Free gifts troubleshooting
Common issues with free gift rewards and how to fix them.
Gift not adding
- Check the cart against the tier threshold — is the cart actually above the goal amount in the customer's currency? Gift items don't count toward the goal, and a market with its own tiers uses those tiers instead of All Markets (see Market-specific reward thresholds).
- Check Rewards is on (Cart Editor → Rewards shows On) and that you clicked Save.
- Check the gift variant is in stock.
- Free Gift Automatic only: if the shopper removed the gift from the cart themselves, it isn't added back until the cart is emptied. If another app or script keeps removing it, the cart drawer stops re-adding it on that page after 3 quick attempts.
- Check Customer Tags to exclude from Rewards (Rewards → General Settings → Show Advance Settings). Logged-in customers with one of those tags don't get rewards.
Gift not removing when cart drops
- The cart drawer removes a Free Gift Automatic gift when the cart no longer reaches the threshold. Reload the page so the drawer re-checks the cart.
- At checkout, the gift is only free while the cart still meets the tier. A gift left in the cart after the cart drops below the threshold is charged at its normal price.
Multiple gifts when only one was expected
There is no stacking toggle. Every Free Gift Automatic tier the cart qualifies for adds its own gift, so a cart that reaches two gift tiers gets both gifts. To give one gift at a time, use a single gift tier. (Discount tiers work differently: only the highest tier the cart qualifies for applies.)
Gift shows in cart but not at checkout
The cart drawer adds the gift; Shopify makes it free at checkout through the Oxify discount. Check these in order:
- The discount exists and is active. In Shopify admin, open Discounts and look for Oxify Cart Unified Discount (stores still on the older setup have IA Cart - Free Gift Discount instead). If it's missing, open the Cart Editor and click Save — Oxify recreates it.
- The last save went through. If the Cart Editor showed a red banner when you saved (for example "We couldn't generate your discount code" or "Your discount settings are too large to save"), checkout wasn't updated. Remove some tiers, products, collections or rewards — or free up one of the 25 automatic discounts Shopify allows — and save again.
- Combination rules. If the customer also used a discount code, both discounts have to allow combining. Check Cart Editor → Settings → Discount Settings → Combine with other Product discounts, and the code's Combinations section in Shopify admin → Discounts. See Stacking rules with Shopify discounts.
- Customer tags and markets. A customer with an excluded tag gets no reward discount at checkout, and a market with its own tiers uses those tiers.
Still stuck?
Oxify has no in-app cart simulator. Rebuild the customer's cart on your storefront — same items, currency and market — and check the cart drawer and then checkout.
For a technical read-out of your free-gift discount, open the app's diagnostic page at https://YOUR-STORE.myshopify.com/admin/apps/cart-drawer-upsell-free-gift/app/diagnose (it isn't in the menu) and share what it shows with support. It reports whether the discount exists in Shopify and is active, whether Rewards is on, and the settings the checkout discount can see, with a one-line verdict.