The discount isn't applied at checkout
Use this checklist when an offer's discount is missing in the cart or at checkout: status, how items were added, quantities, combinations and markets.
Written by Miguel Zamora
On this page
Check that the offer is active
In your offers list, the offer should show Active. Draft, Scheduled and Ended offers don't give a discount.
If it shows Disconnected, its Shopify discount was deleted. Click the More actions menu (⋮) on that row and choose Reconnect.
BOGOX creates a discount in your Shopify Discounts page for each offer. Don't deactivate or delete it there; manage the offer from the app.
When the discount applies, shoppers see the Discount name you set in Offer settings in their cart and at checkout (if you left it empty, they see the tier’s title). Look for it to confirm.
Check how the items were added
The shopper should select a tier in the offer and then click Add to cart on the product page. BOGOX adds the items of the selected tier for them.
Items added any other way, for example with a quick-add button on a collection page, can only get a Quantity discount tier. BOGOX then counts the units of the same product in the cart: different variants of one product add up; different products don't.
If Only discount items added from the offer is on, items added any other way don't get a discount at all.
Buy X, get Y, Product bundle, Mix and match and gift tiers only apply to items added from the offer.
If the shopper changes the quantities in the cart, the items may no longer match the tier they chose, and the discount can change or disappear. Ask them to select the tier again in the offer and add it to the cart.
The product must be included in the offer's Products step and not listed under Exceptions:.
Check combinations and discount codes
In Offer settings, This offer can be combined with: lets you choose Product discounts, Order discounts and Shipping discounts. Shopify only combines two discounts when both allow it. If not, it applies the best one.
If a shopper enters a discount code, open that code in your Shopify Discounts page and check that it can combine with product discounts.
On the same product, only the best product discount applies, even when both allow combining. Two BOGOX offers on the same product don't add up.
Check markets, customers and dates
Under Visibility, a market in Markets limits the discount to that market. With Exclude markets on, that market is left out instead.
Exclude B2B customers removes the discount for business buyers who use Shopify B2B.
Prices in other currencies are converted automatically. If Round prices is on, customers pay the rounded price.
Check that the order falls between the offer's Active dates.
Orders outside your online store, and getting help
BOGOX is built for shoppers who buy in your online store. Draft orders you create in the admin and in-person sales with Point of Sale don't go through the offer, so its discount isn't guaranteed there.
If you've checked everything and the discount still doesn't apply, contact our support team. Send the offer name, the products and quantities in the cart, any discount code used, and a screenshot of the checkout.