FAQs
1. Getting started
Q: How do I enable cart promotions for my organisation?
A: Cart promotions are not enabled by default. Raise a JIRA ticket to the Capillary Product Support team and include your organisation ID and the cluster your organisation is on (IN, SG, or EU). Once enabled, you can access cart promotions from Engage+ under the Promotions tab.
Q: What is the maximum number of active cart promotions an organisation can have?
A: The default limit is 250 active cart promotions at a time across all types. If you need more, contact the Capillary Product Support team to request an increase.
2. Promotion types
Q: What is the difference between a POS promotion and a Loyalty cart promotion?
A:
| POS promotion | Loyalty cart promotion | |
|---|---|---|
| Who it applies to | All customers at checkout, including non-loyalty customers | Loyalty members only |
| How it is issued | Available automatically — no issuance needed | Automatically available to eligible loyalty members |
| Example | 50% off during Black Friday at selected stores | 20% off on carts above $100 for all loyalty members |
Q: When should I use an EARNING type promotion versus a CUSTOMER type promotion?
A:
- Use EARNING when you want the customer to first complete an activity (for example, make 3 purchases) to unlock a promotion, which they then redeem on a future transaction.
- Use CUSTOMER when you want to issue the promotion directly to a specific customer or segment without requiring them to complete an activity first.
Q: What is the REWARD type promotion and how is it different from CUSTOMER?
A: A REWARD type promotion is offered through the Rewards Catalog. Customers spend loyalty points to claim the reward, which then applies as a cart discount at checkout. A CUSTOMER type promotion is issued directly to customers without requiring them to spend loyalty points to claim it.
Q: Can I apply a cart promotion to non-loyalty (guest) customers?
A: Yes, with POS and CODE type promotions. These apply regardless of loyalty membership. CUSTOMER, EARNING, and REWARD promotions require the customer to be a registered loyalty member.
3. Configuration and rules
Q: Can I create a promotion that applies to specific products and also requires a minimum cart total?
A: Yes. Use Add condition to stack multiple conditions. All conditions use AND logic — the promotion applies only when every condition is met simultaneously. For example: Cart amount ≥ $100 AND Sum of item quantity (Shirts) ≥ 2.
For more information, refer to Core Concepts.
Q: What condition types are available for cart promotions?
A:
| Condition type | What it checks |
|---|---|
| Cart amount | Total gross value of the cart |
| Count of items in the cart | Total number of items (SKUs) in the cart |
| Sum of item amount for selected product | Total price of specific products |
| Sum of item quantity for selected product | Total quantity of specific products |
| Payment mode | The payment method used at checkout |
| Gift voucher | Whether a specific gift voucher is applied |
Q: What benefit types can I configure?
A:
| Benefit type | What it does |
|---|---|
| CART_BASED | Fixed or percentage discount on the entire cart |
| PRODUCT_BASED | Discount on specific products or categories |
| FREE_PRODUCT | Makes one or more items free |
| FIXED_PRICE | Sets a specific price for an item regardless of its original price |
| PER_UNIT | Applies a reward for each qualifying group of items |
| TENDER_BASED | Discount based on the payment method used at checkout |
Q: Can I restrict a cart promotion to specific stores or time windows?
A: Yes. Under Define scope and restrictions in the promotion creation flow, you can limit the promotion to specific store entities (Concept, Store, or Zone) and to specific days of the week, dates of the month, or time windows.
For more information, refer to Creating a Cart Promotion.
Q: What does the customer activation required toggle do?
A: When enabled, the promotion is issued to the customer in a deactivated state. The customer must manually activate it via the app or website before it can apply at checkout. This is supported for Loyalty Cart, Loyalty Earning, and Reward promotion types.
4. Limits and controls
Q: Can I limit how many times a single customer can use a promotion?
A: Yes. Under Customer limits, you can set the maximum number of times a customer can use the promotion, with an optional reset period (Days or Weeks), and a maximum total discount value per customer.
For more information, refer to Core Concepts.
Q: Can I set a global cap on total redemptions for a promotion?
A: Yes. Under Promotion limits, set the Total redemptions allowed field. Once this cap is reached, the promotion stops applying for all customers, even if individual customer limits have not been reached.
Q: Can I update limits after the promotion goes live?
A: No. Redemption restrictions — cart limits, customer limits, and promotion limits — cannot be updated once the promotion is live. Plan your limits carefully before activating the promotion. If limits need to change, you must disable the current promotion and create a new one.
5. Fraud prevention
Q: What is cart locking and do I need to enable it?
A: Cart locking temporarily reserves a promotion when it is applied to a cart, preventing it from being applied to another cart for the same customer before the first transaction completes. This prevents a loophole where the same promotion could be redeemed multiple times before the system registers the first redemption.
Cart locking is automatically enabled. You do not need to turn it on manually.
For more information, refer to Preventing Fraudulent Redemptions.
Q: A customer's cart is locked and they cannot use their promotion. How do I release it?
A: A locked cart can be released in two ways:
- Manually: From the evaluation log in Engage+, find the cart by its cart identifier and select Release cart.
- Automatically: The lock releases after 24 hours if no transaction confirmation is received.
Updated 6 minutes ago