Paid product option not charged on a Shopify order: how to check
If a customer chose a paid option (engraving, gift wrap, a larger size add-on) but the order total doesn't include it, the fee was lost somewhere between the product page and checkout. How to confirm it on one order:
- Open the order in Shopify admin and look at the line item. Options apps save the customer's choices as line item details under the product (for example "Engraving: Emma").
- Check how the fee should appear. Depending on the options app, it's either a separate add-on line item (for example "Engraving fee") or built into the product's price.
- If the choice is there but there's no fee line and the price equals the normal product price, the fee wasn't charged.
- If the choice itself is missing, the options never reached the cart (see product options missing from the order).
To find more affected orders by hand, filter orders by the products that have paid options and repeat the check. That's slow, which is why it usually gets noticed late.
More help
- A discount code made the add-on free: how to fix itWhy a Shopify discount code can bring a gift wrap or engraving add-on to $0, and how to limit the discount to your main products.
- Product options missing from the order: causes and how to testCustomer choices like engraving text or uploads don't show on the Shopify order? Common causes, and an end-to-end test for each product template.
- Add-on prices with Shopify Markets: what to checkWith Shopify Markets price adjustments, product prices change per country but an options app's fixed add-on fee may not. What to test in each market.