Introduction #

One of the most common questions merchants ask is:

Why is the discount different than what I expected?

In most cases, Ezhance is working correctly, but one of the following settings is affecting the final calculation:

• Price Source
• Product Discount Strategy
• Cart Discount Strategy
• Multiple Promotions
• Promotion Priority
• Eligibility Rules
• Sale Prices
• Quantity Requirements

This guide explains the most common causes.

How Ezhance Calculates Discounts #

Before applying a discount, Ezhance evaluates:

Target Selection
        ↓
Eligibility Rules
        ↓
Matching Promotions
        ↓
Discount Strategy
        ↓
Final Discount Calculation
        ↓
Storefront Display

The final discount customers see is based on the entire evaluation process.

Quick Checklist #

Before troubleshooting, verify:

• Promotion is active
• Product qualifies for the promotion
• Eligibility Rules pass
• Correct Price Source is selected
• Multiple promotions are not conflicting
• Quantity requirements are met
• Sale prices are configured correctly

Cause 1: Price Source Is Different Than Expected #

Price Source is one of the most common causes of unexpected discounts.

Ezhance can calculate discounts using:

• Regular Price
• Sale Price

Example: Regular Price #

Product:

Regular Price = $100

Sale Price = $80

Promotion:

10% Off

Price Source:

Regular Price

Result:

Discount = $10

Final Price = $90

Example: Sale Price #

Product:

Regular Price = $100

Sale Price = $80

Promotion:

10% Off

Price Source:

Sale Price

Result:

Discount = $8

Final Price = $72

Solution:

Review:

Ezhance → Settings → Price Source

Cause 2: Multiple Promotions Match The Same Product #

The product may qualify for more than one promotion.

Example:

Promotion A

10% Off

Promotion B

20% Off

The final result depends on Product Discount Strategy.

Solution:

Review:

• Product Discount Strategy
• Other active promotions

Cause 3: Product Discount Strategy Is Affecting The Result #

Product Discount Strategy determines how multiple product discounts interact.

Available options:

• Biggest Discount
• Smallest Discount
• Stack All

Example #

Promotion A

10% Off

Promotion B

20% Off

Strategy:

Biggest Discount

Result:

20% Off applies.

If the strategy changes, the final discount changes.

Solution:

Review Product Discount Strategy in Global Settings.

Cause 4: Cart Discount Strategy Is Affecting The Result #

Multiple Cart Discounts may be available.

The final discount depends on Cart Discount Strategy.

Available options:

• Stack All
• Best Discount Only
• Best Discount + Free Shipping
• Free Shipping Only

Example:

Promotion A

10% Cart Discount

Promotion B

20% Cart Discount

Strategy:

Best Discount Only

Result:

20% Off applies.

Solution:

Review Cart Discount Strategy in Global Settings.

Cause 5: Promotion Priority Is Affecting The Result #

When multiple promotions qualify, priority can influence which promotion is evaluated first.

Example:

Promotion A

Priority = 10

Promotion B

Priority = 100

Result:

The higher-priority promotion may be evaluated first.

Solution:

Review promotion priorities across active campaigns.

Cause 6: Quantity Requirements Have Not Been Met #

Bulk Discounts and BOGO promotions often require specific quantities.

Example:

Promotion:

Buy 5+

Get 20% Off

Customer Quantity:

3

Result:

The discount does not activate.

Instead, a lower tier or different promotion may apply.

Solution:

Verify the quantity requirements.

Cause 7: Eligibility Rules Are Failing #

The promotion may not be fully qualifying.

Example:

Condition:

Cart Subtotal greater than $100

Current Cart:

$75

Result:

The expected discount does not apply.

Solution:

Review all configured Eligibility Rules.

Cause 8: Sale Products Are Being Excluded #

Some promotions exclude WooCommerce sale products.

Example:

Promotion:

20% Off Hoodies

Exclude Sale Items:

Enabled

Product:

Already on sale

Result:

The promotion does not apply.

Solution:

Review the Exclude Sale Items setting.

Cause 9: Bulk Discount Tier Is Different Than Expected #

Bulk Discounts are based on quantity tiers.

Example:

Tier 1

Buy 2+

10% Off

Tier 2

Buy 5+

20% Off

Customer Quantity:

4

Result:

10% Off applies.

20% Off does not.

Solution:

Verify the quantity tier that has been reached.

Cause 10: BOGO Promotion Is Affecting Pricing #

BOGO promotions may provide value through free products rather than price reductions.

Example:

Promotion:

Buy 2 Get 1 Free

Result:

The discount may appear smaller because the reward is provided as a free item.

Solution:

Review the promotion structure and reward configuration.

Common Scenarios #

Discount Is Lower Than Expected #

Check:

• Price Source
• Promotion Strategy
• Quantity Tiers
• Sale Prices

Discount Is Higher Than Expected #

Check:

• Stack All settings
• Multiple active promotions
• Cart discounts

Product Discount Is Correct But Cart Total Looks Wrong #

Check:

• Cart Discount Strategy
• Additional cart promotions
• Free shipping promotions

Some Customers Receive Different Discounts #

Check:

• Customer Conditions
• Purchase History Conditions
• Eligibility Rules

Example Troubleshooting Process #

A customer expects a 20% discount.

Actual discount:

10%

Review:

✓ Promotion Active

✓ Product Matches Target

✓ Eligibility Rules Pass

Found:

Another promotion with higher priority is applying.

Result:

The displayed discount is correct based on the active configuration.

Best Practices #

Test Promotions Before Launch #

Always verify discounts using realistic carts and customer scenarios.

Review Global Settings #

Many unexpected discounts are caused by store-wide configuration settings.

Keep Promotion Structures Simple #

Simple promotion structures are easier to understand and troubleshoot.

Monitor Overlapping Campaigns #

Multiple active promotions can create unexpected outcomes.

Common Mistakes #

Forgetting About Price Source #

Regular Price and Sale Price calculations produce different results.

Ignoring Promotion Stacking #

Multiple promotions may interact differently than expected.

Not Reviewing Promotion Priority #

Priority can influence which promotions are applied.

Assuming A Promotion Is Broken #

In most cases, the discount is being calculated correctly based on the current configuration.

Troubleshooting #

If the discount is different than expected:

Check:

• Price Source
• Product Discount Strategy
• Cart Discount Strategy
• Promotion Priority
• Quantity Requirements
• Eligibility Rules
• Sale Prices

These settings account for the vast majority of discount calculation questions.