You may see an order in your Shopify admin that includes gifting attributes, like gift messages or gift wrap instructions, but is missing the actual gift option line-item.
That means the customer added a gift option, but the fee wasn’t included in the order.
This can be confusing. Here’s what’s going on.
Example of a Gift Order without gift option line-item
Common reasons this happens
The gift option has no gift product connected
A gift option with no gift product connected is free. Customers can still add a gift message, but no gift line item is added to the cart or the order. When a gift product is connected, the gift variant the customer picks is added to the cart with its price. To check or change the connected gift product, see Change or disconnect the gift product.
The customer removed the gift product manually
If the customer removes a gift product line-item from their cart, there’s a chance the Storefront API doesn’t finish updating the cart before the Order is processed, or the customer moves to the next page.
The gift product is out of stock
Shopify may remove gift products from the cart automatically if they’re out of stock. The customer will see a message during checkout saying an item is out of stock. By then, the gift attributes might already be in place. The Storefront API will make every effort to remove these gifting attributes but it is not always possible if the customer has moved to the next page.
Payment page notification when gift option is out of stock
What should I do with these orders?
Wrapped does its best to tidy up gifting attributes when things change in the cart. If a Gift Order still slips through you have a couple of options:
Treat it as a regular order
Fulfill it like any non-gifting order. No fees were collected, therefore no gift options need to be added. You may want to let your team know about this to prevent confusion.
Reach out to the customer
If it looks like they meant to include a gift option, you can follow up and offer to re-add it manually or resend it with the gift treatment. This is a great way to win customer loyalty and show you really care about the delivered experience.