The Free gift row only appears when every condition for a real, shippable gift is met. When a customer expected one and saw nothing, work through this list.
1. Is the Tacey block on the page?
Turning a tool on in Tacey does not place anything on your customers' pages. Add the Tacey block to the Thank you page in Shopify's checkout editor and the Order status page in the customer accounts editor.
2. Is the tool on and set up?
In Tacey, open Editing Tools, click Set up tools on the Customer tools card, and click Free gift in the list.
If it says Off, open it and click Turn on.
If it says Needs setup, one of the two required settings is missing:
Minimum order total: the page says "No threshold set".
Gift products: the page says "No gift chosen yet. Until you pick one, this tool stays hidden from your customers."
3. Did the order reach the minimum?
The minimum is compared with the order's current subtotal in your store's currency, not its total with shipping and tax. An order just below the minimum shows no row at all. This is not a refusal, the offer simply does not apply yet. If the customer adds products with another Tacey tool, the gift is checked again against the new subtotal.
4. Has the order already used its gifts?
Once an order carries as many gifts as Gifts per order allows (1 by default), the offer is not shown again.
5. Is the order one Tacey can change?
The row never appears on orders paid with Shop Pay Installments, orders created by another app, orders still waiting for payment (cash on delivery, bank transfer, manual payment), orders placed before 2019, local delivery orders, orders placed through a business account, cancelled or merged orders, orders with one of your Blocked order tags, or orders whose edit window has closed. Orders paid in another currency are fine.
6. Does the order carry import duties?
The gift is not offered on a cross-border order that carries import duties. Shopify can put a duty on the gift line itself even though its price is zero, so showing the gift would leave the customer owing a few euros or dollars for something advertised as free. An order from a domestic or duty-free destination is unaffected. The order's page in Shopify shows Duties in the cost summary when there are some. If you chose Do not offer a gift on orders that ship to another country under Orders that ship to another country in the gift settings, no gift is offered on any order whose destination country differs from the country it ships from, or when either country cannot be read.
7. Are the gift products available to this customer?
Check each gift product in Shopify:
Its status is Active or Unlisted, not Draft or Archived. We recommend Unlisted (Products, open the product, Status, Unlisted) so the gift stays out of your store's search, collections and recommendations. Unlisted does not stop a purchase: anyone with the product's direct link can still buy it at its normal price, and a hard-to-guess handle makes that link harder to find.
The option is available for sale.
The product is published to the customer's market. A gift you do not sell in the customer's country is left out for them.
It is in stock, or set to continue selling when out of stock.
It has a photo, if you want customers to see one. A gift with no photo still works; it shows as text only, and the settings page says so next to the gift.
On the settings page, a gift that was deleted shows "This product is no longer in your store, so it cannot be given as a gift. Remove it and choose another." A gift published to no sales channel is also flagged.
The customer saw the gift but it was refused
"We could not update this order." Most often an old copy of the page: the order already carries its gift (Shopify will not add the same product twice, and Tacey will not go past Gifts per order). Reload the page; the gift section is gone once the cap is reached.
"That gift is out of stock right now. Pick another one, or check back later." One unit was not available at the moment they tapped Claim now.
"That gift is not available at the moment. Pick another one." The product became unavailable for sale, was set to Draft or Archived, or is not sold in their market.
The gift was added but the customer says they were charged
They were not charged for the gift. The gift line carries a 100% discount, and adding it has no payment step; before it is saved, Tacey checks that Shopify would leave the order's balance exactly as it was and refuses the gift otherwise. If they see a charge, it came from something else on the order, such as an item they added with Add a product. Check the order's Ledger entries to see each change and the money it moved.
For the full set-up steps, read how to offer a free gift after checkout. To see the flow your customer goes through, read what a customer sees when they claim a free gift.