> For the complete documentation index, see [llms.txt](https://responsive-media.gitbook.io/advanced-free-shipping/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://responsive-media.gitbook.io/advanced-free-shipping/troubleshooting/common-issues.md).

# Common Issues

{% hint style="warning" %}
**THE TWO MOST COMMON ISSUES:** 99% of problems are caused by (1) discount combination settings or (2) shipping method targeting mismatches. Check these FIRST.
{% endhint %}

***

## 🚨 TOP ISSUE #1: Discount Combination Settings

**Problem**: You're using other Shopify discounts (product discounts, order discounts, etc.) and EITHER your shipping discount OR the other discount isn't set up to combine.

### Why This Happens

Both discounts must allow combining with each other:

* Your **shipping discount** must allow combining with product/order discounts
* The **other discount** must allow combining with shipping discounts

If EITHER side blocks combining, NO discounts will apply (or only one will).

### How to Fix

**Step 1: Check Your Shipping Discount**

1. Go to your shipping discount in Advanced Free Shipping
2. Scroll to "Combinations" section
3. Make sure "Product discounts" and/or "Order discounts" is CHECKED
4. Save

**Step 2: Check Your Other Discounts**

1. Go to Shopify Admin > Discounts
2. Open your product/order discount
3. Scroll to "Combinations" section
4. Make sure "Shipping discounts" is CHECKED
5. Save

{% hint style="danger" %}
**CRITICAL:** Both sides must be configured to combine. If your shipping discount allows combining but your product discount doesn't (or vice versa), it won't work.
{% endhint %}

### How to Test

1. Add products that qualify for your product discount
2. Add items to reach your shipping discount threshold
3. Go to checkout
4. You should see BOTH discounts applied

**If only one applies:** Check BOTH discounts' combination settings again.

***

## 🚨 TOP ISSUE #2: Shipping Method Targeting Mismatch

**Problem**: You targeted specific shipping rates (e.g., "Standard Shipping"), but checkout is showing different methods for particular customer addresses.

### Why This Happens

Your Shopify shipping settings show different methods based on:

* Customer's location (different zones = different methods)
* Cart weight/value (conditional rates)
* Product shipping classes
* International vs domestic

**Your discount targets "Standard Shipping" but that method isn't available for this specific checkout.**

### How to Fix

**Option 1: Target "All Shipping Rates" Instead**

If you want the discount to apply regardless of which methods are shown:

1. Edit your discount
2. Change target from "Specific rates" to "All shipping rates"
3. Save

**Option 2: Add All Method Variations**

If different shipping zones show different method names:

1. Go to Shopify Settings > Shipping and delivery
2. Check method names in EACH shipping zone
3. Add ALL variations to your discount's specific rates list

**Example:**

* US zone shows: "Standard Shipping"
* CA zone shows: "Standard Delivery"
* UK zone shows: "Royal Mail 2nd Class"

You need to add ALL THREE to your discount's rate list.

**Option 3: Use "Contains" Matching**

Instead of exact names, use partial matching:

1. Edit your discount
2. Use "Standard" instead of "Standard Shipping"
3. This matches "Standard Shipping", "Standard Delivery", etc.

{% hint style="info" %}
**Pro Tip:** Use Shopify's shipping preview to see which methods appear for different addresses BEFORE configuring your discount.
{% endhint %}

***

## Discount Not Appearing at Checkout

### 1. Test Mode is Enabled

**Problem**: Discount works in test orders but not for real customers.

**Solution**:

1. Edit the discount
2. Turn Test Mode OFF
3. Save

{% hint style="info" %}
Test Mode discounts only work for test orders and development stores.
{% endhint %}

### 2. Conditions Not Met

**Problem**: Customer's cart doesn't meet the conditions.

**Check**:

* Cart value is at or above threshold
* Customer is in the correct location
* Required products are in cart
* Customer has necessary tags (if applicable)

**Solution**: Review each condition and verify the customer's cart meets ALL of them.

### 3. Discount is Scheduled

**Problem**: Discount has a future start date or past end date.

**Solution**:

1. Check the discount's Active dates
2. Verify start date is in the past
3. Verify end date is in the future (or blank)
4. Check your store's timezone

### 4. Usage Limit Reached

**Problem**: Discount has hit its usage limit.

**Solution**:

1. Check the discount's usage count on dashboard
2. Increase or remove the usage limit
3. Or create a new discount

### 5. Wrong Shipping Address

**Problem**: Customer's address doesn't match location conditions.

**Solution**: Verify the customer entered a complete, valid shipping address that matches your conditions (country, state, postcode).

