E-commerce
July 1, 2026
"I had spent over €80, the gift is not in the package." "The site promised a free mini, nothing at checkout." "My cart was eligible before midnight, order placed at 00:02." Three tickets where a poorly managed gift with purchase generates a negative review and a missing item dispute.
E-commerce GWP support (Gift With Purchase) covers cart thresholds, SKU exclusions, gift stock, promo stacking, and warehouse omissions. Distinct from BOGO (#197) and samples (#535): here, it is a conditional free gift based on a threshold or triggering product.
This guide #553 covers policy GWP-SUP, flow GWP-1 to GWP-8, and matrix GWP-MAP. New free gift promotion case. Customer service pair of the future GWP bot (#554).
Summary
Why does the gift with purchase generate tickets?
The banner announces "free gift from €75". The customer does not see that sale items are excluded. The warehouse forgets the mini in the package. The agent does not know if the threshold includes shipping costs.
Five typical friction points
Vague threshold: Excl. tax, Incl. tax, shipping included or not
Exclusions: sales, bundles, gift cards excluded from GWP
Gift stock: gift SKU OOS with no alternative
Missing gift: package received without the free product
Promo stacking: GWP plus sitewide code that disappears
Shopify manages GWP via Buy X Get Y discounts or dedicated apps (Shopify, Buy X Get Y 2026
). Without a documented GWP-MAP, every ticket starts from scratch.
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GWP #553 vs BOGO #197, samples #535, promo #111 and bot #554
Five contents, five distinct promo mechanics.
Quick Matrix
#553 GWP: threshold free gift or trigger product
#197 BOGO: 2+1 mix-and-match partial return
#535 SAMP: free mini sample selection in cart
#111 promo: offer conditions cumulative exclusions
#554 GWPbot: grounded GWP eligibility bot
BOGO = quantity discount. GWP = free item added if condition is met. SAMP = mini discovery, often customer's choice.
Which gwp_* typologies should be classified?
Eight promotional gift ticket scenarios.
Eight GWP typologies
gwp_eligibility_check: am I eligible for the gift
gwp_threshold_how: how to reach the cart threshold
gwp_exclusion_why: why my cart is not eligible
gwp_missing_gift: gift missing from the received package
gwp_gift_oos: gift out of stock alternative
gwp_stack_promo: combining GWP and promo code
gwp_trigger_product: buy product X for gift Y
gwp_reship_request: resending gift forgotten by the warehouse
Tags: gwp, gift_with_purchase, missing_gift. GWP-MAP-GROUNDED: rules from map, never an invented threshold.
How to structure the GWP-MAP matrix?
The GWP-MAP matrix documents each GWP campaign for agents and future bot #554.
GWP-MAP Columns
campaign_id: active GWP campaign identifier
trigger_type: threshold trigger_product auto_add
threshold_amount: threshold amount tax incl. tax excl. shipping rules
gift_sku: free gift SKU or selection pool
exclusions: sale collections SKUs excluded from GWP
stack_rules: promo code stack order discount
gift_stock: qty available alternative_sku
reship_policy: auto-resend if confirmed missing
Sync marketing campaign sheet, GWP app (Rebuy, Gift Box) and helpdesk macros. Pre-launch audit threshold cart test.
GWP-SUP Policy in six rules
Six rules support free gift.
GWP-MAP-GROUNDED: exclusion threshold from map only
THRESHOLD-EXPLICIT: VAT incl./excl. shipping always specified
MISSING-VERIFY: missing gift: verify pick list before reship
REShip-GIFT-ONLY: resend gift only, not the entire order
OOS-ALTERNATIVE: gift OOS: alternative map or credit note
NO-PROMISE-STACK: promised accumulation only if stack_rules map
Flow GWP GWP-1 to GWP-8
Eight-step gift-with-purchase agent flow.
