# 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.

> For the complete documentation index, see [llms.txt](https://docs.talon.one/llms.txt).

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](/docs/dev/concepts/entities/customer-sessions.md#customer-session-states).
For example, your system determines when a session transitions from **Open**, an active
cart, to **Closed**, a completed payment.

:::tip Suggested reading

- [Events](/docs/dev/concepts/entities/events.md)
- [Customer sessions](/docs/dev/concepts/entities/customer-sessions.md)

:::

## 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](/docs/product/applications/display-customer-sessions.md#customer-session-overview),
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](/docs/product/rules/effects/overview.md).
:::

- **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**.
1. Enter a **Justification** for the request.
1. Select **Coupon** or **Gift card**.
1. For a gift card, enter a monetary **Value**.
1. Select an active **Campaign**.
1. 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.

## Related pages

- [Support portal overview](/docs/support/overview.md)
- [View customer profiles](/docs/support/support-agents/customer-profiles.md)
- [Look up coupons](/docs/support/support-agents/coupons.md)
- [Display customer sessions](/docs/product/applications/display-customer-sessions.md)
- [Customer sessions](/docs/dev/concepts/entities/customer-sessions.md)