Troubleshooting: Promotional discount does not apply to catalog entry "Y"

When a customer qualifies for a promotion that is based on the promotion type "Buy catalog entries from category X, get a percentage off catalog entry Y," the percentage discount does not apply to catalog entry Y.

Problem

There is a limitation with the promotion type "Buy catalog entries from category X, get a percentage off catalog entry Y" for the following scenario:
  1. Catalog entry Y belongs to category X or any subcategory of X.
  2. The customer has more than one catalog entry Y in the shopping cart.
  3. The customer expects to use at least one catalog entry Y to qualify for the promotion. This catalog entry is needed because it is also a "catalog entry from category X" according to the promotion description.

In this scenario, the promotion is not applied to catalog entry Y. The customer expects the discount but does not receive one.

Example:

Buy any item from the Furniture category and get a Black Swing-Arm Lamp at 50% off

In this example, catalog entry Y (Black Swing-Arm Lamp) belongs to category X (Furniture). In the following table, row 2 illustrates the limitation when a customer checks out:
Contents of customer's shopping cart Result when customer checks out
1
  • A chair
  • One Black Swing-Arm Lamp
 The customer gets 50% off the Black Swing-Arm Lamp.

In this example, the promotion applies correctly because the customer qualifies for the promotion with the chair and purchases only one catalog entry Y.
2
  • Two Black Swing-Arm Lamps
 The customer does not get any discount on either Black Swing-Arm Lamp.

In this example, the promotion does not apply, because the customer purchases two of catalog entry Y. The customer is expecting to use one catalog entry Y to qualify for the promotion. The customer should get the discount on one of the lamps according to the promotion description, but due to a limitation of the promotion software, the promotion does not apply.

Solution

To prevent customers from experiencing confusion on the storefront, you have two options:
  • Avoid creating promotions in which catalog entry Y belongs to category X or any subcategory of X.
  • Create another promotion that uses the Buy catalog entry X, get additional X at a percentage off promotion. The purpose of this new promotion is to handle shopping carts that are affected by the limitation. This promotion ensures that the customer still gets the discount. For example, if your promotion is Buy any item from the Furniture category and get a Black Swing-Arm Lamp at 50% off, then create this additional promotion: Buy one Black Swing-Arm Lamp, get one additional Black Swing-Arm Lamp at 50% off. Set this additional promotion with a higher priority than the Buy any item from the Furniture category and get a Black Swing-Arm Lamp at 50% off promotion.