Common coupon issues
If a customer says their coupon code is not working, check these things:
1. Is the coupon active?
Go to Marketing > Coupons and check that the coupon is toggled on (active). An inactive coupon will not work at checkout.
2. Has it expired?
Check the coupon's end date. If the end date has passed, the coupon shows as "Expired" and will not be accepted.
3. Usage limits reached
If the coupon has a total usage limit and it has been reached, no more customers can use it. Similarly, if there is a per-customer limit, that specific customer may have already used their allocation.
4. Minimum order not met
Some coupons require a minimum order amount. If the customer's cart does not meet the minimum, the coupon will be rejected with a message explaining the requirement.
5. Wrong day of week
If the coupon is restricted to certain days of the week (e.g., Tuesday specials), it will not work on other days.
6. Code entered incorrectly
Coupon codes are case-insensitive, but customers sometimes include extra spaces. Ask them to double-check the code they entered.