Why did a customer get more than one gift, or a gift they shouldn't have?
The customer qualified for several gifts
- Several goals in one offer: if Only award the highest eligible gift is off (the default), a customer who reaches two goals gets both gifts. Turn it on in Gift Offer > Offer Settings to give only the highest gift.
- Several active offers: each active offer gives its own gift. Check the Active tab for offers that overlap.
- Buy X Get Y: if Limit offer to a maximum of one gift is off, the customer gets a gift each time the rule is met.
The customer added the product themselves
The app only manages gifts it adds. Open the order in Shopify: a gift added by the app shows the property _apphero_gift on the line item. If that property is missing, the customer added the product manually. To reduce this, set the gift product to Unlisted so customers can't find it in your store. It can still be added from a direct link or Shopify's Buy again; blocking that needs a small theme change. See How to find orders that include a free gift.
The offer is for first-time customers only
Customer segments only work for logged-in customers, so guests are treated as new customers and can still get the gift.
The customer switched languages
On multi-language stores with one offer per language, a customer can switch the language and claim the gift of each offer. Where possible, target offers by location instead of language.
The offer had ended
The customer probably added the gift while the offer was active and checked out later. If the offer was paused or deleted, the gift discount is removed; if it ended on a schedule, the gift is removed when the customer checks out. See Why did a customer receive a free gift after the offer ended?
The customer increased the gift quantity
If a customer changes the gift's quantity in the cart, the app removes the extra units, and the discount only applies to one gift.