Why was the free gift not added or removed?
A free gift is added by the Zegsu cart drawer when the cart meets your rules. It is removed when the cart stops meeting them. If a gift was not added, one of the checks below is usually the cause.
Steps to check
Section titled “Steps to check”- Make sure the Zegsu cart drawer is turned on. If the gift editor shows “Gifts are added by the cart drawer”, click Turn on cart drawer and press Save in the theme editor.
- Open the offer and check that Live on store is on. In Offers, the status should be Live, not Paused.
- Check the schedule. A Scheduled badge means it hasn’t started yet. An Ended badge means it is over.
- Re-read the rules under Who gets it. With All rules match, every rule must be met.
- Check the cart value. The gift’s own price does not count toward a cart value rule.
- For Customer tags or Orders placed, log in as a matching customer. Guests never qualify.
- If Only with a discount code is on, apply the code or open the Shareable link first.
- With Customers choose one, nothing is added until the shopper clicks Choose on a gift.
Why a gift was removed
Section titled “Why a gift was removed”- The cart stopped qualifying, for example an item was removed and the cart value dropped below your minimum.
- The schedule ended or the discount code was removed.
Why a gift is not re-added
Section titled “Why a gift is not re-added”- If a shopper removes an automatic gift, it is not added again during that visit. This respects their choice. It can be added again in a new visit.
- Note: The cart needs at least one other product. Gifts are never added to an empty cart.
- Note: Country and language rules use the shopper’s market and language on your store, not their physical location.
- Note: The gift product must be available to buy on your store. A gift that can’t be added to the cart won’t appear.
- Note: A gift is free only while the rules are met. A gift added by hand, a second copy, or a gift for a customer who doesn’t match is charged at full price.
- Note: If you pause or delete an offer, the cart drawer removes its gifts from carts, and they are no longer free at checkout.
Related articles
Section titled “Related articles”- What rules can I use for a free gift?
- How do I turn on the cart drawer?
- Why is the Zegsu cart drawer not showing on my store?
- Can customers get a free gift without qualifying?
- How do I give a free gift with a discount code or link?
- How do I let customers choose their free gift?
Still having trouble? Contact us from Support inside Zegsu Upsell and we’ll help you directly.