Why are discounts not applying correctly?

Introduction

If your discount promotion isn’t applying correctly, don’t worry — it usually comes down to the setup conditions, customer eligibility, or a conflict with Shopify’s native discount system. Roadmap manages discounts automatically in the background (creating the correct hidden Shopify discount), so once configured properly, they’ll always apply.

1. Check Promotion Conditions

• Confirm that the cart meets the conditions you set:
  • Spend threshold → Has the cart total reached the minimum?
  • Buy X Get Y → Are the correct products/quantities in the cart?
  • Tiered discounts → Is the customer at the correct tier (e.g. $200 spend = 20% off)?
• Example: A “Spend $100 → 10% off” promo won’t apply if the cart is only $95.

👉 Fix: Test with a cart that clearly meets the conditions.

2. Verify Customer Eligibility

• Did you restrict the promotion to:
  • Logged-in customers only?
  • Customers with previous orders?
  • Specific countries?
  • Members / Non-members?
• Example: If it’s members-only, guest customers won’t see the discount.

👉 Fix: Test using a customer profile that matches your eligibility rules.

3. Confirm Scheduling & Fallback

• Is the start date/time in the future?
• Has the end date/time already passed?
• After expiry, the fallback behavior takes over (promotion hidden or inactive).

👉 Fix: Adjust scheduling to match your campaign window.

4. Check for Conflicts with Shopify Discounts

• Shopify only allows one automatic discount at a time in its native discount system.
• Roadmap manages its own discounts automatically, but:
  • If a Shopify automatic discount is active, it may override or block Roadmap’s promotion.
• Discount codes (e.g. WELCOME10) can still be used alongside Roadmap discounts.

👉 Fix: Disable Shopify’s native automatic discount while testing Roadmap’s promo.

5. Review Theme App Block Placement

• If the cart widget or discount messaging isn’t showing, make sure the Roadmap app block is placed correctly in your Shopify theme.
• The discount may still apply in checkout even if customers don’t see messaging.

👉 Fix: Re-add the app block in your cart or checkout template.

6. Test with a Fresh Cart/Session

• Sometimes cached sessions prevent new discounts from showing immediately.
• Example: A test customer may need to log out and log back in.

👉 Fix: Test in an incognito/private browser window with a fresh cart.

Common Questions

• Do I need to create a Shopify discount manually?
  • No — Roadmap creates the correct hidden discount automatically.
• Why do I see Roadmap-created discounts in Shopify?
  • These are managed by Roadmap. Do not delete them — they’re needed for promotions to apply.
• Can customers use codes with Roadmap discounts?
  • Yes — discount codes can still be applied at checkout alongside Roadmap promotions.
• What if multiple promotions apply?
  • Roadmap applies all eligible promotions, but you can use eligibility rules to prevent overlap.

Cross-Feature Links

• How do I create a discount promotion?
• How do I schedule start and end dates for discounts?
• Can I run multiple GWPs or discounts at the same time?

Summary

If discounts aren’t applying correctly, check the conditions, eligibility, scheduling, and Shopify discount conflicts. Roadmap automatically creates and manages the necessary Shopify discounts, so once the setup is correct, promotions will apply seamlessly in cart and checkout.