Santé has six promotion types. This page explains what they have in common, the order Santé applies them in, and which setting to check when a price is not what you expected.

Automated Promo is the default type when you create a new promotion.

Name. This appears to the customer at checkout, so write it the way you want it to read on a receipt.

Enabled. A promotion only runs when this is on. Turning it off is the fastest way to stop a promotion without deleting it.

Channels. Store covers your registers. Online covers your ecommerce site. A promotion set to Store only will not apply to an online or delivery order, which is a common reason a discount appears to be missing on those orders.

Schedule. Leave scheduling off and the promotion runs whenever it is enabled. Turn it on to limit the promotion by date range, by day of week, and by time of day. The time window follows your store's local time.

Customer eligibility. A promotion can apply to everyone, to loyalty customers only, or to customers carrying specific tags. A promotion limited to logged in customers will not apply to a walk in sale with no customer attached.

This is the part worth understanding, because it explains almost every surprising price.

A product can only receive one discount promotion. It is not the case that every matching promotion piles on. Santé works through the cart in a fixed order and each product comes out the other side with at most one discount attached.

The order is:

1. Mix & Match runs first. Santé looks for the best combination of products that can form a Mix & Match bundle. Any products pulled into a bundle are then finished. They are not considered for any other promotion. They do still count toward other promotions' thresholds.

2. BOGO runs second, on whatever Mix & Match did not take. Items consumed by a BOGO offer, both the ones bought and the ones given free, are removed from the pool.

3. Everything left is priced on best price wins. For each remaining product, Santé evaluates every promotion that could apply to it, compares them against the product's normal shelf price, and keeps whichever produces the lowest price for the customer. The shelf price competes in that comparison, so a promotion that would make a product more expensive should lose to simply not discounting it.

4. Shipping and tax promotions apply on top. These are the one exception to one promotion per product. A shipping promotion, a tax promotion, and a discount promotion can all apply to the same product at the same time, because they act on different things. Tax promotions remove tax completely. Shipping promotions only make sense for online orders.

The practical consequence: the order you created your promotions in does not matter. Two stores with identical promotions get identical results. If a product is discounting in a way you did not intend, the cause is the configuration, not the sequence.

For Automated Promos and Promo Codes, the products that *trigger* a promotion and the products that *receive* the discount are two different lists.

That means you can build a promotion that fires when a customer has two Coronas in the cart, and then discounts wine by 50 percent. The Coronas trigger it. The wine receives it.

If a promotion is firing on the wrong products, check which of the two filters you set.

Non discountable products. A product, or a specific pack of a product, can be marked non discountable on the product page. These never receive a promotion, because their price cannot change. They do still count toward volume and amount thresholds for other products. If a single row in a sale refuses to discount while everything around it works, check this setting first.

Weighted products. Products sold by weight do not count toward quantity based thresholds. They do count toward spend based thresholds, using their line total.

Refund lines. A line being returned is never eligible for a promotion.

Exclude products that already have a promo price. There are two separate settings here, and the difference matters.

The first controls whether an already discounted product counts toward the threshold. The second controls whether it receives the new discount. They are set independently.

The behavior that surprises people: when a product is excluded, it still counts toward your volume and amount totals. It just does not get the discount. So a mixed case promotion can legitimately count a sale item as one of the twelve bottles and then decline to discount that bottle further. That is the setting working as designed.

Apply discount on promo price. Off by default. When off, the discount calculates from the regular price. When on, it calculates from the lower of the regular price and the promo price, which compounds the two discounts. This only takes effect if the product's promo price is active on the channel where the sale is happening. A promo price set for Online only will not be used as the base for a register sale.

Count pack units toward quantity. Off by default. Decides whether a 6 pack counts as one unit or as six when measuring a quantity threshold. Stores selling both singles and packs usually want this on.

Discount whole multiples only. Applies to promotions triggered on quantity of the same item. When on, a buy 6 get 10 percent off promotion applied to a cart of 9 bottles discounts 6 of them and leaves 3 at full price. When off, the discount reaches all 9 once the threshold is met.

Santé records which promotion discounted each line of a sale. When a product rings up at an unexpected price, open the sale and look at the line item rather than disabling promotions one at a time to find the culprit.

Work through these in order.

This should not happen. Santé compares every applicable promotion against the normal shelf price and keeps the lowest. A promotion that produces a higher price than the shelf price should lose that comparison.

If you see a product ring up higher than its shelf price because of a promotion, treat it as a defect rather than a configuration problem. Note the sale number, the product, the expected price, and the price charged, then send it to support. Check the line item first so you can say which promotion was attached.