Discount not appearing at the register in Dutchie POS

Symptoms

• A discount does not appear in the discount list when processing a transaction
• Staff cannot apply the discount even when the customer qualifies
• Most commonly reported for customer group discounts such as veterans, first responders, and military

Cause

This issue most commonly occurs when the discount's Eligibility, Customer Groups, or Applicable Items settings do not match the transaction context. For example:

• The discount is scoped to a customer group that has not been assigned to the customer's profile
• The discount is limited to specific product categories that are not present in the current cart

Solution

Before you begin: Confirm you have admin access to Dutchie Back Office and the correct permissions. You will also need to know which customer group or conditions the discount is intended for.

1. Log in to Dutchie Back Office.
2. Navigate to Marketing > Discounts and open the discount that is not appearing at the register.
3. Review the Customer Groups field. If the discount is intended for a specific group (such as veterans), confirm that the group exists and is selected.
4. Navigate to Customers, and open the customer's profile.
5. Confirm the customer has been assigned to the correct Customer Group (for example, "Veterans"); customer groups are managed under Customers > Customer Groups.
6. Return to the discount record and review the Eligible Items or Applicable Categories fields. Confirm that the products in the transaction match the discount's eligible items.
7. Verify the discount is marked as Active and that any date range restrictions have not expired.
8. Save any changes and return to the Dutchie POS register.
9. Add the eligible customer and eligible items to a new transaction, then open the discount list to confirm the discount now appears.

Frequently asked questions

The discount is set up exactly like another discount that works: why is this one not appearing? Even small differences in Customer Groups assignment or Eligible Items selection can prevent a discount from appearing. Compare every field in both discount records side by side in Dutchie Backoffice Admin > Marketing > Discounts.

The customer is a veteran but the veterans discount is not showing: what should I check first? Verify that the customer's profile in Back Office > Customers has the correct Customer Group assigned. If the group is not attached to the profile, the discount will not surface at the register.

Can a manager override apply the discount if it is not appearing in the list? A manual manager discount can be applied as a workaround, but the underlying configuration issue should still be resolved so the correct discount applies automatically going forward.