How option prices reach the cart and checkout

The three ways Customei charges extras, which one your store uses, and what you and your customer see.

Last updated 28 days ago

Shopify decides how an app is allowed to charge extra on your store. So Customei has three ways to do it, and picks the one your store allows. You don't choose, and there is nothing to set up.

Your store	In the cart and at checkout	On the order in your Shopify admin
Shopify Plus	One line. The product price already includes the extra.	One line at the higher price.
Most other Shopify plans	One line, with the extra included in its price. At checkout a small Personalization row under the product shows the extra on its own.	Two items grouped together under Part of the product: the product at its normal price, and a Personalization item carrying the extra.
Stores Shopify doesn't allow to group items	Two lines: the product, and a second line called Customei Customization Options carrying the extra.	The same two lines.

In every case the customer pays the right total.

When Customei checks which way to use

Customei checks when you install the app, once a day, and straight away when your Shopify plan changes. If you move to or from Shopify Plus, the new way starts on its own.

The separate charge line

On stores that use the Customei Customization Options line, Customei keeps it paired with the personalized product:

if the customer changes the product's quantity, the charge follows;
if they remove the product, the charge is removed too;
if they remove only the charge line, it is added back, and checkout won't go ahead without it.

Subscriptions and other bundle apps

Shopify lets only one app group a cart line. If a personalized product is bought on a subscription, or another app on your store also groups items, Customei can't add its Personalization item to that order, so the extra on that one order isn't charged.

When this happens, Customei moves your store to the separate Customei Customization Options line, usually within a minute, so later orders are charged correctly. Your store stays on that way from then on. If you think this happened by mistake, contact support.

If the extra isn't charged

Check that the value has an Add-on price and that the option set was published after you set it.
Check that the Add-on price field isn't locked for your plan. Option prices are part of the Studio and Atelier plans.
If your store isn't on Shopify Plus, check that the Customei Customization Options product still exists in your Shopify admin and is available on your Online Store sales channel. See What is the "Customei Customization Options" product?
Check whether the product is sold on a subscription, or whether another app groups items in your cart. See Subscriptions and other bundle apps above.
If your theme has a custom cart drawer, make sure it shows every line in the cart. A drawer that changes quantities in its own way can leave the charge line out of step for a moment; reloading the cart brings it back in line.

Still not charged? Contact support with the product link.

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