Shipping discount not applying?

Troubleshoot shipping discounts that do not apply, especially on mixed carts with subscription and one-time items.

Start with the cart composition.

Most shipping discount issues come from the Order contains setting.

Fast troubleshooting order

1

Confirm the discount is live

Check Status and Active Dates first.

2

Check the cart subtotal

Confirm the cart meets If the customer spends at least....

3

Check Order contains

Make sure the cart composition matches the configured purchase-type rule.

4

Check the shipping country

If the discount uses Selected countries, confirm the destination is included.

5

Check customer eligibility

Make sure the shopper matches the configured audience.

6

Remove overlap

Temporarily pause other promotions and test again.

The most common cause

Mixed cart does not match Order contains

This is the issue support sees most often.

Example:

• the cart contains one subscription product

• the cart also contains one or more one-time products

• the shipping discount is set to One-time purchase items only

That cart will not qualify.

The same issue happens if the discount is set to Subscriptions only and the cart contains any one-time item.

How to fix mixed-cart free shipping

If the merchant wants free shipping whenever a cart contains a subscription, set Order contains to At least one subscription.

If the merchant wants the discount to ignore purchase type completely, set Order contains to Any product type.

Do not use One-time purchase items only for carts that may contain both subscription and one-time items.

Match each option to the cart

One-time purchase items only

Works only when every item is one-time.

Subscriptions only

Works only when every item is a subscription.

At least one subscription

Works for subscription-only carts and mixed carts.

Any product type

Works when purchase type should not affect eligibility.

Other common causes

The subtotal is below the threshold

If the cart is even slightly below the configured spend, the discount will not apply.

Retest with a cart clearly above the threshold.

The shipping country is excluded

If the discount is limited to Selected countries, test with an included destination.

The shopper is not eligible

This is common when the discount uses:

• Logged in only customers

• Customers tagged with

• Customers NOT tagged with

• Members

• Non-members

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

Another promotion changes qualification

Another live promotion can change the cart subtotal or discount outcome.

Pause other offers and retest with only the shipping discount active.

Before contacting support

Collect these details first:

• shipping discount name

• Order contains value

• spend threshold

• shipping country restriction

• exact test cart

• whether the customer was logged in

• any other active promotions

Related guides

• Create a shipping discount

• Discounts not applying correctly

• Run multiple discounts & GWPs