Troubleshooting with Bold Discounts V1

Overview

While using Bold Discounts V1, you may come across some issues with products not being discounted correctly on the storefront, sales icons not display, sales clock not displaying and perhaps some other various issues. 

While some of these issues can be corrected through an in-app setting, other issues might be related to some missing liquid code from your theme. 

In this help article, we are going to go over some common issues that you may come across with Discounts and what steps can be taken to resolve each issue. 

Please select an issue below for steps on how to resolve the issue:

Discounts works at the product level, applying the discount to all variants of a product.

It can be confusing to your customers to see a product is on sale when it's only a variant. To apply a discount to a variant only, you can change the price or create it as its own product.

The steps to complete each of these tasks can be found on the Shopify site if you are not sure how:

The version for Bold Discounts can be switched to Bold Discounts PRE which allows you to only discount certain variants of products. Please visit Bold Discounts V1 & PRE Comparison for more information on each version and how to switch versions.

When a discount is activated in Discounts, the original price field moves to the compare at price field if there is not a price set in the compare at price. 

If you aren't seeing a "compare at price" when running a discount, follow these steps to fix the problem:

  1. From Shopify's admin, select Products.
  2. Select a discounted product.
  3. Under "Pricing", ensure there is a Compare at price. If not, enter one.
  4. Select Save.
  5. Select Online Store.
  6. Select Actions.
  7. Select Edit code.
  8. Under "Templates", select product.liquid.

    Note: If your theme contains sections you may find this code within product-template.liquid under "Sections" instead.

  9. Ensure there is code containing:

    compare_at_price

    Note: If this code doesn't exist you can add it. The legend below will help you build the code.

    Compare at price code

  10. Select Save.


Compare at Price Legend

The code may look something like this or you may have to add it yourself:

<h2 id="price"><span>{{ product.price | money }}</span>{% if product.compare_at_price_max > product.price %} <del>{{ product.compare_at_price_max | money }}</del>{% endif %}</h2>

Here is the breakdown of the elements:

{{ product.price | money}}

This shows the regular selling price of the product:

{% if product.compare_at_price_max | money > product.price %}

Logic statement that will run the next lines of code if the highest (max) compare at price is higher than the product price. The {% endif %} closes the logic statement:

<del> ... </del>

The content between these tags will be stroked out:

{{ product.compare_at_price_max }}

The highest compare at price. This can also be modified as:

{{ product.compare_at_price_min }}</code

for the lowest (minimum) compare at, or simply:

{{ product.compare_at_price }}

When a product is placed in a discount group and the discount is activated, Discounts V1 will immediately start applying discounts to the product(s) selected in the discount group. 

If you want to hide your discounted products from the storefront, there are two steps that need to be completed. 

  1. Visit Bold Discounts V1 Install Instructions to add the duplicate and hide code into your theme.

  2. Select the "Create a hidden duplicate" option in step 16 when you Create a Discount with Bold Discounts V1.

    Select create a hidden duplicate

If both of these steps have been completed and you still see these products on your storefront, a third party app could be causing the issue. Please contact our Merchant Success team for further assistance.

If Discounts V1 has already applied a discount to a product, it will skip any additional discounts.

If a price being discounted results in the price being calculated as less than zero, the discount will be ignored. For example, a $10 item is included in a sale that discounts the price by $12. If the discount were applied, the price of the $10 item would become -$2. Shopify does not allow a product to be sold at a negative price. In other words, a negative price would mean you are paying the customer to buy the item.

On some discounts, especially low priced items with a low discount value, it may appear that a discount is not being applied. For example, a product priced at $1.50, a 10% discount applied, and override the cents to .79 will not appear to be discounted.

The discount on the $1.50 product will be calculated, reducing the price by $0.15 to $1.35. When the cents override is applied, it will make the price become $1.79. The price would become higher than the original price. Therefore, the discount is ignored.

