Known Discount Conflicts

If you aren't able to see your discounts on the checkout page, you may need to make some adjustments:

  1. Use a dedicated cart page. Discounts are calculated and applied on the dedicated cart page instead of drawer/pop-up/dynamic carts. 
  2. Avoid using multiple upsell apps. Upsell and cross-sell apps often run into a conflict when trying to intercept the click on the same button - the checkout one. 
  3. Use the standard Shopify checkout, as upsell apps only work with the Shopify standard checkout. 
  4. Disable dynamic checkout buttons. These buttons (PayPal, Apple Pay, etc.) allow customers to bypass the standard cart/checkout, so Vitals won't be able to discount these orders. 
  5. Disable skip-cart features that redirect the visitors directly to checkout.

If you've followed these guidelines and you continue to receive orders without a discount being applied, please let us know so we can investigate. 

1. Use a dedicated cart page.

To ensure that discounts are applied according to your orders, always redirect your customers to the standard cart page. If you are using a drawer cart, customize your theme's settings and choose to open the cart on a dedicated page.

Drawers are those fancy overlays (also called slide-out, mini, dynamic, modal, or Ajax carts) that appear over the product page when a product is added to the cart:

Cart drawers are not supported by upselling/cross-sell Shopify apps such as Vitals. When this feature is enabled, the cart is updated in a non-standard way. The visitors remain on the product page instead of being redirected to the cart page, where the discount is calculated and displayed.

While a drawer might look slick on a desktop, it poses several usability issues for mobile devices. And that's all that matters - in Q3 2019, Shopify announced that  mobile accounts for 81% of traffic and 71% of orders received by all their merchants.

The issues are so widespread that even Shopify recommends switching to cart pages in its own tutorials ( example 1, example 2):

If your theme uses a drawer cart, you should change the cart type to "Page" in the theme settings. This is the usual flow:

  1. From your Shopify admin, go to Online Store  Themes.
  2. Find the theme that you want to edit and click Customize.
  3. Click Theme Settings.
  4. Click Cart Page.
  5. Set your cart type to Page
  6. Click Save.

Some themes might have a different flow to switch to the standard cart page. If you are unable to find the setting, please check with your theme developer. These are some of the themes known to have drawer carts and/or enable them by default, such as Brooklyn, Boundless, Canopy, Classic, Debutify, Parallax, Pop, Retina, Simple, Supply.

Don't forget to switch to the standard cart anytime you install or activate a new theme.

2. Avoid using multiple upsell apps.

To ensure that discounts are applied to your orders, uninstall the other upsell apps and reach out to their developers to confirm their code has been entirely removed from your theme.

Shopify apps are not built to work with each other. Having multiple upsell or cross-sell apps, all eager to intercept the click on the checkout button, will lead to a race condition. Whichever app is first to capture the click will do its job without letting other apps function properly.

If you've installed multiple upsell/cross-sell apps, they might prevent Vitals from applying the discount. Even more, if you used such apps but you've uninstalled them in the meanwhile, you might still have code snippets that interact with your checkout button.

Lack of integrations is one of the main reasons for which we've built Vitals. With Vitals, you get 40+ apps that work together flawlessly, perfectly integrated, with zero conflicts.

3. Use the standard Shopify checkout

All Vitals upsell apps work with the Shopify standard checkout. Suppose you are using a custom checkout (such as  Zipify One Click Upsell - OCU, Recharge, Carthook, or Intercart). In that case, we won't be able to apply the automatically-generated discount code to that checkout. Please revert to using the standard Shopify checkout.

Vitals intends to be as flexible as possible and offer a vast suite of apps and features while at the same time trying to avoid taking functionality away from other apps (or, in other words, creating conflicts). This is not always an easy task to achieve, especially when dealing with multiple apps, from multiple developers, all unique in how they function and how they were built.

One such example is Custom Checkouts, which completely replace (or bypass) the standard Shopify checkout page.

4. Disable dynamic, third-party checkout buttons

To ensure that discounts are applied according to your orders, you should hide all the dynamic checkout buttons on your storefront. Enable the Hide Dynamic Checkout Buttons app in Vitals - this app will ensure that all these buttons are hidden.

Customers can use the dynamic checkout buttons to skip the cart and quickly buy the product they're viewing. Shopify lists some compatibility issues:

Dynamic checkout buttons might conflict with certain apps. If you use [apps that interact with the cart], then dynamic checkout buttons might not be compatible with your online store.

The most significant side effect is that the upsell apps (like those in Vitals) cannot apply the discount to checkout.

The easiest way to stop showing the dynamic checkout buttons is to enable the Hide Dynamic Checkout Buttons app in Vitals. Alternatively, if you want to do this from your theme settings, here are Shopify's instructions:

  • for product pages:
  • for your featured product on the homepage:
  • for the cart page:

If you still want to use an accelerated checkout option to send the visitors directly to checkout, you can enable the  Accelerated Checkout app in Vitals.

5. Disable skip-cart features

Another common issue is discounts not being properly applied to the Checkout page. This can be caused by Skip-Cart features coming from either the theme or a 3rd party app.

In a nutshell, when the Cart page is skipped, customers are taken directly to the Checkout page. The order flow of your store is altered (or bypassed). Therefore, Vitals cannot generate and inject the discounts accordingly.

Instead, we advise using our built-in Accelerated Checkout app and disable any other such functionality coming from another source.

By doing so, Vitals is in control of the order flow, therefore if the Cart is skipped, the process is done by Vitals, and the discounts will always get applied at Checkout.

6. Redirect visitors from email to cart instead of checkout

You might be sending automatic emails to your visitors that started the checkout process but didn't complete it. This is actually a recommended practice that might help you capture revenue from these initially lost customers. Even if you send them directly from Shopify or by using an email marketing platform such as Klaviyo, the problem is that they skip the cart page and redirect the visitor directly to checkout.

The cart page is where Vitals calculates and assigns the discount on the order and, if this page is skipped, we will not be able to discount an order properly.

Vitals is working on an app that will allow you to send cart abandonment emails. Like any other Vitals app, it will be fully integrated with all the apps in Vitals. The current estimate for releasing that app is in Q2 2021.
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