Why is the free gift removed from the cart?

The cart went back under the threshold

The gift belongs to its tier. When the shopper removes items and the cart falls under the threshold, the app takes the gift out. This is expected behaviour.

A removal rule is switched on

In the tier card, Then remove the gift from the cart takes the gift out once the cart goes further. Two modes:

• the next goal is reached: the gift leaves when the next tier on the same bar is reached, which suits a gift replaced by a bigger reward. If the rule says No goal above on this bar — nothing will be removed, it never triggers.
• an amount is reached: the gift leaves above a fixed amount.

Untick the rule to keep the gift at any cart value. Force to keep the gift in cart does something else: it stops the shopper from removing the gift (no "No thanks" button, no box to untick at checkout), but it does not cancel the removal rule.

A discount code does not combine with the gift

When a discount code applied to the cart cannot be combined with the gift, the gift would be charged. The app removes it and shows the shopper this message: "Your discount code can't be combined with your free gift. Remove the code to get your gift back." When the code is removed or changed, the same gift comes back on its own. This happens whatever the tier settings, Force to keep the gift in cart included.

To let shoppers keep both, make the code combinable: in the Shopify admin, open Discounts, then the code, and in Combinations tick product discounts.

With express checkouts (Apple Pay, Google Pay), the cart cannot be changed: the gift stays at full price and only the message is shown.

At checkout, the gift disappears right after being added

First check whether a discount code is applied: if so, see the section above, and change the code rather than your tier.

Otherwise, the tier is probably set to Goal only while no active discount makes the gift free. The gift line stays at full price and the checkout removes it. Choose Goal + automatic discount in the tier card and click Save, or create your own active discount that makes the gift free and combines with your other discounts.

A gift added by another app disappears

Signature: a line at 0 added by another app disappears from the cart, comes back if added again, then disappears at the next refresh. Its variant is also the gift of one of your tiers.

The tier treats that variant as its own automatic gift. If the other app is the one adding the gift, open the tier, select Disable modal & button in the Auto add gift to cart section, then click Save.

The gift is not removed in one market

A market exception replaces the tier's after-reach rules instead of inheriting them. When an exception does not include the removal rule, its pill shows · gift kept, and a line such as Except on Germany: the gift stays in the cart. appears under the rule.

To remove the gift in that market too, open the exception, tick the rule again and click Save. In an amount is reached mode, enter the amount in that market's currency. See markets.

Still stuck?

Write to [email protected] with:

• your store URL and the name of the tier;
• the discount code used, if any, and the country of the shopper;
• the steps to reproduce, from an empty cart;
• a screenshot or a short screen recording of the cart or checkout.