Clients may encounter problems when inputting a coupon code. Different factors could be responsible for this issue. This article aims to address several common reasons why coupon codes may fail to work, providing you with valuable troubleshooting tips to resolve it for your clients.
Please Note: Editing the marketing apps is not recommended, as it will restart/resend emails. You may need to do further app customization to resolve this. If you’d like to see more information on how to make changes to an assigned app, read our article here.
In addition, if you are using Automations, it may be better to create a new General Coupon app in order to send the discount to a single client who is having issues.
Wrong Gallery
A client may have access to multiple galleries. It’s important to note which gallery your client is attempting to buy from using their coupon code.
For example, if the client has been invited to a wedding gallery and a family gallery, and the app has only been applied to the family gallery, any products added to the cart from the wedding gallery will not be valid for the discount.
If a coupon code is not working, verify that the gallery from which they are purchasing matches the gallery to which the coupon was assigned.
Another effective way to ensure that your client is accessing the correct gallery is by navigating to the Sales & Automation section and then selecting Carts. Here, you can easily identify the gallery in which the client has added products to their cart, enabling you to cross-reference it with their discount. This ensures that they are utilizing the appropriate coupon code for the intended gallery.
Not Logged into the Correct Account or Account is not added to Campaign
A client may face issues using a discount code due to a user-type issue. When setting up a Campaign, like a General Coupon, a user-type or specific email address/account is selected to receive access to the discount. If your client is not logged into an account that you have set as a recipient of the discount code, they will be unable to use it.
For example, the client may not have logged into their account yet and is simply viewing the gallery as a guest.
To review the recipients you've already added, navigate to the Sales & Automations section. Find and select the Campaign or Automation you wish to see the user-types for, and click Assignments.
Click on the three dots and select App gallery setup.
Click to view the Recipients list, but do not edit the app. In general, we do not recommend editing the marketing apps, as it will restart/resend emails. You may need to do further app customization to resolve this. If you’d like to see more information on how to make changes to an assigned app, read our article here.
If your client is not listed as the designated account or user-type to receive the discount, you can assign the Campaign again.
Please Note: For Automations, we recommend instead creating a General Coupon app to send to any individual client, as assigning the Automation again may duplicate the discount/emails/banners for other gallery guests.
Select Assign to Galleries to add any clients or user-types to the campaign.
Then click on the pencil icon to select your recipients.
Coupon Expired
A coupon's expiration may be a possibility for a client facing issues using a discount code. Ensure that your campaign hasn’t expired by selecting the gallery’s Automation and Discounts tab.
If a promotion is active, it would be indicated when the Status = Promotion.
If the promotion has expired, it would be indicated when the Status = Done.
Spelling
It’s crucial to remind clients to double-check the coupon code that they’re entering to ensure it matches the code you have set in your discount. Simple errors like spelling mistakes can invalidate the discount. However, coupon codes are not case-sensitive, so capitalization won’t affect their usability.
Pro Tip: When using Marketing Apps, you can use Dynamic Text Tokens to make sure the spelling of their coupon is already correct.
Already Used Code
Our Sales & Automation Apps, such as the General Coupon or Single-Use Coupon, are by default designed for one-time use only. If a client encounters difficulties during checkout with a coupon code, it's essential to verify that they haven’t already used the code.
From the Orders tab, click on the specific order from the client to see if they’ve used the discount. You can click on the info icon to see all the details of the discount.
You can update the number of orders a user can make with the code when editing the discount in the app.
Pro Tip: You can also see all client activity, including products they've added to their cart and orders they've placed, from the Dashboard tab of the gallery. Learn more here.
Incorrect Product Type Selected
You may have limited the products to which your coupon code applies. A client may be experiencing trouble with their code because they attempted to purchase the wrong product type. Double-check with your client that the product they’re purchasing isn’t a product you have excluded.
From the Carts tab, select the specific cart to see what products your clients have added to their shopping cart.
You can update which products are eligible for the discount when editing the discount in the app.
Stacking Discounts
A client may want to use multiple coupons at once and find that they are not stacking. Coupon codes can be stacked. When a client tries to use multiple non-stackable coupons, the system will automatically select the better coupon offer for the product (highest monetary amount).
Stackable coupons can be added on top of a non-stackable coupon. The discount amount is calculated from the original total price (before any discount).
Client Uploading Photos to an Album
Your client may find an error in applying a discount to an album or other product they are attempting to purchase. Clients who upload photos in the album editor may experience this problem. If the photos are not directly from the Gallery, a coupon code cannot be applied to the product.
In Gallery Setup, checkmark that the Client can add photos in the gallery. Using this method, clients can upload images directly to the gallery and then add them to an album and apply coupons.
