Why are customers not receiving their gift item?


There are a few different scenarios as to why a gift product may not work correctly in Bold Motivator. The headings below explain why this may occur:

Single Goal

Motivator will place the gift product in the customer's cart after they have seen the congratulatory banner. The banner will show and then disappear before taking the customer to the cart page with their gift product inside.

If the customer doesn't wait for the banner, Motivator will not provide them with their gift item. The gift product would then have to be manually fulfilled by the store owner.

Multiple Goals

When you're running multiple goals with Bold Motivator, the app will display each active goal in a list on the storefront. As the customer adds more product(s) to their cart, they'll been shown the qualifying message for each goal in a list. Once the customer qualifies for one of the goals, they'll be redirected to the cart page.

If the customer doesn't navigate to the cart page, they will not receive their gift item. They would have to remove a product and attempt to re-qualify to be offered the free product again.

As well, if the customer adds a product that is worth more than the lowest goal amount, the customer will only qualify for the goal closest to that product's value. For example: You have two goals, one at $50 and one at $100, the customer adds a product worth $125, the customer will only qualify for the $100 goal.

Missing Code

Motivator has a code installation that is required for the app to offer these free products correctly.

Visit Bold Motivator Install Instructions for more information on how to complete this coding install.

If you're not comfortable with Liquid coding, please visit Request a Bold Motivator Installation to learn how to request assistance from our Installs team.

Please contact our Merchant Success team if any of the above functions fail, or if you have further questions about these functionalities.

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