Discount Code Not Working / Not Available for a Customer

New Member
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Hi there,

A customer had trouble checking out with her discount code. She is on the list of customers where the code is valid for, and other orders from the same list have come through successfully using the same code.

I even tried setting up a discount code specifically for her and it still doesn't work when she tries to check out. She gets a message saying that the discount is not available to her.

Would you please kindly advise what might be the issue?

Thank you!

Agnes

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Shopify Staff
Shopify Staff
928 65 150

Hi, @agneswong 

I'd be happy to look into this for you!

Have you confirmed that this customer is checking out with their email address? You can verify this by checking their abandoned cart under Orders > Abandoned checkouts. 

You may have the setting enabled where customers can check out with their phone number or email address. If so, ensure this customer is utilizing their email address when checking out. 

Let me know if this helps! 

Elle | Social Care @ Shopify 
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