NO discount and free shipping notifications

[KarenFaulkner]

We give out discount codes and offer free shipping over $150 purchase. 
People are calling asking why they are being charged for shipping if their order if over $150. 
Some customers have used a discount code already so we assume that's why they are charged shipping. 
The website still tells them that their order qualifies for free shipping. 
BUT shouldn't there be a pop up notice on the website that tells them they can't use both discounts?
They need to be able to choose their discount. 

[Holly]

Hi @KarenFaulkner 

If I understand correctly, you have a discount code for order/product amounts as well as free shipping, is that right? Can you confirm how your free shipping is set up? Is it a discount code, automatic discount or shipping setting?

I'd like to preemptively let you know that combining discounts is possible, you just need to make sure that each discount code/automatic discount has the appropriate combination settings checked off. 

For instance, if you have a discount off the total amount of the order AND a free shipping discount, you need to make sure that they are set to combine with each other's discount type.

The order amount discount will need this to be checked off:

The shipping discount will need this to be checked off:

 If you have a different set up, please share it with me and we can make sure it's all set up appropriately.

Cheers!

[KarenFaulkner]

Thanks for the information but we do NOT want the discounts to combine. 
And they are not set to combine.
Sometimes when they use both discounts we are either going in the hole with the sale or not making much at all due to where it's shipping to. 
There is a 10% off code if the customer has it to use. 
There is also free shipping on orders over $150.
When a customer goes to check out it shows that the order has fulfilled the $150 or more and their order qualifies for free shipping. But when they go through check out it charges shipping,....probably due to the fact that they've also used a discount code. 
There's no pop up to tell them that they can't use both. 
We could put a notice on there saying they can't be combined but if Shopify is saying the order qualifies for free shipping it confuses people. 

[Holly]

Thanks for all that context, @KarenFaulkner .

I'm still not clear on whether or not your free shipping is a discount or a shipping setting. In either case, if a customer is not clearing the $150 threshold after the discount code for 10% off, it will not go through as free shipping. There is no way to generate a pop-up during the checkout process to notify the customer that they are no longer eligible for free shipping. The checkout backend code is tightly secured to protect customer information and therefore cannot be customized. Your best bet would be to put a disclaimer along with the 10% discount code.

[KarenFaulkner]

The free shipping is a setting. 
Orders over $150 are to receive free shipping. 

[Holly]

I see - thanks for clarifying. It could be worth your while to install a pop-up application such as Privy to announce the requirements for free shipping. Another option would be to add the disclaimer in the email your customer receives for the 10% off discount code. If you set the expectation when they receive the code, they are more likely to avoid the issue. If you need more guidance on the latter option, let me know.

Cheers!