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Diagnose customer sessions 

Use the session page to troubleshoot why a discount failed to apply or why a customer didn't receive their expected loyalty points.

In Talon.One, a session represents a customer's shopping cart or a completed order. To find a session in the support portal, search with its Session integration ID. This ID is a unique identifier, such as an order number or a cart ID, set by your company. Your company's system communicates this ID to Talon.One when the session is created, and Session integration ID is the standard term used across Talon.One to refer to it.

Your company's system also defines the state of the session. For example, your system determines when a session transitions from Open, an active cart, to Closed, a completed payment.

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Locate a session​

To find a specific session, do one of the following:

  • On the Global search page, search for a session integration ID under Sessions.
  • On a customer profile or coupon page, open the Sessions tab and click the session.

The session page displays the session integration ID, its current state, its creation date, and the associated customer.

Review session outcomes​

Use the Current State Overview tab to verify the results of the transaction. This tab displays the latest state of the session in three sections:

  • Cart: Check the items in the cart, including their quantity, price, and applied item-level discounts to verify correct pricing.
  • Loyalty updates: Confirm the loyalty points the customer earned or redeemed during the session.
  • Triggered effects: Investigate which campaign effects successfully applied and which failed.

Diagnose triggered effects​

The Triggered effects section helps you identify why a promotion succeeded or failed by grouping the session's outcomes:

Tip

You can learn more about available effects in our Product docs.

  • Coupon redemptions: View accepted coupons and the specific effects they triggered.
  • Coupon rejections: Identify rejected coupons to explain to the customer why their code failed.
  • Other: View effects triggered without a coupon, such as automatic session-level discounts.
  • Returns and rollbacks: Track the effects of partial returns, listed newest first.

Within each group, the effects appear by campaign. To keep the list short, the section combines effects:

  • Session-level discounts of a campaign appear as one total discount. If the discounts come from a coupon, the total appears below the coupon.
  • Loyalty points that a campaign adds to or deducts from the same ledger appear as one value.

The section shows the effects of the latest session update before any partial return. For a closed session, these are the effects of the session closure.

Note

This section does not display item-level discounts, custom effects, or discounts on additional costs. To verify item-level discounts, check the Discount column in the Cart section.

Inspect cart details​

Use the Cart Items tab to investigate the specific products involved in the transaction. This tab appears only if the session contains cart items.

It displays the session totals and a breakdown of each item, including its SKU, quantity, category, custom attributes, and any returned versus remaining quantities.

Track session events​

Use the Events tab to trace the timeline of the session. Events represent the individual API calls your company's system sends to Talon.One to update the session. For example, adding a specific item to the cart, updating a custom attribute, or closing the session.

The tab lists all events chronologically, newest first. Review the Effects triggered in this update under each event to isolate when a specific discount applied or why a rule triggered at a specific moment in the customer's journey. For partial returns, the event also lists the specific SKUs and quantities returned.

Award a coupon or a gift card​

To award a coupon or a gift card, submit a support request for admin approval.

  1. Click Support actions > Award coupon or gift card.
  2. Enter a Justification for the request.
  3. Select Coupon or Gift card.
  4. For a gift card, enter a monetary Value.
  5. Select an active Campaign.
  6. Click Create request.

Admin users receive an email to approve or reject the request. After an admin user makes a decision, you receive an email with the code to share with the customer.

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