Troubleshoot a live offer

Start with the exact runtime outcome. Avoid changing campaign configuration until you can reproduce the customer’s customer, cart, currency, code, and time context.

A code does not work

1. Look up the voucher by its exact code.
2. Confirm the voucher is enabled and the parent campaign is active.
3. Compare campaign and voucher activation windows with the configured timezone.
4. Check total and per-user redemption limits.
5. Check customer assignment and whether the request identified that customer.
6. Confirm order currency and required cart fields.
7. Re-run validation and inspect every explanation.

Common explanations:

The discount amount is wrong

• Confirm amounts were sent in minor units.
• Confirm percentage values use basis points.
• Check maxDiscountAmount on percentage vouchers.
• Check product and collection IDs on every cart item.
• Compare the amount basis: subtotal, tax, shipping, and prior discounts.
• Inspect priority, exclusivity, and the returned calculation breakdown.
• Confirm the cart was rechecked at commit rather than using an old preview.

An automatic promotion is missing

Call qualification with includeSkipped: true. Inspect campaign status and dates, tier status and dates, currency, campaign rule, tier rule, priority, and exclusivity. A rule_error indicates invalid or unavailable rule evaluation; a rule_failed outcome means the supplied context did not pass a valid rule.

Remember that a promotion campaign must have auto-apply enabled to participate.

A gift-card balance looks wrong

Fetch the current voucher and its transaction ledger. Reconcile every credit, redemption, rollback, and adjustment entry. Check for two application orders using different idempotency keys for the same intended purchase.

Do not repair the balance by editing a cached number in your application. Preserve the ledger and use the supported operational adjustment path when available.

Loyalty points are missing or duplicated

• Confirm the customer is enrolled in the correct program.
• Find the source event in your application and the member transaction ledger.
• Confirm the application actually called members.earn.
• Compare basePoints, applyMultiplier, current tier, and expiration timestamp.
• Deduplicate the source event in your handler; eventId is for correlation and should also be part of your application-side uniqueness strategy.
• Check the worker and expiration entries if points disappeared after their expiry date.

A referral reward is missing

Find the conversion using its referral code and application conversionEventId. Confirm the conversion succeeded and inspect both outcome objects. For loyalty-point rewards, verify the recipient was already enrolled. For voucher outcomes, look up the issued code.

If the conversion exists but messaging failed, replay only the delivery workflow—do not call conversion again with a new event ID.

A webhook is failing

Open the webhook and inspect its latest deliveries:

• 401 usually indicates the wrong secret, re-serialized body, or signature parsing;
• 404 indicates a stale endpoint path;
• 429 means the receiver needs capacity or queueing;
• 5xx means the receiver failed after delivery;
• transport errors indicate DNS, TLS, routing, or connection problems.

Fix the receiver, then replay the delivery. The handler must deduplicate by OfferKit event ID because replay delivers the same event again.

A retry produced a conflict

An idempotency key identifies one logical request body. Reusing it with different codes, customer, order context, or amount returns a conflict. Reconstruct the original request for a true retry; use a new key only for a genuinely new business operation.

Escalation evidence

Capture:

• deployment version and environment;
• timestamp and timezone;
• API route or SDK method;
• customer external ID and OfferKit ID;
• order external ID and OfferKit ID;
• campaign, voucher, tier, program, or reward IDs;
• idempotency key or source event ID;
• response reason codes and explanations;
• relevant event, delivery, and audit-log IDs.

Remove API keys, webhook secrets, passwords, and unnecessary personal data before sharing diagnostic material.