Introduction #

If your free gift is not being added to the cart, the issue is usually related to one of the following:

• The required quantity has not been reached
• The qualifying product is missing
• Eligibility Rules are failing
• The promotion is inactive
• The free gift product is out of stock
• Auto Add Free Gift is disabled
• Another promotion is taking priority

This guide will help you identify the most common causes and resolve them quickly.

How Free Gift Promotions Work #

Before a free gift can be added, Ezhance must verify all promotion requirements.

For Buy X Get X and Buy X Get Y promotions, the following checks must pass:

✓ Promotion is Active

✓ Required products are in the cart

✓ Required quantity is reached

✓ Eligibility Rules pass

✓ Reward product is available

✓ Auto Add Free Gift is enabled

If any requirement fails, the free gift will not be added.

Quick Checklist #

Before continuing, verify:

• Promotion status is Active
• Required products are in the cart
• Required quantities are met
• Eligibility Rules pass
• Free gift product is in stock
• Auto Add Free Gift is enabled
• No conflicting promotions exist

Cause 1: Promotion Is Not Active #

Problem:

The BOGO promotion is inactive, disabled, or saved as a draft.

Solution:

Verify that the promotion status is set to Active.

Result:

The promotion becomes eligible for evaluation.

Cause 2: Required Quantity Has Not Been Reached #

Most free gift promotions require customers to purchase a minimum quantity.

Problem:

The customer has not added enough qualifying products.

Example:

Promotion:

Buy 2 Get 1 Free

Customer Cart:

Product A × 1

Result:

The free gift is not added.

Solution:

Increase the quantity to satisfy the promotion requirement.

Cause 3: Wrong Product Is In The Cart #

BOGO promotions only evaluate qualifying products.

Problem:

The customer added products that are not included in the promotion.

Example:

Promotion:

Buy Product A

Get Product B Free

Customer Cart:

Product C

Result:

The promotion does not activate.

Solution:

Verify the Buy Product configuration and ensure the correct products are being purchased.

Cause 4: Eligibility Rules Are Failing #

Even when quantity requirements are met, Eligibility Rules must still pass.

Problem:

A configured condition prevents the promotion from activating.

Example:

Condition:

Cart Subtotal greater than $100

Current Cart:

$75

Result:

The free gift is not added.

Solution:

Review all configured Eligibility Rules.

Cause 5: Free Gift Product Is Out Of Stock #

Ezhance cannot automatically add unavailable products.

Problem:

The reward product is out of stock.

Result:

The free gift cannot be added.

Solution:

Verify that the free gift product:

• Exists
• Is published
• Is purchasable
• Is in stock

Cause 6: Auto Add Free Gift Is Disabled #

Ezhance supports automatic free gift additions.

Problem:

Auto Add Free Gift is disabled.

Result:

The promotion qualifies, but the free gift is not automatically added.

Solution:

Enable:

Auto Add Free Gift

within the Ezhance settings.

Result:

Eligible customers automatically receive the free gift.

Cause 7: Buy X Get Y Reward Product Is Incorrect #

This issue is common in Buy X Get Y promotions.

Problem:

The reward product is missing or incorrectly configured.

Example:

Buy Product:

Coffee Beans

Reward Product:

No product selected

Result:

The promotion cannot add a reward.

Solution:

Verify that a valid reward product has been selected.

Cause 8: Cart Item Conditions Are Failing #

Some promotions use Cart Item Conditions to evaluate matching quantities.

Problem:

The matched quantity requirement is not satisfied.

Example:

Condition:

Products IN LIST

Coffee Beans

Quantity:

Greater than or equal to 3

Customer Cart:

Coffee Beans × 2

Tea × 5

Result:

The promotion fails because only matching products are counted.

Solution:

Review the Cart Item Conditions and matched quantity calculations.

Cause 9: Customer Conditions Are Failing #

The promotion may be restricted to specific customers.

Problem:

The customer does not satisfy configured Customer Conditions.

Example:

Condition:

Customer Role = VIP

Current Customer:

Regular Customer

Result:

The free gift is not added.

Solution:

Review all Customer Conditions configured on the promotion.

Cause 10: Purchase History Conditions Are Failing #

The promotion may require previous customer activity.

Problem:

The customer does not meet the required purchase history.

Example:

Condition:

Order Count greater than or equal to 5

Customer Orders:

2

Result:

The promotion does not activate.

Solution:

Review all Purchase History Conditions configured on the promotion.

Cause 11: Shop Conditions Are Failing #

The promotion may only be available during specific dates or times.

Problem:

The current date or time falls outside the configured conditions.

Result:

The promotion does not apply.

Solution:

Review all Shop Conditions and promotion schedules.

Cause 12: Another Promotion Is Taking Priority #

Multiple promotions may qualify at the same time.

Problem:

A higher-priority promotion is being selected instead.

Solution:

Review:

• Promotion Priority
• Product Discount Strategy
• Other active promotions

Result:

The correct promotion can be evaluated.

Cause 13: Ezhance Pro Is Required #

Buy X Get X and Buy X Get Y promotions are Ezhance Pro features.

Problem:

The store is using Ezhance Free.

Solution:

Install and activate Ezhance Pro.

Result:

BOGO promotions become available.

Common Scenarios #

Free Gift Never Appears #

Check:

• Promotion status
• Product targeting
• Quantity requirements
• Eligibility Rules

Free Gift Appears For Some Customers But Not Others #

Check:

• Customer Conditions
• Purchase History Conditions
• Customer Roles

Free Gift Worked Previously But Stopped #

Check:

• Product stock status
• Promotion schedule
• Recent configuration changes

Buy X Get X Works But Buy X Get Y Does Not #

Check:

• Reward product configuration
• Product availability
• Buy and Get product settings

Best Practices #

Test With A Simple Configuration #

Create a basic Buy 1 Get 1 promotion and verify it works before adding advanced conditions.

Verify Product Availability #

Always ensure the reward product is in stock and purchasable.

Test Quantity Requirements Carefully #

Add products to the cart one quantity at a time and verify when the reward appears.

Review Cart Item Conditions #

Matched quantity calculations are a common source of confusion in advanced promotions.