Promotion causing checkout errors – Invalid Item reference key -6 for promocode XXX.

We have an Item Based promotion that is generating an error when trying to apply it in the Shopping Cart and most Checkout pages. I’ve never seen anything like this in our 10+ years on Site Builder

Through testing, the only consistency I am seeing is if I enter the promo code on the final page of the checkout process, it is accepted and I am able to submit the order.

When the error occurs, the checkout pages become pretty much unusable, generating ‘down for maintenance’ errors if I try to view a different checkout page, or if I try to log out of the website. The only ways to get around this is  are:

  1. use a different browser to submit the order without using the promo code, then go back to the original browser.
  2. Clear browser data – cache, cookies, etc.
  3. Wait until an undetermined amount of time passes

 

Website Details:

Site Builder with SBE Kilimanjaro for the Sign In, My Account, Shopping Cart and Checkout pages.

 

Promotion Details:

Item Based Promotion with customer criteria set using a Saved Search, and a specific list of items using a Saved Search to check eligibility.

 

I can understand the promo code causing an error in the Shopping Cart because of the eligibility, meaning the user may not yet be signed in. For this reason, we have hidden the Promo Code box on the Shopping Cart page.

What I cannot understand is why the promo code does not generate the error when entered on the final page of the Checkout process, and sometimes does not error on the other Checkout pages.

Does anyone have any ideas to find the root cause?

Rookie Asked on August 24, 2021 in SuiteCommerce.
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