What is the issue?

When Dutchie POS discounts do not sync, online customers may not receive the same promotions offered in-store, or they may be unable to use promo codes during checkout. This creates a disconnected experience between in-store and online channels.

What’s causing the issue?

Sync failures may occur if the discount sync integration has not been enabled, or if there is a temporary interruption in the Dutchie POS-to-Dutchie E-commerce integration.

How do I solve the issue?

1. First, In Dutchie E-Commerce Admin, go to Settings > Integrations > Dutchie Point of Sale > Settings tab and verify that the Discount Sync toggle is enabled. If it's not visible, you will need to reach out to the Dutchie Support Team.
2. If you continue to experience issues with a discount syncing, navigate to Dutchie Backoffice > Marketing > Discounts in Dutchie POS.
3. Find the discount you are looking for in the the list of available discounts. Confirm the discount is Active and within its valid Date Range.
4. Verify that the product eligibility rules reference items that are currently visible in your Online Catalog.
5. Verify that the discount does not include any configuration options that will prevent the discount from appearing on your Dutchie E-Commerce storefront:
   • Application methods other than Automatic: 
     • Manual — These must be applied by an employee at the Register and do not sync.
     • Code — These sync and can be redeemed online at checkout, but they will not appear as a promoted special on the storefront.
     • Loyalty discounts (Dutchie loyalty, Alpine IQ or Springbig) — These may be selected by the customer upon checkout, but are not promoted on your storefront or menu.
   • Available Online set to No — The discount must be set to available online in order to sync.
   • Price to cost plus percent — This discount method is not supported by Discount Sync.
   • Include Non-Cannabis Items set to No
   • Limit per customer and First time customer only — These only appear for logged-in customers.
   • Pricing Tier restrictions
6. Wait a few minutes for the sync to process.

Additional possible causes

• Discount was created in E-commerce, not Dutchie POS — Discount Sync is one-directional (Dutchie POS > Dutchie E-Commerce). If a discount was created directly in Dutchie E-Commerce, it won't be affected by the sync toggle.
• Split integration failure (med/rec): If the dispensary has a split integration (med + rec), both sides must be properly configured. Discount Sync runs med and rec together, so if one side fails (e.g., invalid API key, missing POS instance), it can block the sync for both sides. 
• "Allow Automatic Discounts" set to No on the product: If a product has this Dutchie POS Catalog field set to "No," the discount will show on the E-commerce menu but it won't apply to the cart.

Commonly asked questions

• I made a discount in Dutchie POS, so why isn't it on my website yet?
• Do I have to make the same discount twice for it to work online?
• Will my promo codes from the shop work for online orders too?
• How long does it take for a new discount to show up for customers?

Additional reading

• Sync discounts from Dutchie POS to Dutchie E-Commerce
• Create and manage discounts with Dutchie Discount Wizard