***

## Discount Applying to Wrong Orders

### 1. Conditions Too Broad

**Problem**: More customers qualify than intended.

**Solution**:

* Review your conditions
* Add additional conditions to narrow eligibility
* Use AND logic (multiple conditions in one rule group)

**Example**: If "Cart ≥ $50" is too broad, add "AND Country is US".

### 2. Multiple Scenarios

**Problem**: OR logic is too permissive.

**Solution**:

* Review each rule group
* Customers qualify if ANY rule group is met
* Remove or tighten rule groups that are too broad

### 3. Test Mode Off Too Early

**Problem**: Went live before thorough testing.

**Solution**:

1. Turn Test Mode back ON
2. Test thoroughly
3. Fix any issues
4. Turn Test Mode OFF when ready

***

## Wrong Discount Amount

### 1. Multiple Shipping Discounts

**Problem**: Customer qualifies for multiple shipping discounts.

**Solution**: Shopify only applies ONE shipping discount - the best one for the customer. This is expected behavior.

{% hint style="info" %}
If you see a different discount than expected, the other discount gives better savings. To force a specific discount, adjust the other discount's conditions or priority.
{% endhint %}

### 2. Wrong Discount Type

**Problem**: Set percentage instead of fixed, or vice versa.

**Solution**:

1. Edit the discount
2. Check the discount type (Free, Percentage, Fixed Amount, Fixed Price)
3. Verify the value is correct
4. Save

### 3. Currency Issues

**Problem**: Discount value doesn't match expected amount.

**Solution**: Verify you're using the correct currency for your store's primary market.

***

## Customers Can't See Discount

### 1. Discount is Automatic

**Problem**: Customers expect to enter a code.

**Solution**: Automatic discounts apply automatically - no code needed. Communicate this clearly to customers.

### 2. Shipping Not Calculated Yet

**Problem**: Customer hasn't entered shipping address.

**Solution**: Customers must enter a complete shipping address before shipping rates (and discounts) appear.

### 3. No Shipping Methods Available

**Problem**: No shipping rates available for customer's location.

**Solution**:

1. Check Shopify Settings > Shipping
2. Verify you ship to the customer's location
3. Ensure shipping rates are configured for that zone

***

## Discount Works Sometimes, Not Always

### 1. Guest vs Logged-In

**Problem**: Discount uses customer tags or order count.

**Solution**:

* Customer tags only work for logged-in customers
* Order count works for guests (tracked by email)
* Consider using conditions that work for both

### 2. Product Availability

**Problem**: Discount requires specific products that are sometimes out of stock.

**Solution**: Verify required products are in stock and available.

### 3. Cart Value Fluctuations

**Problem**: Cart value condition uses Cart Total (includes discounts/taxes).

**Solution**: Consider using Cart Subtotal instead if product discounts are causing issues.

***

## Quick Diagnostic Checklist

When a discount isn't working, check these in order:

1. **Combination Settings** 🚨 MOST COMMON

   Are BOTH your shipping discount AND other discounts configured to combine? Check both sides.
2. **Shipping Method Targeting** 🚨 MOST COMMON

   Are the shipping methods you targeted actually showing at checkout for this address?
3. **Test Mode**

   Is Test Mode ON? Turn it OFF for real customers.
4. **Active Dates**

   Check start/end dates. Is discount currently active?
5. **Usage Limits**

   Has the discount hit its usage limit?
6. **Conditions**

   Does the customer's cart meet ALL conditions?
7. **Shipping Address**

   Has the customer entered a complete shipping address?
8. **Shipping Rates**

   Are shipping rates available for the customer's location?

***

## Still Having Issues?

* [**Testing Guide**](/advanced-free-shipping/troubleshooting/testing-guide.md) - Comprehensive testing checklist
* [**Error Messages**](/advanced-free-shipping/troubleshooting/error-messages.md) - Understand error messages
* [**Contact Support**](mailto:help@responsivemedia.com.au) - We're here to help
* [**FAQ**](/advanced-free-shipping/support/faq.md) - Common questions answered


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