Discount code has gone wrong in checkout - I OWE customer money???

[MrPaul_McCaw]

A customer has used a free shipping discount code, but the discount code seems to have ended up going wrong somehow. I appear to OWE HER money now???

Never an  issue before with this discount code. Any ideas what has happened here?

 

[Victoria]

Hi, @MrPaul_McCaw.

Thanks for reaching out!

I understand when viewing your orders page you're seeing the message Balance (you owe customer) after they've used the free shipping discount code. 

I would like to assure you that this issue has been reported to our developers who are actively working to have this resolved. We are aware that incorrect amounts are appearing within the Orders page of the admin, order confirmation emails and the Analytics > Reports section. Our developers are still currently investigating the cause of the issue. 

We understand how important this is to have this resolved for you and your customers. Please keep an eye out on our community forums and social platforms for updates once the issue is resolved. 

Let us know if you have any further questions or need assistance with other areas of your store.

[ridgem]

Hi Victoria,

I had a store experience the same issue, specifically where the free shipping discount was equal to 3x of the actual shipping charge. Both orders that experienced this issue were on May 5th 2022.

We received an order today that qualified for the discount, and the issue seems to be resolved (the shipping discount was equal to the shipping charge). Can you confirm?

[Victoria]

Hi, @ridgem.

Thanks for joining the thread!

I understand you've also experienced the same issue that affected orders in your store last week. I've been updated by our developers that the issue from last week has since been resolved and should not impact new orders placed on your store.

However, already impacted orders are still being reviewed by our team. Our developers are still working on a fix and this should be resolved soon. 

If you have any further questions feel free to thread them here.