Use this guide when a promotion already exists but is not visible or its discount does not apply. Do not create a replacement before checking the existing promotion.
Identify the promotion and surface
If these are not already known, ask one question: “Which promotion do you mean, and where are you looking—your app, a link or checkout?” In MedCommerce Engine → Promotions, find the existing Promotion and its linked Offer.
Check what should be visible
1. Check whether the Promotion is Draft, Scheduled, Active, Expired or Archived, and confirm its start and end dates and participating locations. A saved draft is not the same as a scheduled promotion.
2. Review the component for the place being checked: Discover Card, Pop-Up, Banner, Custom Category, Offer or Text. A Promotion does not require every component. A missing banner does not establish that the whole promotion is missing.
3. Open the specific linked Offer and compare its configured discount, Promotion Promo Code and included items with the item and checkout being tested. Do not assume that every item receives the offer.
4. Check the practice’s actual link and destination. Do not substitute a generic app-link pattern or tell the customer that a scheduled text has sent without checking its status.
“Only one promotion shows”
Current Promotions can run at the same time. The one-active-at-a-time limit belongs to the legacy Sitewide Promotions tool. If the list contains an old Sitewide Promotion, its Edit action opens the legacy tool. Establish which type is involved before applying legacy limits.
If the result still does not match
Pass the existing promotion/offer reference, observed surface, dates, location, item, promo code and checks to a person. Do not archive, replace or change it as a diagnostic step. If a change is requested and an authorized procedure can perform it, read back the exact change and obtain one explicit text yes before submitting. If you are already speaking with support, continue in the same conversation.
For creating a new Promotion, see “How to build a Promotion (Admin Panel).”