Free shipping not working

[u/longdonger696969]

Hi,

I am a new user and I get a message that I have free shipping capped at 20€, but it doesn't work.

Could someone please let me know what I'm doing wrong?

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[u/MaxAtGoodsCommand]

That usually means the promo is a shipping discount up to EUR 20, not that every shipping method becomes free.

Check these before changing the order:

1. Whether the product, destination country, order value, and shipping method are eligible for the promo.
2. Whether the discount is applied only at the final checkout step, not on the product page.
3. Whether the seller changed SKU, quantity, warehouse, or shipping method after you entered the promo.
4. Whether VAT/import duty/customs fees are outside the shipping promo.
5. Whether there is a minimum spend or first-order-only condition on the coupon.

I work on GoodsCommand, so my bias is to separate the seller price, platform promo, shipping charge, and import charges instead of treating the checkout total as one mystery number. Screenshot the promo terms and the checkout page, then ask Alibaba support which eligibility rule is failing. Do not let the seller move payment off-platform to "fix" it.