Discount code was not applied/doesn't workUpdated 2 months ago

If a customer placed an order but forgot to enter their discount code at checkout or informs us the code did not work, follow these steps:

Step 1: Verify the Code

• Ask for the promo code and check if it is still valid using the process above.
  
  

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  Mail template to use => Discount code does not work

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Step 2: Discount code provided

• If the customer sends us a code, let's say 'YOUVNHBYN1D9', we can then go to Shopify and select the tab 'discounts':

• You can then select the magnifying glass and paste the code. IF you find the code you will be able to see if this code is still active or not:

Example: this one is expired and therefor not working anymore.

• If you click on the code, you will find all information about the code, when it was created, how long it was valid, if it has been used, what was the value/% etc...

Sometimes codes in newsletters are only valid for 24 hours, so therefor we like to see the email they received to check when they received the email and if the code should still be valid.

Also promotions don't last forever, so you always have to double-check where does the code come from, is the code from our store and is the code already used/expired?

If you do not find the code, try the code yourself first on the website.

Step 3: Solution

1. The customer did not yet place an order and the code does not work but is still valid
   1. Educate the customer on how to use the discount code
2. The customer did not yet place an order and the code does not work but the code has expired
   1. You can give the customer a 1 time replacement voucher, make sure the customer understand that this is an exception and a 1 time thing
3. If the code is valid and the order was placed without it, tag @Katja in an internal note with the following details:
   • Shop name
   • Order number
   • Explanation of what happened

• Katja will then refund the discount amount back to the customer.

Step 3: Inform the Customer

• Let the customer know that we will refund the discount amount and ensure they are satisfied with the resolution.