A custom promotion can be configured for a specific group of users in your store, such as a customer cluster. However, there may be situations where the promotion is not displayed correctly for this targeted audience. The main reasons are:

• The cluster value is missing or incorrectly configured in the promotion.
• Inconsistency between the values added to the promotion and those in the customer profiles.

Below are some solutions that can help ensure the promotion is displayed to the desired customer cluster.

To identify whether a customer cluster is associated with a promotion, follow the steps below:

1. In the VTEX Admin, go to Promotions > Promotions, or type Promotions in the search bar at the top of the page.

2. Click the promotion you want to check.

3. In the section “What are the conditions for the promotion to be valid?”, check if the option Customer cluster is selected and that the field is completed with the correct value of the respective cluster.

The value entered in this field must be exactly the same as the value previously assigned to the customer cluster, as the system interprets differences between upper and lower case letters (case sensitive). For example, if the value entered for a given cluster identifier is employee=true and in the promotion it's Employee=true or Employee=True, the promotion won't be visible to users in that cluster.

4. If necessary, add or change the value for the desired cluster.

5. Click Save.

To ensure that the same promotion is applied simultaneously to customer clusters with different values, select the condition At least one of the following and configure all the cluster values in the promotion.

In a scenario where the promotion has more than one value in the field available in Customer cluster, and the selected condition is All the following, customers in the cluster must meet all the defined criteria.

For example, if a promotion is configured with the condition All of the following and completed with Employee=true and code=platinum, it will only apply to customers whose profile meets both criteria: employee and platinum code. Customers who meet only one of the requirements won't be able to use the promotion.

To solve it, you can do one of the following:

• Change the Customer cluster condition to At least one of the following, allowing customers identified as employee or with the platinum code to access the promotion.

• Keep the Customer cluster condition as All the following and update the records of the desired customers in Master Data to include both criteria: being an employee and classified in the platinum category.

• Keep the Customer cluster condition as All the following and declare other values currently assigned to the customers you want to display the promotion to.