Troubleshooting

Common issues and how to resolve them.

Popup Not Showing

Symptom: Shoppers report never seeing the exit-intent popup, or you can't trigger it yourself during testing.

Checklist:

1. AI Prevention is enabled — Go to Settings → Prevention and confirm the AI Prevention toggle is turned on.
2. Theme app block is added — The NavonaAI block must be added to your active Shopify theme. Go to Online Store → Themes → Customize, find the NavonaAI app block in the theme editor, and confirm it's present and visible.
3. Shopper has items in cart — The popup only triggers for shoppers with at least one item in their cart. Testing with an empty cart won't show the popup.
4. Exit intent is being detected — On desktop, the popup triggers when the cursor moves toward the top of the browser (closing the tab or navigating away). On mobile, it triggers on back-button events. Test by slowly moving your mouse toward the browser's address bar.

Discount Not Applying

Symptom: A shopper sees the popup and clicks through, but the discount isn't applied at checkout.

Checklist:

1. Discount combination settings — In your Shopify admin, go to Discounts and check that the NavonaAI discount code allows combining with other active discounts if you have promotions running. Conflicting combination settings can block automatic application.
2. Minimum purchase requirement — If your prevention settings require a minimum cart value to trigger the discount, shoppers below that threshold won't receive a valid code. Review your minimum in Settings → Prevention.
3. Discount hasn't expired — NavonaAI discount codes are session-scoped and expire when the shopper leaves the page. If a shopper takes too long or navigates away and comes back, their code may have already expired. This is by design — it creates genuine urgency.

High Abandonment Despite Prevention Being Active

Symptom: AI Prevention is enabled and the popup is showing, but your cart abandonment rate hasn't improved.

Things to investigate:

1. Discount amount may be too low — A 5% discount rarely moves the needle for shoppers who were already hesitant. Try increasing to 10–15% and monitor conversion rate over the following week.
2. Popup timing — If the popup appears too early or too aggressively, shoppers may dismiss it reflexively. Review your exit-intent sensitivity settings.
3. Traffic quality — If you recently ran a broad-reach campaign, your traffic may include a high proportion of low-intent browsers who were never going to buy. High abandonment in this case reflects the traffic, not the checkout experience. Filter your analytics to a longer baseline period before and after the campaign.

Dashboard Showing Unexpected Numbers

Symptom: Metrics seem too high, too low, or don't match your expectations based on what you know about your store's activity.

Checklist:

1. Check your date range — Confirm the date picker at the top of the dashboard is set to the period you intend to analyze. An accidentally wide or narrow date range is the most common cause of unexpected totals.
2. Check "Include Today" — If today's partial data is included, end-of-chart values will appear to drop off. This is expected behavior for an incomplete day.
3. Review bot protection settings — If your bot protection thresholds are too aggressive, they may be filtering out legitimate orders. If too permissive, bot traffic may be inflating your numbers. See Bot Protection for guidance on calibrating thresholds.
4. Store timezone — Ensure your Shopify store timezone is set correctly. Mismatched timezones can shift events into unexpected date buckets, making daily counts look off.