Hi. We at Bacon by the Box (www.baconbythebox.com) have a system that when people order for more than €150, “freebies” kick in allowing them to choose products up to the value of €15 from the “freebie” product list. This becomes freebie products to the value of €20 if they order products for between €200 and €299.99, products to the value of €30 if they order for between €300 and €399.99, etc. (see https://baconbythebox.com/pages/how-it-works).
This works perfectly fine for most orders, but we have some cases where customers add their “freebies” and when they finally put their payments through the “freebies” have not been taken into consideration. The person that built our system has checked these specific cases out multiple times, but he says he cannot pick up what the customers are doing wrong or why the “freebies” are not been taken into consideration. His conclusion is that they may be removing the discount when they get to the checkout page.
The end result is that in these cases we end up having to refund the customers.
Has anyone else experienced something similar? Can anyone please assist?
I understand that you have a specific deal set up to offer a free product that customers have to then add in manually to receive. However, in some cases at checkout, something happens whereby the free product is added but the discount code itself is removed or not added.
In testing, this does seem to be the case of user error, but I would like to confirm if at all possible. What would be ideal is if you can reach out to a customer to check what their journey was to accomplish such a feat. Did the discount code not ever appear?
If that is the case, then there might be something wrong with the setup of your discount code. We can make sure of this by getting a specific use case. Can you please share a screenshot of a cart where you thought the discount code should have been applied but wasn’t? Additionally, if you could also share a screenshot of how the discount code looks in your admin, that would help my testing here greatly.
What I am thinking here is that perhaps the customer attempted to add a manual code. Automatic discounts take precedence over discount codes, and customers can’t apply multiple discounts to a single order. Discount codes are unavailable for customers who have an automatic discount applied to their checkout.
Once I get the examples shared above we can do some specific testing. Thanks so much!
Please see attached a few screenshots from the most recent transactions
where the freebies were not added and then a few transactions where the
freebies were taken into consideration.
You will note that with most of the transactions that did not calculate the
freebies, a refund was done for the value of the freebies that did not
deduct. We reimbursed the customers after they notified us that the
freebies were not taken into consideration.
It is very difficult to find out what the customers are doing wrong as it
seems to happen randomly. I have enquired from the last transaction this
happened to (order #7079). She can unfortunately not remember what exactly
she did. Below is her initial email to us.
Kind regards
Dirk
ORDER #BBTB-7079
Hi John,
I have just placed an order. The summary removed the freeby cheese, but the
final order added it back in.
Can you please just increase my order with one more large pack of cheese,
rather than refund, as I should have ordered 2 anyway!