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      Troubleshooting: Why Aren't My Promotions Applying?

      Common reasons for why Promotions/Coupons do not apply - and how to resolve them

      Here are some common reasons why a discount may not be applied as expected to Promotions and Coupons.

      1. 'Applies To' field is misconfigured:
        1. Issue: If a discount is not applying to a specific SKU, it could be due to the 'Coupon Applies 'To field designation.
        2. Resolution: Make sure that the SKU in the Cart is correctly assigned to the Collection or Department specified in the Product section for the discount you are trying to apply.
          Screen Shot 2024-07-22 at 12.13.25 PM
      2. 'Coupon Available To' field is misconfigured:
        1. Issue: The discount you are trying to apply to a specific Club or Tag is not applying.
        2. Solution: Ensure that the Customer is properly assigned to the corresponding Tag or is a member of the correct Club.
          Screen Shot 2024-07-22 at 12.21.55 PM
      3. 'Order Requirements' are misconfigured:
        1. Issue: Discount is not calculating properly where specific quantity or subtotal is defined as conditions.
        2. Solution: For Promotion/Coupons that are set to trigger from Order Requirements, you have the choice to base it on Quantity or Subtotal. 
        3. Depending on how you defined what the discount applies to (in step 1 above), this will determine how the Order Requirements are calculated. 
          1. Example 1: if you have a Promotion where the discount applies to a specific SKU, selecting 'Only Selected Products' will only count that particular SKU to determine the item count.
          2. Example 2: If 'Store' is selected, we will count all items in the Cart to determine the item count (and trigger the discount to apply or not). Misconfiguring this field may cause some discounts not to apply.
            Screen Shot 2024-07-22 at 12.32.23 PM
            Screen Shot 2024-07-22 at 12.25.15 PM
      4. Promotion Sets do not include all applicable Promotions/Coupons:
        1. Issue: Multiple discounts are not applying to a single Order.
        2. Solution: Set up or check an existing Promotion Set. Promotion Sets enable you to create Promotions and Coupons that work together when a Customer meets the criteria for all relevant discounts. If the discounts are not grouped together in the same Promotion Set, only the promotion that provides the greater discount (larger savings) will apply. (Learn more about Promotion Sets here).
          Screen Shot 2024-07-22 at 12.38.33 PM
      5. Caching:
        1. Issue: Your Promotion isn't functioning properly after making recent changes.
        2. Solution: It is advisable to fully close your internet browser or open a new one to ensure that the Promotion takes effect. It is necessary to do this because your internet browser stores the old Promotion in its cache, and closing the browser will clear this stored data.
      6. Customer is not logged in at time of online purchase:
        1. Issue: If a transaction is completed on your website without the Customer being logged in, then there's a good chance that the discount will not apply. In such cases, the system may not be able to identify if the Customer belongs to a specific Tag or Club Membership to qualify for the discount.
        2. Solution: You may want to make it clear in your email campaigns that Customers must be logged in in order to see their applicable discounts.
          Screen Shot 2024-07-22 at 12.49.33 PM