Collections and discounts

Collections and discounts let you run sales without editing each product. A collection is a named group of products; a discount is a rule that marks products down, either automatically for everyone or when a shopper enters a discount code in chat. Both live in the agent sidebar under Commerce once Commerce is on.

Collections

A collection groups products you want to treat together: "Summer sale", "Bestsellers", "Hair care". Open Commerce → Collections and select Create collection:

1. Give the collection a title. Each collection needs its own name.
2. Optionally add a description.
3. Search your catalog and tick the products that belong.
4. Save.

A store can hold up to 50 collections, and a collection up to 1,000 products. A product can be in any number of collections.

Collections do two things:

• Discount targeting: a discount can apply to every product in (or not in) a collection, so one rule covers the whole group.
• Shopping help: the agent sees active collection names as product categories, so a shopper asking for "something from the summer sale" finds the right items.

Turn a collection off with its Active switch to hide it from the agent without losing its member list. Inactive collections still count for discount conditions, so pausing a collection never quietly changes which products a discount matches.

Discounts

Open Commerce → Discounts and select Create discount. Every discount has:

• Title: the name customers see when the discount applies, for example "Summer sale".
• Method: Automatic applies on its own to every matching order, and the agent can mention it to shoppers. Discount code applies only when the shopper enters the code in chat. Type your own code or use Generate for a random one. Codes use 4–32 letters, numbers, or dashes.
• Value: a percentage (for example 20 for 20% off) or a fixed amount off in your store currency.
• Applies to: the product price, the shipping fee, or both. A percent shipping discount takes that share off the flat shipping fee; a fixed-amount shipping discount makes shipping free.
• Products: all products, or only products matching conditions (see below).
• Schedule: optional start and end dates. Outside the window the discount simply does not apply.
• Total uses (code discounts): an optional cap on how many orders can redeem the code.

Turn a discount off with its Active switch to pause it without deleting it. A store can hold up to 100 discounts.

Conditions

Instead of covering all products, a discount can target products matching conditions:

• Product title contains (or does not contain) a word.
• Product price is less than, greater than, or between amounts. Price conditions always look at the regular catalog price, so a discount never switches itself off by applying.
• Collection: the product is in (or not in) a collection you pick.
• Specific products: an explicit list you choose.

With several conditions you choose whether a product must match all of them or any of them. While you edit, the form shows a live count of how many products currently match, with a few example names, so you can check the rule before saving.

How discounts combine

Discounts never stack. When several discounts cover the same product, the customer gets the single best one: the largest price reduction per unit, and separately the single best shipping discount for the order. A discount can make a product free, but never cheaper than free. Orders that already qualify for your Free shipping over threshold ship free either way; the threshold is checked against what the customer actually pays after markdowns.

The order review and the receipt show what was saved, with each marked-down item's previous price and a single You save line.

Discount codes in chat

A shopper with a pending order can type their code ("I have the code SUMMER20") and the agent applies it. What happens next:

• The order review refreshes with the code's savings included, and the review says which code is applied.
• Only one code can be on an order at a time; a new valid code replaces the previous one.
• The shopper can say "remove the code" to take it off; the review refreshes without it.
• A code that does not exist, has not started, has expired, was turned off, or has used up its total uses is refused with the reason, and the pending order is unaffected. The agent never reveals which codes exist, and after many rejected guesses in a short time it stops accepting further attempts in that conversation for a while.
• A valid code that does not cover any product in the order is refused too, so it is not wasted on an order it cannot help.

The code is checked again the moment the order is placed. If it stopped being valid in between, for example the last use was claimed by another shopper, the order is repriced without it and the shopper is shown a fresh review to approve before anything is placed. A code's use is only counted when an order is actually placed with it.

The agent can tell shoppers about your active automatic promotions, but it never lists, hints at, or invents discount codes, shoppers must have a code to use it.

Troubleshooting

A discount is not applying

Check its status on Discounts: it must be Active, inside its schedule window, and, for code discounts, under its usage limit. Then check its conditions: the live match count on the discount's page shows exactly which products it currently covers. Remember the customer always gets the single best discount, so a smaller discount is hidden by a bigger one on the same product.

A discount code will not save

Codes use 4–32 letters, numbers, or dashes, starting and ending with a letter or number. Each code must be unique in your store, two discounts cannot share a code.

A shopper says their code was rejected

Ask which message they saw. "Not valid for this store" means the code does not exist (check for typos, spaces and capitalization do not matter). "Expired", "not active yet", "not currently active", and "reached its usage limit" mean the discount's schedule, status, or total-uses cap refused it; adjust the discount and the shopper can try again. "Does not apply to the items in this order" means the code's conditions do not cover any product in their pending order.

Too many code attempts

After several rejected codes in a short time, the conversation temporarily stops accepting new codes to prevent guessing. The shopper can complete the order without a code, or try again later.

I deleted a collection a discount was using

Deleting a collection that discounts still reference turns those discounts off, so a rule can never silently match nothing while appearing active. The affected discounts are named before you confirm the delete. Point them at another collection or different conditions, then turn them back on.

The match preview shows zero products

No active product currently satisfies the conditions. Loosen a condition, switch all to any, or confirm the products you expect are active. A discount whose conditions match nothing simply never applies, it does not fall back to all products.