Introduction #
If your promotion is not applying as expected, don’t worry.
In most cases, the issue is caused by one of the following:
- Promotion is not active
- Schedule dates are preventing activation
- Target Selection does not match
- Eligibility Rules are not passing
- Usage limits have been reached
- A Pro feature is being used without Ezhance Pro
- Promotion priority or discount strategy is affecting the result
This guide walks through the most common causes and helps you identify the problem quickly.
How Ezhance Evaluates Promotions #
Ezhance evaluates promotions using the following workflow:
Promotion Status
↓
Schedule & Limits
↓
Target Selection
↓
Eligibility Rules
↓
Promotion Action
↓
Display ComponentsIf any step fails, the promotion will not apply.
Quick Example #
In this example:
Promotion Type: Simple Discount
Discount: 20%
Target: Hoodies Category
Eligibility Rule: Cart Subtotal > $100
Cart Contents:
- Hoodie ($50)
- T-Shirt ($20)
Result:
The promotion does not apply because the cart subtotal is only $70.
The Target Selection matches, but the Eligibility Rule fails.
Step 1: Verify the Promotion Is Active #
Inactive promotions are ignored.
Navigate to:
Ezhance → Promotions
Verify that the promotion status is set to Active.
Common Issue:
The promotion was saved as Draft.
Solution:
Change the status to Active and save the promotion.
Step 2: Check Schedule Dates #
Promotions can have optional start and end dates.
If the current date falls outside the configured schedule, the promotion will not apply.
Verify:
- Start Date
- End Date
Common Issue:
The promotion start date is in the future.
Solution:
Adjust the schedule or wait until the promotion becomes active.
Step 3: Check Usage Limits #
Promotions can stop applying after reaching their usage limit.
Verify:
- Maximum Usage Count
- Current Usage Count
Example:
Maximum Usage Count: 10
Current Usage Count: 10
Result:
The promotion has reached its usage limit and will no longer apply.
Step 4: Verify Target Selection #
Target Selection determines WHAT receives the promotion.
Ask yourself:
Does the product actually match the configured targets?
Examples:
Target:
Specific Products → Premium Hoodie
Customer Product:
Basic Hoodie
Result:
Promotion does not apply.
Solution:
Verify that the intended products match all configured target rules.
Step 5: Verify Eligibility Rules #
Eligibility Rules determine WHO qualifies for the promotion.
Examples:
Cart Subtotal > $100
Current Cart Total = $75
Result:
Promotion does not apply.
Customer Role = VIP
Current Customer Role = Customer
Result:
Promotion does not apply.
Solution:
Review every configured condition and ensure all requirements are satisfied.
Step 6: Check Include and Exclude Rules #
Exclusion rules always override inclusion rules.
Example:
Include:
Category = Hoodies
Exclude:
Premium Hoodie
Result:
Premium Hoodie will never receive the promotion.
Solution:
Review exclusion rules carefully and confirm that important products are not excluded.
Step 7: Verify Free vs Pro Features #
Some features require Ezhance Pro.
Examples:
- Cart Discount
- Buy X Get X
- Buy X Get Y
- Order Coupon
- Product Categories
- Product Tags
- Product Attributes
- Customer Conditions
- Purchase History Conditions
- Countdown Timer
Common Issue:
A Pro feature is configured while Ezhance Pro is not active.
Solution:
Install and activate Ezhance Pro.
Step 8: Check Promotion Priority #
Multiple promotions may match the same product or cart.
Ezhance uses priority and discount strategy settings to determine which promotions are applied.
Solution:
Review:
- Promotion Priority
- Product Discount Strategy
- Cart Discount Strategy
Step 9: Verify Sale Item Exclusions #
Products already on sale can be excluded from promotions.
Example:
Exclude Sale Items = Enabled
Product has WooCommerce sale price = Yes
Result:
Promotion does not apply.
Solution:
Remove the exclusion or disable the WooCommerce sale price.
Step 10: Check BOGO Requirements #
BOGO promotions require enough qualifying products.
Example:
Buy 2 Get 1 Free
Customer Quantity = 1
Result:
Reward is not earned
Solution:
Verify that the required quantity has been added to the cart.
Step 11: Check Cart Discount Conditions #
Cart Discounts do not use Target Selection.
They only evaluate Eligibility Rules.
Solution:
Verify all configured cart conditions are satisfied.
Step 12: Check Order Coupon Requirements #
Order Coupons are generated only after a qualifying order is completed.
Common Issue:
Testing on the product page or cart page.
Solution:
Complete a qualifying order and verify that all conditions pass.
Troubleshooting Checklist #
Before contacting support, verify:
✓ Promotion is Active
✓ Schedule dates are valid
✓ Usage limits have not been reached
✓ Product matches Target Selection
✓ Eligibility Rules pass
✓ Exclusion rules are not blocking the promotion
✓ Ezhance Pro is installed if required
✓ Promotion priority is correct
✓ BOGO quantity requirements are satisfied
✓ Cart Discount conditions are satisfied
✓ Order Coupon conditions are satisfied
Common Use Cases #
- Product Discount Not Applying
- BOGO Offer Not Appearing
- Cart Discount Not Applying
- Order Coupon Not Generated
Best Practices #
- Test promotions with simple conditions first
- Add one condition at a time
- Verify Target Selection before checking conditions
- Review exclusions carefully
- Test promotions using a customer account that matches all requirements
Common Mistakes #
- Leaving promotions in Draft status
- Using future start dates unintentionally
- Forgetting exclusion rules
- Confusing Target Selection with Eligibility Rules
- Testing Pro features without Ezhance Pro
- Assuming Cart Discounts use Target Selection
