Troubleshoot Product-Customer Matrix

A matrix price does not apply

Check the complete match:

1. The matrix website and date range are current.
2. The requested quantity meets the threshold.
3. The product satisfies the configured conditions.
4. The customer has a current direct assignment or the configured attribute value.
5. Any direct assignment dates are current.

If the matrix candidate exists but another storefront price appears, review Pricesystem price selection.

Too many products match

Check the AND/OR relation and each operator. An OR relation needs only one true condition. Verify whether a condition expects an option ID, raw attribute value, SKU or category ID.

A group-style match beats a direct assignment

Check Priority Resolution Mode. Global priority can allow the higher-priority attribute match to win. Use Direct assignment first when a direct assignment should take precedence.

A direct assignment is ignored

Confirm its customer ID and assignment dates, then check the matrix date range and website. A current assignment cannot make an expired matrix valid.

A duplicate matrix is accepted

Enable Custom Matrix Validation if the store should reject duplicate customer or attribute combinations and overlapping dates. Existing overlaps still need review.

An import creates unexpected matches

Export a fresh template and compare attribute codes, values, operators and relations. Test one imported matrix against both matching and nonmatching products before importing more.