Why was the gift added at full price for some orders/customers?
Monk automatically applies a 100% discount on the gift product offered through the app. The app creates a discount code in your Shopify discounts section using Shopify Functions and this code is applied based on the eligibility rules & criteria configured in your funnel set-up. However, there might be some cases where the app's discount is not applied as expected and the customer pays for the gift. This doc covers all possible reasons as to why this might happen.
1. Interference from Shopify discounts/third-party app discounts - If any other discount is applied in an order other than Monk, please ensure that the other discount is allowed to combine in your Shopify Discounts section. Monk's discounts are designed to automatically combine with other discounts, requiring no additional setup when creating an offer through Monk.
If it is a Shopify discount, please go to your Discounts section> Open the discount> Enable Combinations with Product discounts.
If the discount is coming from another third party app, you will have to enable combinations within that app or get in touch with their support team
2. Interference from theme - For some stores, a visual element in the theme may prevent the gift product from appearing as free, overriding Monk’s display and blocking the app from updating the price.
Please be assured that this issue can be resolved quickly and easily by our support team. If you notice that the gift product is not showing as free on your store, we kindly encourage you to reach out to us at support@monkcommerce.com.
3. Interference from other cart apps - Monk is only compatible with your theme’s native cart and not with any other third party cart app. Hence if you are using any other third party cart, it could cause some interference with Monk’s code causing the gift to add at full price. Such cross app interferences cannot be fixed from our end as there is no data sharing between the two apps.
Monk is only compatible with Shopify’s native checkout and not with any other third party checkout solutions like Razorpay, GoKwik, etc.
4. Ineligible customer - There is a possibility that the gift was added to a customer’s cart when they were eligible but later they made some changes which made them ineligible for the free gift. In such cases, if ‘Offer unviable-Remove gift from cart’ setting is disabled in your funnel set up on Step 2 under Advanced Configurations, then the gift will stay in the cart at full price.
Enabling this setting will ensure that the gift gets automatically removed when the customer does not meet the eligibility criteria set on Step 1 of the funnel.
5. Slow or unstable internet connection - If the customer is on a patchy internet connection or is using a slow device, it can cause the entire website to load slow. Since Monk loads after your entire theme code has loaded (to avoid performance issues) slow internet connection can cause issues with Monk running its code. Such issues are likely to arise for 1-2% of all eligible orders. If you notice any increase in the frequency of such orders, please contact our support team via live chat/email
If you're still unsure of why this might be happening for your customers, please reach out to us via chat support or write to us at support@monkcommerce.com and share the order IDs where you see the issue, we'll look at the detailed buying journey of each order to identify potential root causes.
1. Interference from Shopify discounts/third-party app discounts - If any other discount is applied in an order other than Monk, please ensure that the other discount is allowed to combine in your Shopify Discounts section. Monk's discounts are designed to automatically combine with other discounts, requiring no additional setup when creating an offer through Monk.
If it is a Shopify discount, please go to your Discounts section> Open the discount> Enable Combinations with Product discounts.
If the discount is coming from another third party app, you will have to enable combinations within that app or get in touch with their support team
2. Interference from theme - For some stores, a visual element in the theme may prevent the gift product from appearing as free, overriding Monk’s display and blocking the app from updating the price.
Please be assured that this issue can be resolved quickly and easily by our support team. If you notice that the gift product is not showing as free on your store, we kindly encourage you to reach out to us at support@monkcommerce.com.
3. Interference from other cart apps - Monk is only compatible with your theme’s native cart and not with any other third party cart app. Hence if you are using any other third party cart, it could cause some interference with Monk’s code causing the gift to add at full price. Such cross app interferences cannot be fixed from our end as there is no data sharing between the two apps.
Monk is only compatible with Shopify’s native checkout and not with any other third party checkout solutions like Razorpay, GoKwik, etc.
4. Ineligible customer - There is a possibility that the gift was added to a customer’s cart when they were eligible but later they made some changes which made them ineligible for the free gift. In such cases, if ‘Offer unviable-Remove gift from cart’ setting is disabled in your funnel set up on Step 2 under Advanced Configurations, then the gift will stay in the cart at full price.
Enabling this setting will ensure that the gift gets automatically removed when the customer does not meet the eligibility criteria set on Step 1 of the funnel.
5. Slow or unstable internet connection - If the customer is on a patchy internet connection or is using a slow device, it can cause the entire website to load slow. Since Monk loads after your entire theme code has loaded (to avoid performance issues) slow internet connection can cause issues with Monk running its code. Such issues are likely to arise for 1-2% of all eligible orders. If you notice any increase in the frequency of such orders, please contact our support team via live chat/email
If you're still unsure of why this might be happening for your customers, please reach out to us via chat support or write to us at support@monkcommerce.com and share the order IDs where you see the issue, we'll look at the detailed buying journey of each order to identify potential root causes.
Updated on: 08/05/2025