> ## Documentation Index
> Fetch the complete documentation index at: https://discount.xrtotech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Discount missing or incorrect? Check these settings

> Diagnose status, identity, scope, calculations, combinations, and theme embed issues with a reproducible cart and actual checkout.

If GoGoGo Discounts behaves unexpectedly, reproduce it with one campaign and one test cart. Change only one setting at a time, then verify real checkout.

## 1. Is the campaign running?

Rule out a draft, future schedule, or expired end date. The editor uses Beijing time (UTC+8). Use **保存更改** (Save changes) for an existing activated campaign and **启用活动** (Activate campaign) for a new one.

Keep any activation error message. For capacity errors, count automatic discounts across Shopify admin and other apps with overlapping dates. See [usage limits](https://discount.xrtotech.com/en/settings/usage-limits.md).

## 2. Check the method and customer identity

A manual code must be entered correctly. Customer eligibility, tags, login, and history depend on the identity recognized at checkout. Automatic once-per-customer campaigns do not admit guests.

Both customer eligibility and conditions must pass. Review [market restrictions](https://discount.xrtotech.com/en/settings/markets-currency.md) for specific customers or segments.

## 3. Check product and condition scopes

Verify actual product, variant, or collection selections. Quantity condition scope and discount scope are separate; other merchandise may count toward neither.

“All conditions” fails if any one condition fails. Check the separate all/any matching inside each tag group too.

## 4. Explain amount differences

| Symptom | Check first |
| - | - |
| Wanted 10% off but savings are huge | Enter 10, not 90 |
| Shipping brings the total above threshold but no discount | Threshold uses merchandise, excluding shipping and tax |
| Wanted two for 100, but 100 was removed | Bundle price is a final group price; fixed savings are an amount removed |
| 20% then 5% gives 76 | Percentages apply consecutively, not as 25% off |
| Another market has a different threshold | Store-to-checkout currency conversion |
| Savings are lower than expected | Caps, rounding, group limits, or another selected rule |

## 5. Check combinations

Test campaigns separately, then together. Rule selection within a campaign differs from combinations between campaigns. Both sides must allow the relevant categories, and Shopify checkout decides the final result. See [selection and combinations](https://discount.xrtotech.com/en/settings/rule-priority.md).

## 6. Gift issues

> [accordion] The cart qualifies, but no gift appears
>
> Confirm the rule is an automatic gift, not Buy X get Y. Save the embed in the current theme, check gift availability and eligibility, and enter through the ordinary cart. Buy now or express checkout may bypass gift handling.

> [accordion] BOGO does not apply with one item
>
> Buy X get Y does not add items. With the same purchase and reward scope, buy one get one free requires at least two units in the cart.

> [accordion] The gift has its original price, or the cart display is stale
>
> Refresh and check campaign status, eligibility, theme cart rendering, and network behavior. Confirm the system gift is free at actual checkout. If the issue persists, pause the campaign and contact support.

> [accordion] Refreshing does not change the random gift
>
> An available selected gift is kept while eligibility remains. Losing eligibility removes it; qualifying again starts a new selection.

For unresolved issues, prepare the campaign, cart, customer identity, market, expected and actual amounts, and screenshots as described in [service and support](https://discount.xrtotech.com/en/about/support.md).


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