'online store' discount applied to only some customers

[micksbarry]

HI, having an issue with discount codes.  The code I have set up only applies the discount to those who shop via 'online store' - but how else do you shop if not online, all our orders are online so how would anyone else shop?

Completely confused and obviously having lots of customers complaining they can't get the discount but I have no idea how to apply to all sales rather than just 'online store' sales.  Shopify help said it was something to do with another app that is on there for EU customers but I don't think that is the case at all.  We have a large proportion of our orders that are not via 'online store' but I am unsure how else they access the store if that makes sense.  Help!

[micksbarry]

Well I can't share real orders with you due to confidentiality and I have checked settings on my discount.  But on the 'orders' page you can see various orders come up in the sales channel 'online store' - these orders always have the discount applied.  All the other orders are blank in the 'sales channel' column of the 'orders' page and they don't have the discount applied.