Troubleshooting Free Gift Issues on Your Online Store

Kite app uses latest Shopify Discount Functions unlike some other apps that use Draft orders or hacks, and hence needs the Free Gift product to be a normal store product.

The video below will guide you on making the Promotion visible on Product pages or Cart pages

Find how to troubleshoot issues with a non-functioning free gift on a store. Several reasons might cause this problem. This guide demonstrates how to identify and resolve these issues using the Nordracks snowboard inventory as an example.

Start by visiting the product page. If the free gift isn't claimable or appears out of stock, it's time to investigate.

Step 1: Navigate to the product section and search for the problematic product.



Step 2: Scroll down to check the product's quantity. If it's tracking but shows zero available, that's a problem. Also, verify if the product is published on the online store under the manage sales channel.



To fix these issues, follow the next steps.

Step 3: Change the product's status to published on the online store.



Step 4: Either add a quantity to the product or choose not to track the quantity at all. For this example, we're choosing the latter.



Remember to set a price for the product to prevent customers from exploiting the free gift by increasing the quantity in their cart. The Kite app will automatically make the product free, so there's no need to worry about pricing.

Step 5: Save the changes.



Step 6: Refresh the page.



Before proceeding, return to the Kite app.

Step 7: Select the product.



Step 8: Delete the product.



Step 9: Re-select the product.



Step 10: Refresh the page. If the product is still not visible, it might be due to the product being deleted from the online store and added back.



Step 11: Go to the free gift with purchase and save the changes.



Step 12: Refresh the page.



Step 13: Attempt to claim the free gift. If successful, it should now be added to the cart.



These steps should resolve any issues with a non-functioning free gift. If further assistance is needed, don't hesitate to reach out.

Step 14: Contact support via chat.



Step 15: Alternatively, reach out via email.

||| Still didn't work? Let us know via inApp chat and we will have it resolved.

Updated on: 25/11/2024