GWP-1 Intake: gwp_* intent + order or cart context
GWP-2 Campaign lookup: active campaign_id GWP-MAP row
GWP-3 Eligibility calc: threshold exclusions stack verify
GWP-4 Classify: eligible missing oos stack trigger
GWP-5 Respond: macro GWP grounded map
GWP-6 Missing verify: pick list photo package ops
GWP-7 Reship execute: gift SKU only if proven forgotten
GWP-8 Close: tag gwp_resolved campaign_id
SLA: gwp_missing_gift verified by ops within 24 hours, gift reship within 48 hours if omission is proven.
Essential GWP macros
Four macro agents.
GWP-ELIG-01
"Campaign [campaign_name]: gift [gift_product] offered from [threshold_amount] € [VAT incl./excl., shipping incl./excl.]. Exclusions: [exclusions summary]. Your cart [cart_total] €: [eligible / X € missing]."
GWP-MISSING-01
"Order #[order_num]: warehouse verification in progress. If gift [gift_product] is confirmed missing, it will be resent within [reship_sla] to your address. Ticket reference [ticket_id]."
GWP-OOS-01
"Gift [gift_product] temporarily unavailable. Proposed alternative: [alternative_sku] or a credit note of [credit_amount] €. Please reply with 1 or 2 within 48 hours."
GWP-STACK-01
"GWP and code [promo_code]: [accumulation authorized / non-cumulative]. Checkout rule: [stack_rules map]. Applied offer: [GWP or code], savings [amount] €."
Edge cases: split, return and carriage paid
Five cases outside standard macro eligibility.
Partial return: item return gift keeping policy
Free shipping threshold: delivery threshold vs GWP threshold
Mixed cart promo: full price plus sales GWP
Gift card purchase: gift card payment counts towards threshold
Flash sale: GWP short campaign time zone
GWP order return: written policy if the customer must return the gift or if there is a prorated refund on the main order.
order.
Essential GWP KPIs
Five GWP steering metrics.
gwp_ticket_rate: GWP tickets / campaign orders
gwp_missing_rate: reported missing gifts / GWP orders
gwp_reship_sla: delay for resending forgotten gift
gwp_eligibility_deflect: threshold questions resolved at first contact
gwp_oos_fallback: % alternative solutions offered for OOS gift
Target: gwp_missing_rate below 2% with gift QA pick list on GWP orders.
GWP Anti-patterns
Five common mistakes.
Invented threshold agent: GWP-MAP-GROUNDED
Reship entire order: RESHIP-GIFT-ONLY
Missing without ops verification: MISSING-VERIFY
Accumulating promises outside map: NO-PROMISE-STACK
VAT included/excluded confused: THRESHOLD-EXPLICIT
GWP with Qstomy
Qstomy on Shopify: detect gwp intent, GWP-MAP RAG eligibility calc, missing gift workflow, reship handoff ops, stack rules cite, handoff #554 bot tier 1.
Pipeline: #553 agents missing reship → #554 bot eligibility tier 1.
Explore AI support and request a demo.
Checklist, FAQ and going further
GWP Checklist (8 steps)
GWP-MAP v1: gift SKU reship exclusions threshold
GWP-SUP Policy: 6 THRESHOLD-EXPLICIT rules
8 gwp_* typologies: helpdesk tags
4 GWP-* macros: ELIG MISSING OOS STACK
Warehouse pick list: gift icon GWP orders
GWP help page: exclusions threshold visible PDP
Pre-launch cart test: threshold minus 1 euro plus 1 euro
KPI Dashboard: gwp_* section 9
FAQ
BOGO difference #197?
BOGO = quantity discount. GWP = free gift if threshold or product condition met.
Gift missing from package?
GWP-MISSING-01 verify ops then RESHIP-GIFT-ONLY.
Does threshold include postage?
THRESHOLD-EXPLICIT from GWP-MAP, never assumed.
Is Bot #554 enough?
Tier 1 eligibility. Missing reship → agents #553.
Going further
This week: document active campaign GWP-MAP, QA pick list 10 GWP orders, measure gwp_missing_rate.
Enzo
July 1, 2026
