Missing gift option line-item in Orders
Why are some Orders showing gifting details without gift option line-items?
Sometimes, you may see an order in your Shopify admin that includes gifting attributes—like a gift message or gift wrap instructions—but is missing the actual gift option line-item. That means the customer selected a gift option during checkout, but the fee wasn’t included in the order.
This can be confusing. Here’s what’s going on.
Common reasons this happens
Gift option is in Basic mode
If your Gift option is in Basic mode when the customer added the item – no additional line-items are added as basic mode is intended for free gift options without a fee.
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.
What should I do with these orders?
Wrapped does its best to tidy up gifting attributes when things change in the cart—but if an 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.