Accepting credit cards, warehouses, and shipping and fulfilling orders
Hello. We are having an issue with a particular customer who is using nonexistent coupon codes to get free samples of our products. He places an order, pays in full, then a couple days later places another order for a sample where he gets 100% off. He has done this twice. The discount code he uses does not exist and we have searched all possible apps that could have automatically generated a code, but to no avail! I thought perhaps it was an abandoned cart email issue, but no. In fact, when we look at the order conversion summary, it states that he "returned 2 items" but that isn't true. Is this some sort of weird loophole he found to get free items?
Hi there @alyssagriego. Thank you for posting this question! I completely understand why you'd want to figure out what is happening.
If you don't have any discount codes set up and there are no apps generating discounts this definitely shouldn't be happening. In this case I would recommend reaching out to our live support on this page so that our Support Advisors can review these orders and your account in more detail. I'm not able to see these details over the Community, but they should be able to see what has happened with these orders and help you out further.
Steps to contact a Support Advisor:
Please let me know if you have any other questions!
Erin | Shopify
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Hi, something similar is happening to us. Were you able to figure out the reason or get a resolution from support?
Did you get to a solution on this problem @Megan331? Frustrating I'm sure. I don't have a solution but I'm fascinated by the problem and interested in the cause and fix!
Yes, we were able to figure this out. We had a customer who was using codes that they should not have had access to for discounts. However, when we looked, the codes they were using didn't exist. Before Shopify, we were using WooCommerce and had an app that was generating random codes. When those were imported into Shopify they were displaying one way, but when you actually opened the code it looked the way that the customer was using them. Shopify was not able to explain why the code was essentially showing as two separate codes and why the codes the customer was using worked, but we were not able to search for them. We ended up end dating all of the old app generated codes.
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