Discount Code Box missing

Solved
CFLHolly
New Member
3 0 0

Hi, I have created a couple of discount codes for any product, any customer. If a customer is eligible I ask them to enter the code at checkout. However, there is no discount code box showing. The discounts are active and unrestricted. Please advise.

 

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Sofia
Shopify Staff
Shopify Staff
39 21 2

Hey @CFLHolly

Sofia here from Shopify.

I understand that you have created discount codes for your customer, great job on this! It is a great marketing strategy for both attracting new customers and retaining old ones.

Would you mind specifying if you are using Shopify Checkout or a Third-Party one? The reason I am asking is because:

  • If you are using a Shopify Checkout please bear in mind that the discount code field is intentionally disabled for checkouts originating from draft orders. Since draft orders are often discounted (wholesale, large orders, special circumstances, etc.) this prevents discount codes from inappropriately being added to already discounted orders.
  • Instead, if your checkout is not from Shopify to reach out to the third party who supports the checkout.

However, I'd be happy to test it out for you. Could you please share with me the link to your store and the discount code?

Looking forward to hearing from you.
Thank you, Sofia

Sofia | Social Care @ Shopify 
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CFLHolly
New Member
3 0 0
Hi Sofia,

Thanks for getting back to me. I need the discounts to work for any of the
products but I sent instructions to the customer to follow the link and
enter the discount code in the box at checkout, but no box appears.

As an example I asked the most recent one to go to
https://cambridge-finance.myshopify.com/products/introduction-to-property-development-investment-in-...
and to enter code CFL10 at checkout to get a 10% discount.

Manythanks,

Holly
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Sofia
Shopify Staff
Shopify Staff
39 21 2

This is an accepted solution.

Hey Holly,

That does seem very strange for sure! 

I had a look at your checkout and I will need to ask you further questions in order to investigate better:

  • Did you install any checkout app that may cause an issue? 
  • Would you mind checking if the discount is Active? It may be scheduled for a future date so your customers won’t be able to use it.

From your Shopify Admin go into > Discounts > You will see the list of your discounts and the related status besides the Discount Code.

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our support team here and someone from the team will look into this with you.

Sofia | Social Care @ Shopify 
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Dangerfoxinc
New Member
1 0 0

Hi, 

We are having the same issue. There is no discount code box showing up at anypoint in the checkout process. 

 

I checked to make sure we have active code and we do, but no place to put the codes at checkout. 

 

Please help. 

 

Thank you!

Aaron

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Sofia
Shopify Staff
Shopify Staff
39 21 2

Hello @Dangerfoxinc,

Thank you for checking that the discount code is active. In this case, the issue could be related to one of the following scenarios:

  • IF you use the Draft Orders, THEN the discount code field is intentionally disabled for checkouts originating from draft orders. Since draft orders are often discounted (wholesale, large orders, special circumstances etc.) this prevents discount codes from inappropriately being added to already discounted orders.
  • IF you use Third-party Apps, THEN it seems that using an app belonging to the group of the "Product Options", may cause this unusual behavior. As long as a discount is active, the discount field box would automatically show up on the checkout page. However, these apps create a separate draft order in the Shopify admin when additional options have been included. They then convert that draft order to a "real" order when the customer pays at checkout. This means that the order details seen at checkout come from a draft order and hence there is no discount field on the checkout page. In this case, you would need to decide whether to use either the third-party app functionality or Shopify's, but not both. If you want to use the app, it would be best to reach out to the developers to further assist you. 

Feel free to let me know if it works otherwise we will need to investigate that further.

Thank you, Sofia.

 

Sofia | Social Care @ Shopify 
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CFLHolly
New Member
3 0 0
Hi,

Do we have any progress on this matter?

I spoke to a chap on online chat and he said he would go away and
investigate and come back to me but I have customers waiting to pay! Please
advise.

Thanks
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Sofia
Shopify Staff
Shopify Staff
39 21 2

This is an accepted solution.

Hello @CFLHolly!

I am sure this issue needs to be solved soon.

If you had a conversation via chat with the support, then you should have received a ticket number with the chat transcript, with which you can follow up with the support. Have you received that ticket number? I would recommend checking all the folders of your email (promotions, spam, primary, etc.) looking for the keyword: “Shopify”.

Here, in the community, we are not able to access your internal admin. The reason why we do not share information is that we want to protect your private information.

Feel free to reach out to us again if you have any further questions or to contact the support via email.

Sofia | Social Care @ Shopify 
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 - Ho risposto alla tua domanda? Se si, Scegli Risposta accettata
 - Per saperne di più visita Shopify Help Center oppure Shopify Blog

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