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Why Would Free Gift Promo Add to Order Automatically But Not Actually Add the Item?

in Web Site / E-Commerce

The situation: we are using Free Gift Promo on a series of products (children in a matrix) to add a FREE GIFT which is a KIT of inventory items (qt of 6). What happens now is the associated item is added to a sales order and the promo item shows up. Saying free gift eligible but not applied. This was a web-based sales order using SCA Kilimanjaro.

If we remove the item, then manually deselect the checkbox for auto apply, and then recheck the box, the free gift applies correctly and commits the free gift from inventory.

I am not sure what we are missing.

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