Free gift promotions (Buy X Get X and Buy X Get Y) require specific conditions to be met before the reward is added to the cart. Here's how to diagnose and fix the most common issues.
How Free Gifts Work
Before adding a free gift, Ezhance verifies all of the following:
- The promotion is Active
- The qualifying products are in the cart
- The required quantity has been reached
- All eligibility rules pass
- The reward product is in stock and purchasable
- Auto Add Free Gift is enabled (Ezhance → Settings)
Common Causes
Promotion not Active
Verify the promotion status is Active in Ezhance → Promotions.
Quantity requirement not met
The most common cause. For "Buy 2 Get 1 Free," the customer must have exactly 2+ qualifying products in the cart. Check that the customer has added enough of the qualifying items.
Wrong product in the cart
The promotion evaluates only the targeted products as qualifying purchases. If the customer has added a different product, the promotion won't trigger.
Cart item conditions failing
If you've added Cart Item Conditions (e.g., must have 3 Hoodies), only hoodies count toward the matched quantity — other items in the cart are ignored.
Reward product out of stock
The free gift product must be published, in stock, and purchasable. If the reward product is out of stock, Ezhance cannot add it to the cart. Verify the product status in WooCommerce.
Auto Add Free Gift is disabled
Go to Ezhance → Settings → BOGO Settings and confirm that Auto Add Free Item is enabled. When disabled, customers must manually add the reward product.
Reward product not configured (Buy X Get Y)
For Buy X Get Y promotions, a specific reward product must be selected. If no reward product is configured, no gift can be added.
Eligibility rules failing
If you've added eligibility rules (customer role, cart subtotal, etc.), those must all pass in addition to the quantity requirement.
Ezhance Pro not installed
Buy X Get X and Buy X Get Y are Pro features. Both Ezhance and Ezhance Pro must be installed and activated.
Troubleshooting Steps
- Start with a simple "Buy 1 Get 1 Free" to confirm the basic mechanism works
- Add the qualifying products and increase quantity to meet the requirement
- Verify the reward product is in stock in WooCommerce
- Confirm Auto Add Free Item is enabled in settings
- Check that no eligibility rules are failing
- Add items incrementally to find the exact quantity that triggers the reward