E-commerce
July 1, 2026
"I put two items, the second is not free." "Can I take two different sizes for the 1+1 offer?" "The site says buy one get one free but nothing in the cart." Three tickets where a poorly explained 1+1 offer blocks checkout and generates dissatisfaction.
The buy one get one free support covers product eligibility, free item missing from cart, variant choice, and single code stacking. Distinct from complex BOGO (#197): here, 1+1 mechanism is readable for the customer with clear conditions, not mix-and-match partial return ops.
This guide #591 covers policy BOGO1-SUP, flow B1-1 to B1-8, and matrix BOGO1-MAP. Completes #197 from the customer perspective. Pairs with the customer service of the future bot BOGO1 (#592).
Summary
Why do 1+1 offers generate tickets?
"Buy one, get one free" seems simple in a single line. In practice, the customer doesn't know which products qualify, whether they need two lines in their shopping cart, if the free item is the cheapest one, or why the discount isn't showing up at checkout.
Five typical 1+1 frictions
Missing free item: 2 products in the cart, discount invisible
Ineligible product: on sale or excluded from the promotional collection
Same or different: are two models or two sizes allowed?
Insufficient quantity: only 1 item in cart, customer expects 1+1
Discount code stacking: BOGO 1+1 vs -15% sitewide
SimplyCodes estimates that 26% of checkout promo failures stem from misunderstood rules, often regarding quantity offers like 1+1 (SimplyCodes, promo codes 2026). Without BOGO1-MAP, agents improvise eligibility or promise free items outside of the guidelines.
BOGO1 #591 vs complex BOGO #197, GWP #553, promo #111 and bot #592
Five contents, five distinct promo mechanics.
Quick matrix
#591 BOGO1: 1+1 simple cart eligibility customer conditions
#197 BOGO: 2+1 mix-and-match return stack complex ops
#553 GWP: gift threshold cart distinct quantity
#111 promo: conditions stack general exclusions
#592 BOGO1bot: bot cart threshold tier 1 exclusions
#197 = BOGO complex returns stacks. #591 = 1+1 customer "how to get my free item?"
Which typologies should bogo1_* classify?
Eight buy-one-get-one-free ticket scenarios.
Eight bogo1 typologies
bogo1_how_it_works: customer doesn't understand 1+1 mechanics
bogo1_free_not_applied: discount or free item missing at checkout
bogo1_eligibility: eligible product or excluded from promotional collection
bogo1_same_or_different: two different models, sizes, colors allowed
bogo1_qty_confusion: insufficient cart quantity for 1+1
bogo1_variant_choice: size/color choice for the free item
bogo1_stack_code: combining BOGO 1+1 and website promo code
bogo1_expired_offer: offer expired at checkout time
Tags: bogo1, buy_one_get_one, promo_simple. BOGO1-MAP-GROUNDED: discount eligibility from map only.
How should the BOGO1-MAP matrix be structured?
The BOGO1-MAP matrix documents each simple 1+1 campaign for agents and future bot #592.
BOGO1-MAP Columns
campaign_id: Shopify app 1+1 offer identifier
eligible_collections: eligible SKU collections
free_item_rule: same_sku any_eligible cheapest_free
min_qty: minimum cart quantity, e.g., 2
exclusions: sales outlet excl promo
stack_rules: stack site code yes no best deal
valid_from_until: offer window time zone
customer_copy: customer phrase on PDP offer page
Sync Shopify Buy X Get Y, discount settings, /offres page, and helpdesk macros. Pre-launch audit: cart test with 2 eligible items, discount visible on mobile and desktop.
BOGO1-SUP policy in six rules
Six rules support simple 1+1 offer.
BOGO1-MAP-GROUNDED : discount eligibility stack from map only
CART-VERIFY-FIRST : Shopify cart lookup before explain
NO-FREE-PROMISE : no free item outside of eligible_collections map
EXPLAIN-LINE-BY-LINE : detailed visible customer cart calculation
STACK-CITE-MAP : accumulated code cites stack_rules map
COMPLEX-REROUTE : mix-and-match return → #197 complex BOGO
BOGO1 Flow B1-1 to B1-8
Eight-step agent flow for buy one get one free offering.
