If a customer has reported they're not receiving an expected discount from a price rule, you can check your work by checking two things:
Compare the Price Rule's settings to:
the customer's tags (do they have the right tags listed in the price rule?)
what the customer was attempting to purchase (is the item included in the price rule?)
First, pull up the price rule: click Settings > Price Rules > click on the price rule.
Then, review:
The discount it should give (is it the right amount?)
The tag(s) it uses (the group it should give discounts to).
Is there an 'AND' clause? (see ex. below) This means the customer needs to have both tags listed in order to get the price rule's discount
The items it gives discounts on (have you chosen the correct items the rule should give discounts on?)
Now, open a separate tab to check the customer's tags. Pull up the customer list > click Options > Show Tags > search for the customer.
Things to check:
Do the customer's tags match what's in the price rule?
Is the item they want to buy in the Price Rule's item list?
Make changes where needed.
Note:
If the price rule uses a membership tag (a tag that can only be applied to memberships), check that this tag is applied to the customer's membership(s). To to this, edit the membership > scroll to bottom > add tag.
If the price rule uses a customer tag, you'll need to apply this tag to the customer directly (or via a Sequence): to apply it directly, navigate to their profile, click Actions > Edit Customer's Tags to confirm they have the right tag assigned.
Learn more about the difference between customer tags and membership tags.