
If a customer expected free shipping but did not receive it, check the following:
- Did the qualifying order meet the post-discount Free Shipping Window Minimum?
- Did the customer have an address saved under their Customers record?
- Did the saved customer address match the delivery address?
- Was the order placed within the configured Free Shipping Window timeframe?
- Did the order contain dropship items?
- Did dropship products incorrectly contribute toward the minimum subtotal?
- Was the customer using Apple Pay with Guest Checkout?
- Was the qualifying order synced through MSM?
FAQs
Does a customer have to pay shipping to open the Free Shipping Window?
No. A qualifying order can open the Free Shipping Window even if the customer received free shipping on that order.
Do discounts count toward the Free Shipping Window Minimum?
The minimum is based on the post-discount subtotal. Taxes, shipping, and fees are excluded.
Do dropship products count toward the Free Shipping Window Minimum?
No. Dropship products do not count toward the minimum subtotal and orders containing dropship items do not qualify to open the Free Shipping Window.
Does a customer need a saved address to qualify?
Yes. The customer must have an address saved to their customer account under Customers, and the delivery address must match the saved account address.
Can a free shipping coupon open the Free Shipping Window?
Yes. If the customer uses a free shipping coupon, the order can open the Free Shipping Window for their next eligible order.
Can an MSM order trigger the Free Shipping Window?
Yes. An order synced to CommentSold through MSM may trigger the Free Shipping Window.
Where can I configure the Free Shipping Window?
Go to Setup > Shipping in your CommentSold dashboard to configure the Free Shipping Window settings.