> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/discounts-and-gwp/troubleshooting/discounts-not-applying-correctly.md). # 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. {% hint style="info" %} If you are testing a GWP, do not look only for a discount amount. Look for the gift line item in cart. {% endhint %} ### Fast troubleshooting order {% stepper %} {% step %} #### Confirm the offer is live Check **Status** and **Active Dates** first. {% endstep %} {% step %} #### Rebuild the qualifying cart Use the exact products, variants, quantities, and spend required by the offer. {% endstep %} {% step %} #### Check customer eligibility Make sure the shopper matches the configured audience. {% endstep %} {% step %} #### Remove overlap Temporarily pause other active promotions and test again. {% endstep %} {% step %} #### Confirm you are testing in the right place GWPs should be checked in cart. Code-based discounts should be checked at checkout. {% endstep %} {% endstepper %} ### Most common causes #### The offer is inactive or out of date If the start time is in the future or the end date has passed, the offer will not apply.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?](/discounts-and-gwp/troubleshooting/shipping-discount-not-applying.md). ### 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 * [Create a shipping discount](/discounts-and-gwp/using-gwp-and-discounts/create-a-shipping-discount.md) * [Shipping discount not applying?](/discounts-and-gwp/troubleshooting/shipping-discount-not-applying.md) * [Run multiple discounts and GWPs at once](/discounts-and-gwp/using-gwp-and-discounts/run-multiple-discounts-and-gwps.md) * [Gift with Purchase](/discounts-and-gwp/using-gwp-and-discounts/gift-with-purchase.md) * [Combine GWPs with loyalty rewards or bundles](/discounts-and-gwp/using-gwp-and-discounts/run-multiple-discounts-and-gwps/combine-gwps-with-loyalty-rewards-or-bundles.md) * [GWP not working in Shopify POS](/discounts-and-gwp/troubleshooting/gwp-not-working-in-shopify-pos.md) * [GWP not showing at checkout](/discounts-and-gwp/troubleshooting/gwp-not-showing-at-checkout.md) --- # Agent Instructions This documentation is published with GitBook. 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