Why are my discount codes not functioning properly?

Shopify Discussion
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1

Hi,

ALL my discount codes (my own and the ones generated by Omnisend) have stopped working.

Customers get this message :

“XXXXX couldn’t be used with your existing discounts. You already have a better combination.”

They are not trying to combine with anything else.

They are active, not expired and conditions are met if any.

Please advise.

Thanks

2

Thank you Ritchie but yes the discount codes are set up correctly, they have been in used for years and no changes has been done to them, they just have stopped working at some stage and yes they are still active and has not expired.

I DO want to contact Shopify support but when I try it forces me to the resources of the help center or to the community hence me posting today! Let me know how to contact support (an email, a contact form, a chat somewhere?) please, may be I sound stupid but I never had to do it in years and as mentioned above when I try it takes me here, cheers.

3

Hi, @Phildel .

When did you start seeing the error messages in regards to the discounts?

We’ve recently launched the ability for merchants to combine discounts on their store. While this is still in early access, the error message you mentioned sounds like it’s related to this feature, so it’s possible that your store has been included in our early access. You can find more information about discount combinations on our help guide here.

As the guide above explained, at this stage the system will only support three discount combinations natively:

  • Product discount + Product discount: Note that the discount needs to be applied to different items in order for this to work.
  • Product discount(s) + Shipping discount.
  • Order discount + Shipping discount.

If any of the following discounts appear on your store, an error message will be presented as we don’t currently support these types of combinations:

  • Product discount + Product discount applied to the same item(s): When product discounts apply to the same line item the best discount is applied.

  • Product discount(s) + Order discount.

  • Order discount + Order discount: Two order discounts cannot be applied to the same order.

  • Shipping discount + Shipping discount: Only one shipping discount can be applied.

Is it possible that the Omnisend app has a currently active discount on your store, that you may not be aware of? You can open the app to check if there are any potential discounts, particularly automatic ones, that may be the culprit of this issue.

If you need to speak with one of our Live Support team members so that we can investigate your discount settings in more detail, you can do so by contacting us via the Help Center here. Once logged in on your store in the Help Center, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our Live Support team can then securely access your store to assist further.

Let me know if you’re still having issues with contacting our Support team.

In the meantime, if you’d like some ideas on discount strategies for the future, feel free to have a good read of our blog here. Once your discount is working as intended on your store, make sure to also keep an eye out on your discount analytics. This will allow you to understand which discount strategies have worked, and will help you tailor a strategy that works best for your business moving forward!