Troubleshooting Guide
Is the Tiered Discount Calculated Per Product or Across Multiple Products?
1) Short Explanation
Tiered Discounts can be calculated in two different ways, depending on how your campaign is configured:
Per Product (Individual Items)
Across Multiple Products (Entire Cart logic)
If the discount is not applying as you expect, it is usually because the campaign logic does not match how you are testing it.
This guide explains how to identify which logic is active and how to verify it.
2) Quick Check
Before troubleshooting further, confirm:
The campaign is set to Individual Items or Entire Cart
The quantity added to cart matches the selected logic
All products in the cart are eligible for the campaign
The campaign is Active
No other campaign is overriding the discount
If your test scenario does not match the campaign logic, the tier may not apply as expected.
3) Understanding the Two Calculation Methods
Individual Items (Per Product Logic)
The tier threshold must be met for each specific product individually.
Example:
Tier setup:
3 items → 10% off
6 items → 20% off
If the customer adds:
2 units of Product A
2 units of Product B
The discount will NOT trigger because neither product individually reached 3 units.
Best used for:
SKU-specific promotions
Inventory clearance
Product-level volume strategies
Entire Cart (Across Eligible Products)
The tier threshold is calculated based on the total quantity of eligible products combined.
Example:
Tier setup:
3 items → 10% off
If the customer adds:
2 units of Product A
1 unit of Product B
Total = 3 eligible items
Tier applies.
Best used for:
Category-wide promotions
Mix-and-match offers
Increasing total basket size
4) Step-by-Step Troubleshooting
Step 1 — Check Campaign Logic Setting
Open the campaign.
Locate the setting for Entire Cart vs Individual Items.
Confirm which logic is selected.
Make sure your test scenario matches this configuration.
Step 2 — Verify Product Eligibility
If using Entire Cart logic:
All products must be part of the campaign selection.
Excluded products do not count toward quantity.
If using Individual Items logic:
The same product must reach the required quantity.
Step 3 — Test in Cart (Source of Truth)
Tier calculations are finalized in the Cart.
Add products to cart.
Review applied discount.
Confirm total eligible quantity.
Test in an Incognito window to avoid cache issues.
Do not rely only on the product page preview.
Step 4 — Check for Conflicting Campaigns
If another campaign:
Targets the same products
Uses automatic discount logic
It may override the tiered discount calculation.
Resolve overlaps before testing again.
5) Common Scenarios
Scenario A — I Added 2 Different Products but Tier Didn’t Apply
Likely cause:
Campaign is set to Individual Items, not Entire Cart.
Scenario B — I Added Enough Quantity but Discount Still Low
Possible reasons:
Some items are excluded
Not all items qualify
Another discount is overriding
Scenario C — Product Page Shows Tier but Cart Applies Different Logic
Cart calculation always overrides preview.
Check:
Eligibility
Conflict
Campaign logic
6) Best Practice for Merchants
Before launching:
✔ Decide whether you want SKU-level or basket-level strategy
✔ Test both scenarios manually
✔ Confirm widget messaging matches the logic
✔ Avoid overlapping automatic discounts
Clear strategy prevents customer confusion.
7) When to Contact Support
Contact support if:
Campaign logic is correctly configured
Quantity conditions are clearly met
No conflicts exist
Cart still applies incorrect tier
Please provide:
Campaign name
Logic setting (Individual or Entire Cart)
Product URLs
Screenshot of cart showing quantities
Store URL
Summary
Tiered Discounts can be calculated:
✔ Per Product (Individual Items)
✔ Across Eligible Products (Entire Cart)
If the tier is not applying as expected, the issue is usually a mismatch between campaign logic and test scenario — not a system error.