Troubleshooting: Promotions

Having issues with the Promotions module? Find solutions to common problems below.

Problem: Offer fires on every sale#

Cause: The default trigger “Always” was not changed when the offer was created.

Solution:

• Edit the offer, go to the Trigger panel, and replace “Always” with the correct trigger type. See Offers > Trigger.

Problem: Offer is not applying at the till#

Cause: The Enabled toggle is off, or the Start/End dates are outside the current date.

Solution:

• Edit the offer, go to the General panel, and toggle Enabled on.
• Confirm the Start and End dates are current.

Problem: Voucher cannot be created — no offers in the Offer dropdown#

Cause: No Manual Offer exists. The Offer dropdown in the Voucher creation form only shows offers where Automatic is unticked.

Solution:

• Go to Offers, create or edit an offer, and untick the Automatic checkbox.
• Return to Vouchers and create the voucher.

Problem: Newly created promo not showing in the Priority page#

Cause: The page has not refreshed since the promo was created.

Solution:

• Press Refresh in the top navbar of the Priority page.

Problem: Newly created promo not showing in the Happy Hours or Time Periods list#

Cause: The list has not refreshed.

Solution:

• Press Refresh Data (top right) on the relevant list page — Happy Hours or Time Periods.

Problem: Double discount not applying — only one discount fires#

Cause: Both offers are in the same Offer Group. Within a group, the engine picks the best single combination — it will not apply both.

Solution:

• Move one of the offers to a separate Offer Group so they stack across groups. See Offers > Offer Groups.

Problem: A Happy Hours or Time Period discount is applying but an Offer discount is not#

Cause: Happy Hours and Time Period promos always apply before Offers. If a Happy Hours or Time Period promo has already modified the item price, and your Offer trigger uses “No Discounts” as an Item Filter, the offer will not fire on that item.

Solution:

• Review your Item Matcher filters in the Trigger panel. If the intent is for both to apply, remove the “No Discounts” filter. If only one should apply, this is working as intended.

Problem: Item Matcher is not matching correctly — matching different products when the same product in multiples is required#

Cause: Group By is set to “Any” instead of “Product.” Any matches broadly across tagged items; Product requires the same SKU.

Solution:

• In the Item Matcher, change Group By from Any to Product. See Offers > Item Matcher > Group By.

Problem: Voucher issued but not printing#

Cause: Print on Issue is not ticked on the voucher.

Solution:

• Edit the voucher in Vouchers (double-click the row) and tick Print on Issue.

Problem: Voucher issued but not appearing on a member account#

Cause: Attach to Member is not ticked on the voucher.

Solution:

• Edit the voucher in Vouchers (double-click the row) and tick Attach to Member.