[intro] Before you begin this guide, you should have installed the Discount Management feature and set up at least one Discount in order to test it out. [/intro]

Before you advertise the offers that you have set up on your EKM online shop, it’s important to test them to check that they trigger correctly. To do this, you will need to use an incognito/in-private browser tab. This is because your browser will already have your details stored in it, so you will be unable to replicate the customer’s experience, especially when the browser remembers any previous cart sessions that you’ve created on your EKM online shop.

To accurately test a Discount, you must use an incognito/in-private browser tab so that no existing information is stored for you and you will see exactly what a customer would see when they complete the same actions. 

To open an incognito/in-private browser tab depends on what browser you are using:

Internet Explorer

Right-click the icon as it appears on your Windows Taskbar and select Start In Private Browsing:

You’ll then open the In Private Browser which looks like this:


Right-click the icon as it appears on your Windows Taskbar and select New Private Window:

Your Private Window will look like this:

Google Chrome

Right-click the icon as it appears on your Windows Taskbar and select New Incognito Window:

Your Incognito browsing window will look like this:


Right-click the icon as it appears on your Windows Taskbar and select New InPrivate Window:

Your InPrivate Window will look like this:


Click File, and then from the drop-down menu, select New Private Window:

Your Private Browser Window will look like this:

When you have opened an Incognito/In-Private browser tab, visit your EKM online shop via the domain name as a customer would, and place the items in the basket to trigger your discount. If all is set up correctly, your Discount should trigger and you’ll be assured that everything works correctly.

Discount Management - Troubleshooting

Where does my customer put the Coupon Code?

If you have set up a Discount that is triggered by a Coupon Code but there’s no field on the Cart page for the Coupon Code to be added, you need to click the Settings tab:

Then you need to click Cart:

On the Cart page, tick the box for Promo Codes and then click the green Save button on the bottom right:

When you return to the Cart Page, you will have a field to enter your Coupon Code into: 

My Coupon Code does not work

The most common reason for this issue is that the Coupon code has not been created. Return to the Discount Management feature and click Edit on the Discount where the code is not triggering.

Click through the different pages of the Discount until your reach the Coupon Discount Trigger page, which looks like this:

For a Coupon Code to trigger, it must have the checkbox to the left of it ticked and under the Number of Coupons header, it must have a number - if there’s a zero it means there’s no Coupon Code and this is why your Coupon Code is not triggering. Click here to return to the Coupon Code guide.

My Discount is not triggering

If your Discount does not require a Coupon Code but is still not triggering, return to the Discount Management feature and check the Priority of the Discount is not clashing with another Discount.

If this does not resolve the issue, click to edit your Discount. As you click through each page in the setup flow, ensure that the dates for the Discount are correct and it’s not set in the past or the future, which would prevent the Discount Triggering - this is the most common reason.

There are, however, lots of other reasons that your Discount may not be triggering too - the best course of action would be to go through the relevant support guide as you check the settings of your Discount - very often an unticked box on one of the pages of the flow is enough to prevent the Discount triggering when it should.



[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question ask the EKM Team, join us in EKM Community.  [/contact]