My promo rule is not working — what should I check?

My promo rule is not working — what should I check?

If your promotion rule is not applying as expected, please review the following checklist to identify possible causes.

1. Check for conflicts with other discount rules or apps

Promotion rules created with our app don’t combine with Shopify’s default discounts (found in Shopify admin under Marketing -> Discounts) or discounts created by other apps. If multiple rules apply to the same cart, for example, one from our app and one default Shopify discount, the Shopify or third-party discount will take priority.

Make sure no other discount rules are active that may conflict with your promotion.

2. Check campaign compatibility

SaleBoost promotions can only be combined with other SaleBoost promotions. If you have created two promotions that are not working together, make sure that discount combinations are enabled in the campaign settings:


3. Verify rule priority

Each promo rule has a priority value that determines the order in which rules are applied.

When multiple product-level discounts could apply to the same item, only the rule with the higher priority (lower numeric value) will be applied. Check that your rule’s priority is set correctly so it can trigger as intended


Also, pay attention that if two rules created in SaleBoost have the same priority, the one created earlier will be applied first.

4. Check the order in which discounts are applied

Shopify applies discounts in a set order: product-level discounts first, then order-level discounts, and finally shipping discounts.

This is important if lower-priority discounts depend on the cart total. The cart total is calculated after higher-priority discounts are applied, which can change whether the rule is triggered.

Example: if a free shipping rule requires a $100 cart and the items total $95, adding a free gift worth $5 will not activate free shipping.




Make sure to check this order, so your promo rules work as expected.

5. Check that identical products are added

(Check this point if the Free gift with purchase: item or amount campaign is not working)

The free gift is added only when identical products are purchased. Combinations of different products from the same collection are not supported.

Example: If you buy products X and Y from the same collection, the gift will not be added. If you buy 2 of X (or 2 of Y), the gift will be applied successfully.




6. Check that identical products are in the cart
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(Check this point if the Free shipping goal: item or amount campaign is not working)
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Free shipping is applied only when identical products are purchased. Combinations of different products
from the same collection are not supported.
​
Example: If you buy products X and Y from the same collection, free shipping will not apply.
If you buy 2 of X (or 2 of Y), free shipping will be applied successfully.

7. Check that only one shipping discount is applied

(Check this point if the Free shipping goal: item or amount campaign is not working)

Two shipping discounts cannot be applied to the same cart. Make sure no other shipping rules are active that could conflict with your promotion.

In case you've reviewed the points above and are still encountering issues, please contact our support team, and we’ll assist you with further troubleshooting.