Use this article as a Dispensary Manager or Inventory Manager to troubleshoot why discounts and specials created in Dutchie E-Commerce are not appearing for customers on the storefront.
What is the issue?
Customers are unable to see active discounts, specials, and offers when browsing the online menu. This prevents qualifying products from displaying the correct promotional pricing or badges on the E-Commerce storefront.
What’s causing the issue?
The most common cause is that the display settings for the specific discount are not enabled for the E-Commerce channel. It can also occur if the discount is outside of its valid date range or if Discount Sync is not enabled.
How do I solve the issue?
Before starting, ensure the discount has been created and is currently within its active start and end dates.
- In the Backoffice, go to Marketing > Discounts and verify the discount's Status is Active.
- Upcoming means the discount's start date is in the future
- Expired means the discount's end date is in the past, or, for code discounts, the redemption limit has been reached.
- Change start and end dates by selecting the discount and going to the Details section. Uncheck the Specify end date box if you want your discount to be active indefinitely.
- In the Configure section, note that only Automatic discounts appear online. Manual discounts must be applied at the Register. Code and loyalty discounts can be entered/selected by the customer when they check out online or by an employee at the Register, but are not promoted online.
- In the Details section:
- Confirm the Who is eligible settings to ensure it includes the correct customer types, groups, and segments, and that the customer in question meets those requirements.
- Also, note that if there is a limit per customer or the discount is for first time customers only, the discount will not appear online.
- Confirm the Where will it be offered settings to ensure the discount is available at the correct locations, is Available online, and is valid for the correct order sources and order types.
- Review the Requirements section to confirm the product filters — such as Category, Brand, Vendor, Strain, Weight, Product Tag, Inventory Tag, Pricing Tier, or Specific Products — are correct and the intended products are included under Eligible products. If the discount is not applying to a product that should be eligible, look up the product in your Catalog and make sure its attributes, such as Category, Brand, Tags, etc., are correctly entered.
- In the Rewards section, check the Allow stacking setting; if the discount is not stackable, this means it won't apply if another applied discount provides the customer a better deal.
Alternate possible causes
- Discount Sync not enabled: In Dutchie E-Commerce Admin, go to Settings > Integrations > Dutchie POS. Check the Settings tab to make sure Discount Sync is toggled on.
- "Available Online" set to "No" in POS: Each individual discount in POS must have this set to "Yes" under Options.
- Split integration failure (med/rec): If the dispensary has a split med + rec integration, both sides must be healthy. A broken side blocks sync for both.
- Stale/expired API key on the integration card: If the API key linking POS to Ecomm is invalid, the entire integration breaks.
- Discount type not supported by sync: Not all discounts sync to Dutchie E-Commerce. Learn more.
- Discount created in Dutchie E-Commerce, not POS: Discount Sync is POS-to-E-Commerce only.
- MA/NY compliance setting hiding discount display: Dispensaries in MA or NY may have "Hide all discount promotions on menu" enabled for compliance. This removes all discount notation (banners, strikethroughs, Specials page).
- Product not visible in the online catalog: If the product itself isn't synced or visible in Dutchie E-Commerce, the discount won't display.
- "Allow Automatic Discounts" set to No on the product: This POS Catalog field can prevent a discount from applying in the cart even if it shows on the menu.
Commonly asked questions
- Why aren't my discounts showing up on the online menu?
- Why can't customers see my specials on the E-Commerce storefront?
- Why isn't the promotional pricing displaying on my products online?
- Why are discount badges not appearing on my online store?
- How do I make a discount run indefinitely without an end date?
- Where do I check if my discount is currently active?
- Why doesn't my manual discount appear on the online menu?
- Which discount types show up on the E-Commerce storefront?
- Do code discounts or loyalty discounts display on the online menu?
- What's the difference between automatic, manual, code, and loyalty discounts for online display?
- Why is my discount not applying to a specific customer?
- Why does my "first-time customer" discount not appear online?
- Why does my "limit per customer" discount not show online?
- How do I make sure my discount is available for online orders?
- How do I confirm my discount is set up for the right locations and order types?
- Why isn't my discount applying to a product that should be eligible?
- How do I check which products are eligible for my discount?
- Could incorrect product attributes (category, brand, tags) prevent a discount from applying?