Gift Not Being Distributed

If RuffRuff Order Bonus does not distribute a gift, use the checklist for the configured distribution method to identify the cause. Cart distribution and post-order distribution require different checks.

A paid plan is required to activate a campaign. Without one, the campaign remains in draft and does not apply.

Theme editor preview mode shows only the state at the time you select the preview button. To confirm whether a gift is actually distributed,check on the live online store.

For cart distribution, the widget does not appear and the gift cannot be distributed if the app embed is disabled. The app embed is not required for post-order distribution.

In Shopify admin, go to Online Store → Themes → Customize → App embeds, enable "RuffRuff Order Bonus," and save.

Gifts are not distributed when the campaign status is "Draft." Change the status to "Active" and save.

If Active dates are set, gifts are not distributed outside that period. Check the start and end date and time.

A gift is not distributed if the configured subtotal, product quantity, customer, or other conditions are not met.

• AND conditions: All conditions must be met at the same time

• For cart distribution: Customers who are not logged in are not eligible for customer conditions such as customer tags, customer metafields, total order count, and total amount spent

• For post-order distribution: Customer conditions are evaluated using the customer information linked to the order

Open "Eligibility conditions" in the campaign and check whether the test cart or order meets each condition.

The action required to add a gift to the cart depends on the distribution method.

• "Manual distribution" for a simple gift: The gift is added when the customer selects the button in the widget

• "Use settings page configuration": Follows the "Automatically add gift to cart" setting on the settings page

• Choice gift: The gift is added when the customer selects it. If the customer selected "Decline gift" in the automatic popup, they can choose from the widget button

If the gift is not added automatically, check the gift type and its online store distribution method.

Cause: "Distribute gifts after the order" is disabled on the settings page. Gifts are not added to orders from channels set to "After the order."

Resolution: On the settings page, under "Post-order gifts," enable "Distribute gifts after the order" and save.

Cause: Post-order distribution runs only for orders from channels targeted by the campaign. For other channels, an order is also ineligible if its identifier does not match the registered identifier.

How to fix

• For the online store, set "Distribution method by channel" to "After the order"

• For channels other than the online store, add the target channel

• For other channels, compare the registered value with the identifier shown in the target order's "Post-order gift" block

If the identifiers differ, delete that row, add it again with the correct identifier, and save.

Cause: Only simple and repeatable gifts priced at zero can be distributed automatically after an order. Choice gifts and gifts with a non-zero price are not eligible.

Resolution: Check the gift type, distribution method, and gift product price. To send an ineligible gift, add it by editing the order.

Cause: A post-order gift is not added if the entire order is already fulfilled when the app checks it before addition. This includes POS orders completed in store.

Resolution: Check "Gifts not distributed" in the order details. The gift is recorded as requiring no action. If another gift shows "Review required," check its reason as well. To ship the gift separately, add it by editing the order.

Cause: A component product of the gift product (bundle product) is out of stock and unavailable for sale.

If inventory is zero and "Continue selling when out of stock" is disabled, the gift is not distributed.

Resolution: Take one of the following actions.

• Add inventory for the component product

• Enable "Continue selling when out of stock"

• Change the inventory setting to "Inventory not tracked"

A gift product (bundle) cannot be added to the cart when its status is "Draft." In Shopify admin product management, change it to "Unlisted." That is the correct gift product status while the campaign is active.

If "Online Store" is excluded from the gift product's sales channels, the product cannot be added to the cart. Enable "Online Store" under "Sales channels" in product management.

Gifts that are added to the cart automatically or manually can be distributed only through the online store cart. They are not added through the following purchase channels.

• Shop app

• Buy Button

• Shopify POS

• Instagram

• External marketplace

• Other sales channels outside the Online Store

With post-order distribution, however, gifts can be distributed after order creation only for channels added to the campaign. Purchase channels that are not selected in the campaign are not eligible.

Cart-distributed gifts are not added through the following purchase flows because they bypass the cart.

• Dynamic checkout buttons such as "Buy it now" and "Buy with PayPal"

• Direct checkout links, such as abandoned-cart emails

• Third-party apps such as one-click checkout

Ask customers to purchase through the standard Add to cart → Cart page → Checkout flow. You can also hide dynamic checkout buttons in the theme settings.

Gift additions and removals appear in the cart after the page reloads. Distribution may already be complete even if the gift does not appear in the cart immediately after it is added.

On a computer, the message "The gift has been added to your cart. Please refresh the page." is expected after a gift is added.

Ask customers to reload the cart page after adding an item, then proceed to checkout.

Campaign changes may take time to appear. Wait a while, then try again.

For cart distribution, also check the following environment and temporary conditions.

• The network connection is unstable, such as a weak mobile signal

• The browser's ad blocker is enabled

• Shopify is experiencing a temporary processing error

Switch to a different network or browser, or wait and try again.

• Feature: Automatic recovery for missed gift distribution

• Eligible distribution methods: "Automatic (add to cart automatically)," or "Use settings page configuration" when "Automatically add gift to cart" is enabled

• Eligible gifts: Simple or repeatable gifts priced at zero

• Ineligible gifts: Choice gifts, gifts with a non-zero price, and manually distributed gifts

• Ineligible channels: Sales channels other than the online store, including the Shop app, Buy Button, Instagram, Shopify POS, and external marketplaces

If a gift is not added to the cart, check the following in order.

(1) Check that the campaign can run

• Whether you have an active paid plan

• Whether the campaign status is "Active"

• Whether it is within the active dates

• Whether the distribution conditions are met

(2) Check the online store settings

Test on the live online store and enable the "RuffRuff Order Bonus" app embed.

(3) Check the gift distribution method and product status

• The distribution method is configured as intended

• For manual distribution or a choice gift, the customer added or selected the gift

• For a choice gift, the customer has not selected "Decline gift" in the popup (if they did, they can choose from the widget button)

• The component product is available for purchase (inventory, inventory tracking, and selling when out of stock)

• The gift product status is "Unlisted"

• Whether "Online Store" is included in the gift product sales channels

(4) Check again through the cart

• The regular cart page was reloaded

• A dynamic checkout button was not used

• A direct checkout link was not used

After checking, proceed to checkout from the cart page.

If a gift is not added after an order, check the following in order.

(1) Check the campaign status and conditions

• Whether you have an active paid plan

• Whether the campaign status is "Active"

• The order was created within the active period

• The order meets the eligibility conditions

(2) Enable post-order distribution

On the settings page, under "Post-order gifts," enable "Distribute gifts after the order" and grant the additional permissions.

(3) Check the target channel

• For the online store, "After the order" is selected

• Other channels are added as targets

• For other channels, the registered identifier matches the order

(4) Check the gift and order status

• The gift is a simple or repeatable gift priced at zero

• The entire order has not been fulfilled

• The component product is available for purchase (inventory, inventory tracking, and selling when out of stock)

• The order can be edited

• The "Post-order gift" block does not show a reason under "Review required"

If the issue remains after these checks, please contact us through the contact form.

When you contact us, please share the following information.

• Occurred at

• Target campaign name

• Screen where it occurred

• What you already checked

• Eligibility Conditions (Gift Campaign)

• What Is a Gift Product?

• Gift Types (Simple, Choice, Repeatable)

• Widget

• Automatic recovery for missed gift distribution

• Plans