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Troubleshooting Retail Discounts

Troubleshoot a Discount That Doesn't Apply or Calculates Incorrectly. Symptom. A discount does not appear, cannot be selected, does not apply automatically, rejects a promo code, or calculates a resu…

Troubleshoot a Discount That Doesn't Apply or Calculates Incorrectly

Symptom

A discount does not appear, cannot be selected, does not apply automatically, rejects a promo code, or calculates a result you did not expect.

Resolution

1. Confirm the Discount Is Active

Find the discount in the grid and confirm that it is enabled. Check any start date, end date, day, or time restriction.

2. Confirm the Facility

Review the included and excluded facilities and facility tags. Confirm the order belongs to an eligible facility.

3. Confirm the Item Rules

Review included and excluded items, brands, categories, and tags. Use the eligible-item preview.

If Exclude Items with Discounted Price is enabled, an item with an existing discounted price may not qualify.

4. Confirm Customer Eligibility

Review the customer attributes, group, loyalty membership, and redemption history. A loyalty-only discount does not appear in the normal Manage Order Discounts list.

5. Confirm Order Eligibility

Check fulfillment type, order origin, minimum value, creation or check-in time, and other order attributes.

6. Confirm Redemption Limits

Review per-purchase and per-customer limits. A single-use promo code cannot be redeemed again after use.

7. Confirm Line or Order Scope

Open the discount control at the correct level. A line discount and an order discount use different controls. Using an order-level control for a line-level code returns a promo-code error.

8. Check Stackability and Automatic Behavior

Review whether the discount can stack with another discount and whether it should apply automatically or be selected manually.

9. Check Approval and Reason Requirements

Complete any required manager PIN approval or discount reason.

10. Review the Calculation

For an Advanced discount, verify both The Details and The Deal. Confirm which items qualify and which items receive the reduction.

When to Contact Support

Please Include:

  • The Discount Name
  • Facility
  • Customer
  • Purchase ID
  • Cart items
  • Order type
  • Current time
  • Promo code (when applicable)
  • Screenshots of the eligibility settings and calculated result.

How did we do?

Set Default Printers in POS

Retail Pre-Orders, Backorders, and Replacement Orders

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