Main issue: Shoppers receive a 5% off $25+ email despite no active store discount codes, and some report not seeing a coupon field at checkout. Merchant has been issuing partial refunds.
Support steps: Requested example of the email (suspected to be a Shop Pay-related offer, i.e., Shopify’s accelerated checkout/marketing). Due to privacy, details were shared via direct message after the user gained messaging access.
Latest update: Support visited the store, added a product, and confirmed the discount code field is present on the checkout page (under the line item). A screenshot was provided showing where customers should enter the code.
Outcomes/next actions:
No change needed to “enable” a coupon field; it already exists.
Customers should apply the emailed code in the existing discount field.
If the promo is a Shop Pay offer, merchant may need to review/adjust Shop Pay or marketing settings; the exact source of the email remains to be confirmed.
Status: Partially resolved (field location clarified). Open questions: origin of the automatic email and how to manage/disable it if desired. Images are central to locating the discount field.
Shopify is running a 5% off $25 or more coupon email automatically (I believe it may be the case that it is being emailed when a shopper leaves our site and something is still in their cart) but we do not have any “active” coupon codes and thus their is no field to enter in this 5% off coupon code.
We have had several complaints about this and I have had to resort several times to apologizing and offering a 5% partial refund after purchase in lieu of the coupon. Other customers might not be bothering to complain, but instead may be getting turned off entirely because they can’t apply the coupon to their order that is promised to them.
What are our options? Can we turn on the coupon entry field without adding any official coupons, since this one is already running “in the background”? I personally do not have access to the part of the site to create coupons, and my manager is wondering to me about how to avoid these complaints by enabling a coupon field.
Happy to look into this. Do you happen to have the email where you are seeing this marketing discount? This sounds like a potential Shop pay related offer. Also, your checkout should have the ability to enter a coupon code. If you can provide me with your store URL I can take a peek.
Clicking on my username should bring this option up or you can click on the private messages icon located in the top write and compose a new private message, and select my username.
Thanks for your reply. I don’t seem to have either of those options. Perhaps can you start by sending me a dm? Or, can you email me at timothy.ohearn@prismcare.ca ?
Sorry for the delay there. I visited your store, added a product, went to checkout and was able to see the field to at a discount code in (under the line item product):
This is where your customers would enter the discount code you are sending them via email in. If there is anything else I can help you with, please let me know.
