Troubleshooting
Diagnose common DiscountLab setup, validation, activation, checkout, and Shopify POS issues
Use this guide when a DiscountLab workflow cannot be saved, does not activate, or produces an unexpected result. Change one variable at a time and retest with a known cart.
Start with these checks
Confirm the workflow status
Only an active discount is pushed to Shopify. A draft can be edited and tested as a configuration, but it is not intended to affect a live checkout.
Resolve every validation message
Check the highlighted node and its fields. Confirm that the graph starts with one Initial node, every path reaches a Rule, and each action, target, and selection is a supported combination.
Check dates and eligibility
Verify the store timezone, start and end dates, customer eligibility, cart threshold, product selection, and sales channel. Test once with a clearly eligible cart and once with a clearly ineligible cart.
Isolate discount combinations
Temporarily test the DiscountLab promotion without another automatic discount or discount code. If it works alone, review the combination settings of every discount involved.
The discount does not appear at checkout
Check the following in order:
- The workflow is active and its start date has passed.
- The end date has not passed.
- The cart satisfies every condition on the path leading to the Rule.
- The Rule targets an item, order, or delivery option that exists in the test cart.
- The selected product, collection, or variant matches the cart line you are testing.
- Shopify discount combinations allow the promotion to run with other discounts in the cart.
Test the boundary
For a minimum subtotal or quantity, test one cart just below the value and another exactly at the value. This quickly reveals comparison and eligibility mistakes.
The workflow cannot be saved
Read the inline validation message before changing the graph. Frequent causes include:
- A disconnected node or a path that does not finish at a Rule.
- An invalid action, target, and selection combination.
- A missing amount, percentage, target, or condition value.
- An end date that is earlier than the start date.
- A branch without a complete condition tree.
Use Actions, Targets & Selections to verify legal Rule combinations and Conditions to check operators and value types.
The amount is different from what you expected
Review the Rule target and selection strategy. First, All, Maximum, and Minimum choose candidates differently. Product ordering and candidate value can therefore change the winning line.
Discount combinations must permit the relevant product, order, or shipping class. Test each discount by itself first, then enable the intended combination and retest them together.
Confirm whether the condition uses greater than, greater than or equal, less than, or less than or equal. Then test just below, exactly at, and just above the threshold.
Inspect nested AND, OR, and NOT groups. Reduce the condition tree to one predicate, confirm its result, and add the remaining predicates back one at a time.
Shopify POS behaves differently
Treat Shopify POS as a separate test surface. Confirm the customer is attached when customer context is required, the location has the expected products, and the workflow does not depend on delivery information that is absent from an in-store cart.
Follow the Shopify POS Quick Start and record the location, cart contents, customer state, and expected result if the issue persists.
Before contacting support
Include:
- Shopify store domain.
- Discount title and current status.
- Sales channel: online store or Shopify POS.
- Exact cart contents and quantities.
- Expected result and actual result.
- Time of the test, including timezone.
- Screenshot of the workflow and any visible validation message.
Do not include customer passwords, payment details, API credentials, or access tokens.