Why isn’t my GWP showing at checkout?
What “success” looks like for a GWP
In Roadmap, a Gift with Purchase (GWP) doesn’t always show as a price discount. Instead, it “works” when the free gift line item is automatically added to the cart after the shopper meets your rules.
Quick checklist (in order)
Go to Discounts / Gift with Purchase, open the promotion, and check:
- Status is set to Active
- Active Dates → the Start date / Start time has passed
- If enabled, Set end date hasn’t already ended
Open your GWP and re-check the Conditions section. Then build a test cart that matches the condition type you chose (for example Minimum Spend, Buy X Get Y, or Buy A+B+C Get Y).
- Minimum Spend: confirm the cart meets If the customer spends at least…
- Buy X Get Y: confirm you added the correct product/variant(s) and quantity
- Buy A+B+C Get Y: confirm the cart includes every required product
In the GWP, review Customer Eligibility. Your test shopper must match what you selected, such as:
- All customers vs Logged in only customers
- Customers tagged with / Customers NOT tagged with
- Customers in specific countries / Customers NOT in specific countries
- Customers with order history
- Members / Non-members
When Customer Eligibility is set to Members, make sure you’ve selected at least one tier in the tier picker labeled Enter membership tiers… (for example, Level 2).
If no tiers are selected, the GWP won’t trigger for anyone.
In Free Gifts, verify the gift item is selected correctly:
- Use Search variants or Browse to pick the gift variant
- Set Maximum number of uses per order to a sensible value (many stores use 1)
- Optional: add customer-facing messaging in Note (shown on the cart page)
If multiple offers are running, your test cart may qualify for more than one promotion. To diagnose quickly:
- Go to Discounts / Gift with Purchase.
- Temporarily pause other Active promotions that target the same products or customers.
- Retest with only the one GWP enabled.
Common scenarios (and the fix)
- Check Status is Active and Active Dates are in-range.
- Double-check the cart matches Conditions exactly (especially product/variant requirements for Buy X Get Y).
- Review Customer Eligibility—this is the #1 reason a correctly-built cart still won’t trigger a gift.
This is almost always Customer Eligibility.
- If you selected Customers tagged with, confirm the customer actually has that tag.
- If you selected Customers in specific countries, confirm the checkout address matches your allowed countries.
- If you selected Members, confirm the customer is in an allowed tier under Enter membership tiers….
A coupon can change what applies at checkout and make testing confusing.
- Loyalty coupons are created when customers redeem points (see Redeem points → Ways to redeem).
- Referral discounts are configured in the Referral Program when the reward type is set to Discount.
To isolate the issue, test the GWP without entering any codes and temporarily pause other running promotions in Discounts / Gift with Purchase.
Open the GWP and confirm:
- Customer Eligibility = Members
- You selected the correct tier(s) in Enter membership tiers… (for example,
Level 2) - Your test customer is logged in and actually belongs to that tier
Where to check everything in the UI
- Discounts / Gift with Purchase → find your promotion (use the All, Active, Scheduled, Expired, Draft tabs)
- Open the promotion to review Name, Status, Conditions, Customer Eligibility, Free Gifts, and Active Dates
Before you contact support
If it still won’t show, collect these details (they speed up troubleshooting):
- The promotion name from Discounts / Gift with Purchase
- Its Status and Active Dates (start/end)
- The exact test cart (products/variants, quantities, subtotal)
- The customer you tested with (logged in vs guest; membership tier; tags)
- Any other promotions that were Active at the same time