Starting from a couple of months back I started having problems with discount codes.
I have a discount code for promos, it gives a 100% discount on all products and does not have any usage limits. I use it internally to send promotional products to our influencers.
Sometimes it just won’t work for no reason. It would fail to provide a discount with an error message “Enter a valid gift card”. It seems to me that it might fail when there are certain products added to the cart. If I remove those, it works. I thought it might be due to the fact that said products were introduced after the discount code was created. So, I recreated it, but this didn’t help! At the moment, I’m completely baffled and can’t seem to find any pattern that would be indicative of which products would make it fail. Seems to be utterly random.
I then proceeded to create a separate 100% discount code with no usage limit that would only give discounts on a given set of products that seemed to be causing problems. But this also didn’t help! The new code specifically targeted all the items added to the cart, yet I saw the same “Enter a valid gift card” error message again.
Given that these codes give 100% discount, I can’t really share them publicly.
Most recently, I made a promo giveaway on my Insta, with people winning €200 gift cards. One of the winners has her gift card not working, probably due to the same issue with certain products. That means that the fixed amount discount codes are also affected.
Please help me troubleshoot this! It is really impacting the business right now. Many thanks in advance!
Thank you for reaching out and bringing this to our attention.
I understand that you’re experiencing an issue with applying a discount code across all of your products. Just to clarify, were the products that you’re experiencing an issue with recently added to the store? Or, does the issue happen across various products?
I wasn’t able to see anything wrong with the discount conditions. However, since you’ve mentioned that the problem persists after recreating some of the products, then it might be worth toggling the discount to see if that can help resolve these issues. Have you tried deactivating and reactivating the discount?
If the reactivating the discount doesn’t resolve the issue, then it looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit the Shopify Help Center and log in to your account to create a support request.
Thanks for sharing your store URL as well, and I think your store looks amazing! Have you considered using something like Shopify Inbox to interact with customers live on your store? Also, do you have a marketing plan prepared for your business?
Creating a new discount code with the same conditions
Creating a discount code with different conditions that would yield the same result
I have not tried to recreate the products though, do you think I should try to see if that helps?
Is there anything in particular I should pay attention to when creating the products?
If this doesn’t work, I’ll make sure to file a support request at the Help Center as you proposed.
Thank you for the praise! I’m using another solution for my customer support already and have a pretty extensive setup there. And I do have a marketing plan in place.
My apologies for the confusion with recreating products, and I’m glad you’ve already tried toggling the discount codes. Instead of recreating or deleting the products, which could affect past orders and reports, you can try toggling the product status by deactivating and reactivating the products. You can also try managing the sales channels for affected products by removing them and putting them back. However, it’s important to remember to save these changes before putting the products back onto the sales channels.
If neither of these solutions can help resolve this glitch, then it would be best for you to reach out to us and create a support request. From there, we’d be happy to request our Technical team to take a closer look at your account.
I’d love to hear if toggling the products can help resolve this issue, or whether our Technical team can help you resolve this issue. Please keep me posted!
I tried to follow your advise and toggle the product state from active to draft and back again. Unfortunately, it didn’t help and the issue still persists.
What is more, I have found out a really strange pattern of the error. Consider that Evil Eye Anklet example. The code only breaks if I add all three products (actually, different colors of the same product) to the cart at once. Should I apply the code to each of them separately, or add them pairwise (I tried all 3 possible pairs), it works just fine! So, it really is not a specific SKU really, but rather a certain combination of them. Therefore, it seems like the fix cannot come about on the level of a given product.
I will proceeded to file a technical support request.
