Why are my customers unable to purchase the gift product separately?
If your customers are unable to purchase the gift product on its own at full price, or if the gift product keeps getting automatically removed from the cart after being added, it's usually because the Auto-remove setting is enabled on that offer. Auto-remove is meant to keep gift products in check and removing them automatically if the cart no longer qualifies for the offer, and preventing customers from buying the gift product as a regular purchase. This doc walks you through how the Auto-remove setting affects your offer setup, how to fix it depending on what you need.
How does this setting impact the offer setup?
How to fix it?
FAQ
How does this setting impact the offer setup?
When Auto-remove setting is enabled, Monk continuously checks whether a gift product in the cart is eligible based on your offer conditions. If a customer manually adds the gift product to a cart that does not qualify for the offer, Monk treats it as an ineligible gift and automatically removes it from the cart. As a result, customers won't be able to purchase that product separately while the Auto-remove setting is enabled.
You can follow the steps below to navigate to this setting:
Go to Manage Offers → Action > Edit → Step 1 → Scroll down to Offer Settings > Cart refresh and behaviour.
How to fix it?
Disable the Auto-remove setting if you want customers to be able to purchase the same product independently, even when their cart doesn't qualify for the offer.
Frequently Asked Questions
How can I allow customers to purchase the gift product separately and keep auto-remove enabled simultaneously?
In order to ensure that the gift product gets auto removed if the offer is ineligible and gift can be purchased separately, you can create a copy of the gift product, mark it as unlisted, and add it as the offer product (on Step 1 of the offer set up) to be displayed as the free gift.
This way, 2 products will be set up (with 2 different product IDs) - one for selling purpose and another for gifting purpose. Please refer here on how to set up free Gift offer with a zero-priced product and how to hide this product from your website.
If you have any other questions or queries please reach out to us via chat support or write to us at support@monkcommerce.com
Updated on: 31/08/2026