FAQ
Hand-E AI Discounts FAQ
The questions we hear most in support. Questions about features are answered on the app page.
Why doesn't my discount apply?
The most common causes: the discount is still inactive (an AI discount marked “Not active yet” can be switched on under My discounts; otherwise remove the end date in the admin), the threshold isn't reached (check the counting option), the product isn't in scope, another discount is already on the same line and combining isn't allowed, or a bundle group isn't full. The preview at the bottom of the discount form shows the reason for each line.
Why is a discount from the AI inactive?
On purpose. The assistant creates every discount inactive so nothing goes live unchecked. Check the values and click “Switch on now” on the success card. Later you can do it under My discounts, where it shows as “Not active yet”, simple discounts and free shipping included.
Why don't I see the widget in my store?
Check three things: is the widget set to Live in the app, is the Show discount block on your theme's product page, and does the discount apply right now? A widget hides expired or not yet started discounts. In the theme editor, the block tells you why it shows nothing.
Why doesn't the gift add itself to the cart?
The Gift above cart value app embed has to be switched on in the theme editor. The button for that is at the bottom of the discount form. The cart value counts without the gift: with a threshold of 100, a cart of 95 plus a gift worth 10 isn't enough.
Why doesn't the progress bar show anything?
The bar needs the Cart progress bar app embed switched on, and it has to be switched on in the app. If you took the goals from a discount, the bar disappears when that discount ends. If your theme has no cart drawer, show it on the cart page.
Do the discounts work in other currencies?
Percentages work in every currency. Thresholds are converted into the shopper's currency with Shopify's rate. A fixed amount only applies in the currency you created it in.
Can the discounts combine with other discounts?
You set that in Shopify's discount form under Combinations. A new discount doesn't combine by default, so only one applies per line.
Do I need to change my theme code?
No. Widget, bar and gift are blocks and app embeds you switch on in the theme editor. The app doesn't change your theme's code.
Can I add codes to an existing campaign?
No. Each run of Bulk discount codes creates a new discount, with up to 1,000 codes.
What happens if my store grows beyond its plan?
From 80% the app shows a notice, and once you're over, the plan that fits and the date. After 14 days the app's automatic discounts pause until you switch. Discount codes keep working.
How do I reach support?
In the app at the bottom right: ask the support chat or send a message with Report a bug. Or use the contact form. We usually reply within one business day.
What does the “Data access” section on the App Store mean?
The section lists what an app with the five permissions that Hand-E AI Discounts requests at install can access. Device and activity data: The app doesn't store or analyze details about your customers such as IP address, browser or location, even though Shopify sends it every new order with its data. Only when one of the app's discounts applied does it store, for the dashboard, the shop domain, order ID, time, currency, discount and order amounts and the name of the discount campaign. These entries are deleted automatically after 90 days. For your plan, the app counts your orders of the last 60 days, without their content. Store owner: From the store itself, the app only requests technical details, such as currency, time zone, creation date and the myshopify address. To sign in, it stores a session with the shop domain, an access token from Shopify and validity information. Because it only works with offline sessions, the fields for the name and email address of the signed-in account stay empty. The app doesn't store the store owner's name, phone number or address, and stores an email address only if you enter it yourself as an optional contact address in a bug report. With a bug report, the app also stores the message text, the page visited and the browser identifier. The app needs “Edit Shopify admin: Files” so you can upload your own images for widgets. Details are in the privacy policy.