If your customers are writing in to let you know that discount codes aren’t working, there are a couple of general reasons we can point to for this.
The first thing to check is that the discount code is present in Shopify. Glow uses Shopify’s native discount code feature, so any codes issued by Glow should show in Shopify when you click “Discounts” in the Shopify navigation.
You may need to search for the code on this page, but once you locate it, you’ll see what rules apply to that code’s usage. You can click on the table row for the code to see more rules associated with it and edit the configuration.
The top reason codes won’t work for customers is that the rules for the code are more restrictive than the customer realizes. Shopify’s new discount logic includes additional rules and conditions merchants can set, which could unintentionally prevent the discount from applying.
Here are some common situations to review:
Minimum Requirements: Customers must meet the minimum purchase amount or quantity set in the discount code settings.
Product or Collection Restrictions: Customers must have products in their cart that match the products or collections specified in the discount code settings.
Customer Eligibility: Some codes might be restricted to specific customer groups or tags (e.g., only valid for first-time customers or VIP members).
Usage Limits: The discount might have usage limits, such as a maximum number of redemptions or a limit of one use per customer.
Free Shipping Discounts: If customers are using a free shipping discount and their cart already qualifies for free shipping without it, Shopify will not apply the discount again.
Discount Combinations: Shopify now supports combining multiple discounts in a single checkout. However, for codes created through Glow, these edits can be done in the Rewards section of the app. If the code has already been redeemed and you are finding it is set incorrectly or too restrictive, changes must be made directly in Shopify:
Navigate to Discounts: In your Shopify admin, go to the "Discounts" section.
Edit the Desired Discount: Click on the discount you want to adjust.
Configure Combinations: In the "Combinations" section, select the discount types you want this discount to combine with (e.g., product discounts, order discounts, shipping discounts).
Save Changes: Click "Save" to apply the new settings.
Expiration Dates: Ensure the code is not expired or set to activate in the future.
If you find that your discount code restrictions are more stringent than you intended, you can update the settings in the Rewards section of Glow to adjust the rules. For codes already redeemed, changes should be made in Shopify to ensure proper functionality.
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Please let us know if you have any questions.
Sincerely,
The Glow Team