Another issue could be If you are using apps that sync information or modify products, like Oberlo, you may experience odd discount amounts being applied or products not being discounted at all. Unfortunately, there is no solution for this and you will have to choose to use one app or the other.

If a hidden product created from Bold Discounts V1 is appearing on the storefront, there could be a few reasons as to why the products are appearing. The most common reasons our team have experienced are the following:

  1. Missing/Incomplete Liquid Install - If a liquid installation has not yet been completed on your store, the hidden products created from Bold Discounts may appear on your storefront in various locations. Please visit Bold Discounts V1 Install Instructions for steps to either request an install or manually perform the install yourself.
  2. Broken Duplicate & Hidden Product - If a duplicate & hidden product gets updated via an inventory sync, product export/import, or any other sync while the discount groups are enabled in Bold Discounts, this can cause issues with hidden products missing tags or metafields. In result, the hidden products created by Bold Discounts may appear on the storefront. This issue can be fixed by turning off and back on the discount group(s) that the hidden products were created from in Bold Discounts.

    Note: After the discount group has been turned off, please double check your products and ensure the duplicate & hidden product(s) have been removed. If the hidden product(s) have not been removed, the hidden product(s) will need to be manually deleted before re-enabling the discount group in Bold Discounts.

  3. Third Party App Conflict - If a third party app is being used to generate pages on your store, this may cause some issues with duplicate & hidden products appearing on your store. In order to hide duplicate & hidden products on pages that are managed by third party apps, this will require a separate customization on your theme's liquid code. Please visit 3rd Party Search App Customizations for a list of third party search apps that can be integrated with Bold Discounts.

    Note: If you are not comfortable with applying one of the customizations available onto your theme, you can request the customization from our team here.

If you are using apps that sync information or modify products, you may experience incorrect discount amounts being applied or products not being discounted at all.

This is because these apps can change the information that is tied to a specific item. When these changes occur, Discounts is no longer able to "read" which products are on sale through the app. 

Unfortunately, there is no solution for this and you will have to choose to use one app or the other.

The price not reverting usually occurs when Discounts has a discount applied to a product and the product's variant was manually modified, a CSV import was done on the product, or the product was duplicated.

Making any of these changes will cause the variant ID to change, which will remove important meta-data on the variant which is required for Discounts to function. At this point, you will need to change the product's price manually to its regular price.

To revert your product prices manually, we recommend running an export of your product list and adjusting your prices in the exported sheet. You can then import the edited product list to override your wrong item prices.

If you do not see the sales clock after creating a discount in Discounts, it could because of one of two reasons:

  1. The sales clock is not installed correctly.
  2. Your sale does not have a start or end date/time. 

For steps on installing the sale clock in your theme's liquid code, refer to the Bold Discounts V1 Install Instructions to ensure it is installed correctly.

If the liquid code installation has already been completed, please ensure steps 9 - 13 of Create a Discount with Bold Discounts V1 have been applied in a discount group in Discounts.

A sales icon may appear on a product that is no longer on sale because that product still has the sale tag attached to it.

To fix this, create a discount for 0% on the affected product and turn on the discount. Wait for the process to complete and turn off the discount. The sale tag should now be removed.

If the sales icon still appears or the price is still discounted, please contact our Merchant Success team and they will be happy to assist you further.

Visit Create a Discount with Bold Discounts V1 for complete instructions.

If you do not see the sales icon after creating a discount in Discounts, it could because of one of two reasons:

  1. The sales icon is not installed correctly.
  2. A sales icon was not chosen in Discounts.

For steps on installing the sale icon in your theme's liquid code, refer to the Bold Discounts V1 Install Instructions to ensure it is installed correctly.

If the liquid code installation has already been completed, please ensure that a sales icon was chosen in Discounts. Visit Customize Sales Icons & Clock in Bold Discounts V1 in Bold Discounts for steps on selecting a sales icon in Discounts.

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