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Discounts not applying correctly

Troubleshoot why a Roadmap discount, code, or Gift with Purchase does not apply as expected.

Start by checking what kind of offer you are testing.

  • Gift with Purchase adds a gift line item to cart.

  • Roadmap discount offers change price or shipping.

  • Loyalty rewards create coupons from point redemption.

  • Referral discounts come from the referral reward setup.

If you are testing a GWP, do not look only for a discount amount. Look for the gift line item in cart.

Fast troubleshooting order

1

Confirm the offer is live

Check Status and Active Dates first.

2

Rebuild the qualifying cart

Use the exact products, variants, quantities, and spend required by the offer.

3

Check customer eligibility

Make sure the shopper matches the configured audience.

4

Remove overlap

Temporarily pause other active promotions and test again.

5

Confirm you are testing in the right place

GWPs should be checked in cart. Code-based discounts should be checked at checkout.

Most common causes

The offer is inactive or out of date

If the start time is in the future or the end date has passed, the offer will not apply.

The cart does not actually qualify

Check these details:

  • wrong product or variant

  • wrong quantity

  • subtotal below threshold

  • missing required combination of items

The shopper is not eligible

This is common when the offer uses:

  • Logged in only customers

  • Customers tagged with

  • Customers NOT tagged with

  • Members

  • country-based rules

Use a real logged-in customer when testing these cases.

The shipping discount uses the wrong cart-type rule

This is the main cause for shipping discounts not applying.

Check the Order contains setting carefully.

Mixed carts must match it exactly.

Examples:

  • One-time purchase items only will fail if the cart contains any subscription item

  • Subscriptions only will fail if the cart contains any one-time item

  • At least one subscription is the usual fix when mixed carts should still receive free shipping

Another promotion is taking precedence

If more than one offer targets the same cart, checkout may apply a different result than you expected.

Pause the other offers and retest with only one active.

The gift item cannot be added

For GWP offers, confirm the free gift variant is set correctly.

If the gift cannot be added, the offer may appear broken even when the cart qualifies.

If the offer uses a loyalty or referral code

Check these next:

  • the correct reward was redeemed

  • the code restrictions match the cart

  • other live promotions are not interfering

If the offer is a shipping discount

Check these next:

  • the Order contains value matches the cart

  • the spend threshold is met

  • the shipping country is included

  • the customer still matches the eligibility rule

If the cart contains both subscription and one-time items, go straight to Shipping discount not applying?.

Before contacting support

Collect these details first:

  • offer name

  • where it was created

  • status and active dates

  • exact test cart

  • whether the customer was logged in

  • any other active promotions

Related guides

PreviousGWP not showing at checkout?
NextShipping discount not applying?

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