Troubleshooting Errors and FAQs for Free Gift With Purchase

Abdul Sameer

FAQs

A note on coupon promotions + Free Gift With Purchase: Shoppers can use a coupon on an order and still receive a Gift with Purchase if the order meets the subtotal minimum before the shopper applies the discount. This means if a shopper qualifies for a Gift with Purchase and they apply a coupon that takes them below the minimum (e.g., $75), they are still eligible to claim their free gift.

Can shoppers use a coupon and still get the free gift?
- Yes! If a shopper qualifies for a Gift with Purchase and they apply a coupon that takes them below the minimum (e.g., $75), they are still eligible to claim their free gift.
Can a shopper receive a free gift more than once?
- Yes, shoppers can qualify for the same Gift with Purchase promotion more than once if promotion is still active and the shopper meets the subtotal minimum on subsequent orders.
Does the purchase of gift cards qualify for a free gift?
- No, gift card purchases do not qualify for a free gift. If you run a Free gift with a purchase of $75 or more! and a shopper purchases a gift card for $100, they will not receive a free gift. Similarly, if a shopper adds physical products to their cart totaling $60 and then adds a $25 gift card, they will not be eligible for a free gift.
Can I offer a gift card as a free gift?
- You can offer a gift card as a free gift. We strongly recommend you create a new gift card product for the Gift with Purchase promotion that has a single variant (i.e., a single amount–like $5) so you control the gift card amount that shoppers claim.
Does Gift with Purchase work on TikTok purchase?
- Unfortunately not as shoppers place their orders through TikTok’s native checkout. Exercise caution if you go live on TikTok and other channels simultaneously as promoting a “Free gift with purchase on our website and mobile app” could impact your TikTok seller score.
Does Gift with Purchase work with Facebook and Instagram?
- When a customer comments to claim and cart a product from a live sale broadcast or shoppable post, they’ll receive a DM that directs them to your website. There they can cart the product, and if the value of the products they cart meets that minimum subtotal amount, then they will be able to claim their free gift.
Can I use Gift with Purchase if I use Shopify or Square to sync my products to CS?
- Yes, however, you can't choose a product synced from Shopify or Square as the free gift product. You'll need to create a product in CS directly and use that product as your free gift.
- Please note: Customers must checkout via your CS mobile app or your CS website to claim their gift.
What if I don't fulfill my orders in CS?
- As mentioned above, you can't choose a product synced from Shopify or Square as a free gift product. You'll need to create the product in CS and use that product as your free gift. Since CS products won't sync to Shopify, if you fulfill in Shopify, you will need to split any orders containing the free gift and Shopify items. You can then fulfill the free gift in CS and the remaining order in Shopify.
How Does Gift with Purchase Work with Dropship Orders?
- Yes, the Gift with Purchase feature is compatible with dropship orders. However, there are specific considerations to keep in mind:
  - Eligibility of Dropship Products: While dropship products can contribute toward meeting the GwP qualifying criteria, they cannot be offered as the free gift itself. Only non-dropshipped items are eligible to be designated as gifts.
  - Shipping Charges for the Gift: If a customer qualifies for a free gift on a dropship order, the shop's standard shipping rate will be applied to ship the GwP item separately. This is because the free gift is fulfilled independently from the dropshipped products.
Is Gift with Purchase is available via my website and mobile app?
- Yes!
Can shoppers paying with account credit receive a Gift with Purchase?
- Yes, they can.

What items can I offer as my Gift with Purchase item?
- Gift cards, regular products, sale products
What items are not able to be offered as my Gift with Purchase item?
- Dropship items, mystery items, products synced from Square or Shopify
Can I edit the Free Gift banner?
- The Free Gift banner cannot be edited and will auto-populate with the name of the product chosen.
Can a customer get more than one free gift in a single order?
- No, customers are limited to one GWP per order.
What if the order meets the subtotal requirement many times over? Can they get more than one gift?
- No, if a shopper meets subtotal requirements, ONE free gift is added to cart.
What if the customer doesn’t want the gift in their cart?
- They can choose not to click the Claim button or they can remove it at checkout.

Troubleshooting Errors

Expand this section to know about the common errors and how to troubleshoot them.

Here are some common errors and their resolutions:

Issue: I'm trying to delete a product but I can't.
Products that are part of an active Gift with Purchase promotion cannot be deleted until the promotion ends or the item is removed from the promotion.

Issue: The Free Gift banner is not showing.
The banner will only show;

To customers using the Website. It doesn’t show to customers on the App.
If a free gift campaign is enabled.
If the customer doesn’t already have the free gift added to their cart.
If the customer has not already received the current gift.

Issue: I deleted a Free Gift Promotion. Do I lose reporting info?

You will lose any reporting data associated with this promotion.

Issue: I disabled Gift With Purchase. What happens to the ones already carted?

If you disable a Gift with Purchase promotion and there are shoppers with that claimed gift in their cart, then the product will revert to its original price. You should encourage shoppers to make their purchase ASAP, before the promotion expires and the product is no longer free.

Issue: Customer met the subtotal requirement and the item did not get added to their cart. What happened?

The order likely contains a gift card and does not meet the requirement without the gift card. Amounts paid via gift card do not count toward the subtotal requirement.

Issue: Customer had a free gift in their cart but it’s gone now. What happened?

Check the item inventory. Gift with Purchase items are not held in the cart and are FPFS regardless of cart timers being enabled, which means they are available “while supplies last”. If the inventory is 0, there are no more free gifts available.
The Gift with Purchase item may have been changed. When a new GWP item is set, the old one is removed from carts. If they qualify for the new GWP, it will only add to their cart when they update the cart (i.e. change cart or go to checkout). Refreshing the page will not add the new item in cart.

Issue: Customer used a coupon that brought their subtotal below the threshold, how did they still get a free gift?

If they met the threshold amount before applying the coupon, they are still eligible.

Issue: Customer added secondary offer to increase subtotal but did not get free gift.

If a shopper previously did not qualify for GWP but adds a secondary offer that meets subtotal requirements, they will not qualify for the GWP.

Issue: Product with $0 retail price is showing as free gift but it is not part of a GWP promotion.

Any item with a $0 retail price will show the free gift label in the customers cart.