I’ve asked this before but never got what I needed to fix this issue.
This customer has entered a discount code (ONLINE10) and then also got free shipping
for their order. We do NOT have it set up to use both together but on occasion it still allows it.
This was not cheap.
Topic summary
Issue: A customer applied a 10% discount code (ONLINE10) and also received free shipping, even though discount stacking (combining multiple discounts) was intended to be blocked. The incident was costly.
Context: A screenshot indicates free shipping may have been triggered by a shipping rate rule offering free shipping above a certain order value.
Recommendations:
- Add a maximum order value cap to the free-shipping shipping rate to prevent large, expensive orders from qualifying for free shipping.
- If free shipping is offered via a “free shipping discount,” review its “combinations” settings and uncheck any boxes that allow combining with product or order discounts.
Support limitations: Community support cannot authenticate or access store settings. For persistent issues after changes, contact Authenticated Support via the provided link for direct troubleshooting.
Status: No confirmed resolution in-thread. Action items are to adjust shipping rate caps, verify discount combination settings, and escalate to authenticated support if the problem can still be replicated.
Hi there, @karen1pdfk . Thank you for taking the time to reach out to the Shopify Community today with this situation around your shipping settings and discounts. My name is Imogen. It’s good to meet you!
To set some expectations for you here, we’re unable to authenticate users here in the Community, so I’m unable to access your store to assess how you have your shipping settings and rules set, nor am I able to see how you have your discounts set up.
Based on your screenshot, it looks like you have a shipping rate set up to provide free shipping for orders past a certain value, which was activated due to the value of the order placed. You should consider adding a ‘maximum value’ to this free shipping rate so you can mitigate these incurring these large shipping costs when customers place orders so large that shipping becomes uncomfortably expensive for your business.
If you believe that this free shipping rate was provided as a ‘free shipping discount’ that you set up, you’ll want to confirm in your settings for this free shipping discount that you don’t have any of the boxes checked in the ‘combinations’ section for this shipping discount. If they are checked, un-check them, as this will prevent this shipping discount from being able to be provided with any product or order discounts.
If neither of these solutions help you resolve the issue, or after you make these changes you’re still able to replicate both discounts applying, please reach out to our Authenticated Support Team so they can troubleshoot and provide you with support.
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