B1-1 Intake: bogo1_* intent + email cart_id order_ref
B1-2 Campaign lookup: BOGO1-MAP campaign eligible rules
B1-3 Cart verify: Shopify cart API qty SKUs discount
B1-4 Classify: how free_not eligibility same stack expired
B1-5 Explain: EXPLAIN-LINE-BY-LINE cart calculation
B1-6 Respond: macro BOGO1 grounded map customer_copy
B1-7 Execute: draft order refund partial code compensate
B1-8 Close: tag bogo1_resolved campaign_id
SLA: bogo1_how_it_works explained with customer_copy map in a single interaction.
Essential BOGO1 macros
Four macro agents offer 1+1.
BOGO1-EXPLAIN-01
"Offer [campaign_id]: [customer_copy map]. Your cart: [lignes qty SKU prix]. Rule [free_item_rule map]. Discount [montant] on [article offert]. Total [total] €. [If qty insufficient: add [min_qty - actuel] eligible item.]"
BOGO1-ELIG-01
"Product [SKU]: [éligible / non éligible]. Promo collections: [eligible_collections map]. Exclusions: [exclusions]. [If no: alternatives [lien collection].] Offer valid [valid_from_until]."
BOGO1-CART-01
"Cart [cart_id]: [bogo1_free_not_applied / appliqué]. [If absent: cause [qty / exclusion / expired / stack].] Action: [ajouter SKU / retirer code / lien collection]. Cart link: [cart_url]."
BOGO1-STACK-01
"Stacking 1+1 offer and code [code]: [stack_rules map]. [If refused: best deal [BOGO / code] savings [montant].] Highlight [code / BOGO auto] to apply the other."
Edge cases: complex BOGO, GWP, flash sale, and return
Five cases outside the simple standard 1+1 macro.
2+1 mix-and-match return: COMPLEX-REROUTE #197 BOGO ops
Cart threshold gift: GWP #553 distinct quantity threshold
Timezone Flash sale: expired campaign valid_until handoff
Return 1 out of 2 pair: partial return #197 policy BOGO
General site promo code: promo #111 cumulative exclusions
GWP auto gift ≠ 1+1 quantity discount. Reroute in case of customer confusion.
Essential bogo1 KPIs
Five BOGO1 steering metrics.
bogo1_ticket_rate: bogo1_* tickets / 1+1 campaign orders
bogo1_cart_fix_rate: free_not_applied resolved without refund
bogo1_explain_deflect: how_it_works resolved by macro alone
bogo1_not_applied_rate: missing discount / eligible orders
bogo1_stack_confusion_rate: stack_code tickets / total bogo1
Target: bogo1_cart_fix_rate higher than 80% with BOGO1-MAP customer_copy visible on PDP and offer page.
BOGO1 anti-patterns
Five common mistakes with buy one get one (1+1) offers.
Free item promised off-map: NO-FREE-PROMISE eligible_collections
Explanation without cart verify: CART-VERIFY-FIRST Shopify API
Blaming customer qty: BOGO1-EXPLAIN-01 min_qty map cite
Improvised stacking: STACK-CITE-MAP stack_rules only
GWP gift confusion: reroute #553 distinct 1+1
BOGO1 with Qstomy
Qstomy on Shopify: detect bogo1 intent, BOGO1-MAP RAG grounded, cart API verify discount, explain line by line, handoff #592 bot tier 1 cart threshold.
Pipeline : #592 bot explain elig cart → #591 compensate draft order refund complex → #197.
Explore AI support and request a demo.
Checklist, FAQ and going further
Checklist BOGO1 (8 steps)
BOGO1-MAP v1: eligible free_item_rule stack customer_copy
Policy BOGO1-SUP: 6 CART-VERIFY-FIRST rules
8 bogo1_* typologies: helpdesk tags
4 BOGO1-* macros: EXPLAIN ELIG CART STACK
Pre-launch cart test: 2 eligible mobile visible discount
Offer page customer_copy: customer phrasing identical for bot agents
30-min agent training: BOGO1 vs #197 vs GWP
KPI Dashboard: bogo1_* section 9
FAQ
Difference with BOGO #197?
#197 = 2+1 mix-and-match complex return aggregation. #591 = 1+1 simple customer conditions.
Free item missing from cart?
BOGO1-CART-01 CART-VERIFY qty exclusions expired stack.
Two different models?
BOGO1-ELIG-01 free_item_rule map same_or_different.
Is Bot #592 sufficient?
Tier 1 explain elig cart stack. Compensation refund → agents #591.
Going further
This week: publish BOGO1-MAP customer_copy PDP, test 2 eligible items in cart, measure bogo1_free_not_applied_rate.
Enzo
July 1, 2026
