1. You are logged in and they are not
Customer-based conditions may work for you while you are signed in but fail for a guest customer.
Conditions such as Customer is logged in, Customer tag, Customer total spent and Customer order count need customer information, which a guest checkout does not have.
Quick check
Open checkout in a private/incognito window and test as a guest.
2. Different destination
- Shipping country = where the order is being delivered.
- Customer country = the customer’s own address.
If the rule depends on location, test using the same destination as the customer.
3. Different currency
On multi-currency stores, amount conditions are checked in the currency shown in that checkout. A value such as 500 means 500 in the customer’s current checkout currency.
If needed, add a Cart currency condition or create separate rules for different markets.
4. Different cart contents
Product conditions depend on what is actually in the cart. A customer’s cart may contain different products, variants, collections or quantities from your test cart.
Rebuild the customer’s cart as closely as possible before testing.
5. Different device
Some checkout options depend on the device or browser. For example, Apple Pay only appears on supported Apple devices and browsers.
If the issue involves an express wallet, test on the same type of device as the customer.
Reproducing it
Ask the customer for these details:
- Destination country
- Whether they were signed in or checking out as a guest
- What was in the cart
- Checkout currency
- Device and browser, if the issue involves an express wallet
Then rebuild the same checkout in a private/incognito window and test again.