Preference Profiles for Quality Management question

Hello,

I am trying to set up the hierarchies for Quality Management (Preference Type 18) and it am having some trouble understanding how they work in conjuntion with the Preference profiles.

I set up an item, customer and item+customer preference profiles and the hierarchy is set 1 where item number and all customers intesect.  The results that i'm getting are only for item and customer... it is not including any for the item+customer profile.

I've already verify the expiration dates, and all of them are active and approved.

Thank you!

Vanessa Olvera