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Changing discount codes at checkout

MollyDollyCraft
New Member
2 0 0

Hi,

  I've got multiple discount codes available, which I understand can't be stacked (I don't want them to be). However, there's no option to change the discount code used once one has been entered in the box. For example, I've just had a customer use a buy one get 10% off the second code, but they've then discovered the sign up 10% code where they can get 10% off everything and wanted use that instead, but it won't let them enter the code to use that one instead.

  The only way it looks like they'd be able to use a new code, is to start again from scratch. All my items are custom, that require personalisation details, so it's not ideal.

  Is there any app that can remove the discount code from the order, so that they can then enter a new one?

Replies 38 (38)
Sophia
Shopify Staff
Shopify Staff
1181 81 140

Hi, @MollyDollyCraft!


Sophia here from Shopify. Welcome to the Shopify Community!

Was your customer using desktop or mobile when they entered the original discount code? On a mobile device, the discount code field can be revealed by tapping "Show order summary." Either way, your customer will be able to change the discount code on the Information stage of the checkout (where they'll also be entering their email address and shipping details).

The discount code applied to the checkout should have an 'x' beside it that you can select to remove the code. Otherwise, the code can be replaced by typing a new discount code into the box and selecting "Apply". Here's a screenshot from my test store to give you an idea of what it should look like:

29-36-6lqje-lj2ew

 

 



However, if the BXGY discount the customer used is an automatic discount, there is no way to override it in the checkout. Automatic discounts always override manual codes. Let me know what type of discount code was created and I'd be happy to take a closer look if it isn't functioning as expected.

 

Sophia | Social Care @ Shopify 
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MollyDollyCraft
New Member
2 0 0

Thank you! I'd set it up as an automatic discount last year, but decided to change it to a code and forgot to disable the automatic one. Doh! I've now removed the automatic one and it's showing the option to delete the discount code.

Sophia
Shopify Staff
Shopify Staff
1181 81 140

Oh, wonderful! I'm happy to hear it's working. I hope that code brings continued success for your store. I'm here if you have any other questions 🙂

Sophia | Social Care @ Shopify 
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DMill
New Member
1 0 0

I'm in a similar situation - but I'm looking for a way to let customers override a discount code - I want the main promotion to auto-populate, but allow the customer to choose a different code if they want to. Understanding this is not something shopify offers - is there an app that would let me add this?

 

Thank you!

Dana

Sophia
Shopify Staff
Shopify Staff
1181 81 140

@DMill wrote:

I'm in a similar situation - but I'm looking for a way to let customers override a discount code - I want the main promotion to auto-populate, but allow the customer to choose a different code if they want to. Understanding this is not something shopify offers - is there an app that would let me add this?

 

Thank you!

Dana


Hi, Dana! 

I'm not sure if there's an app that can override automatic discounts, but I will do some research and let you know what I find. Can you tell me a bit more about the specific use case here? It'd be great to learn more about the types of promotions you're looking to offer your customers.

Sophia | Social Care @ Shopify 
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lecoqsportifza
New Member
1 0 0

Hi Sophia, 

 

I have the same question as @DMill. We are currently running a sale on our store and we have special clients with coupon codes as well (which allows them to shop a larger discount as our sale). Is there a way that these customers can choose to shop the automated sale or shop with their coupon codes? 

 

Looking forward to your feedback. 

Sophia
Shopify Staff
Shopify Staff
1181 81 140

@lecoqsportifza wrote:

Hi Sophia, 

 

I have the same question as @DMill. We are currently running a sale on our store and we have special clients with coupon codes as well (which allows them to shop a larger discount as our sale). Is there a way that these customers can choose to shop the automated sale or shop with their coupon codes? 

 

Looking forward to your feedback. 


Hey, @lecoqsportifza.

Sophia here from Shopify. Welcome to the Shopify Community!

At this time, manual discount codes cannot be applied to the cart if there is an automatic discount already applied. Automatic discounts always take precedence over manual ones. Do your current promotions apply to the same products? There might be a third-party app that can help you out either with combining discount offers or overriding discounts. I'd be happy to take a look for you if you can tell me a bit more about the offers you'd like to provide.

Sophia | Social Care @ Shopify 
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Risa
Shopify Partner
327 16 37

@lecoqsportifza 

 

App Selly can offer multiple automatic discounts for your store:

 

https://apps.shopify.com/selly

 

It also has an option to enable discount code input in cart, so that if customers have a discount code, they can apply it right there.

Then a combined discount is generated at checkout.

You should turn off your Shopify automatic discount, then the autofilled discount code can work.

★ SELLY UNITED - The front solution to increase sales for online store and POS - https://apps.shopify.com/selly
Franbee23
New Member
2 0 0

I am having the same problem. I just tried myself, to make a purchase on my website, because I have different codes for different purposes. But the automatic code seems to be the only available code at checkout. there is no option for delete this code (the X next to the code) when I do that. 

Sophia
Shopify Staff
Shopify Staff
1181 81 140

@Franbee23 wrote:

I am having the same problem. I just tried myself, to make a purchase on my website, because I have different codes for different purposes. But the automatic code seems to be the only available code at checkout. there is no option for delete this code (the X next to the code) when I do that. 


Hi, @Franbee23.

Welcome to the Shopify Community!

Automatic discounts take precedence over discount codes, so customers will not be able to apply a discount code if there's already and automatic discount active on the store. In this case, the automatic discount would need to be deactivated in order for customers to use manual codes instead. Please let me know if you have any questions about that.

Sophia | Social Care @ Shopify 
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Franbee23
New Member
2 0 0
So how can i change your the settings on it so it will not be automatic?
Sophia
Shopify Staff
Shopify Staff
1181 81 140

@Franbee23 wrote:
So how can i change your the settings on it so it will not be automatic?

The automatic discount will need to be disabled in order for customers to enter a discount code at checkout. Under Discounts > Automatic discounts in the admin, you'll see a 'Disable' option right underneath the discount title. Here's an example of what that looks like with an automatic discount from my test store:

20-08-di0c2-0w5sw

If you still need to offer the promotion that was set up as an automatic discount, you can create a discount code for it instead. If you have any questions about how this will work for your store or how to communicate the promotions to customers, please feel free to share some details about the promotions you're offering here and I'd be happy to discuss it further with you.

 

Sophia | Social Care @ Shopify 
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EarthToLife
Excursionist
12 1 8


So today, I had an old lady on the phone wondering how she could change her checkout code (they were all discount-codes NOT auto-discounts) 
From a desktop - I tried everything with her...

Refresh the page... empty your cart.... try incognito mode and refill everything 

I told her there should be an X she can cross out the code and try again - there was not (maybe on mobile i read somewhere here prior)
But NOT on a (windows or an Apple) desktop (both using chrome ) 

It was a nightmare and a time waster and she felt like it was our fault 

Please address this or tell me what to inform the customer next time this happens
"Shopify please add an X to close ALL or ANY DISCOUNT CODES at checkout on all devices for the customers sake"

Kind Regards
ETL


Sophia
Shopify Staff
Shopify Staff
1181 81 140

@EarthToLife wrote:


So today, I had an old lady on the phone wondering how she could change her checkout code (they were all discount-codes NOT auto-discounts) 
From a desktop - I tried everything with her...

Refresh the page... empty your cart.... try incognito mode and refill everything 

I told her there should be an X she can cross out the code and try again - there was not (maybe on mobile i read somewhere here prior)
But NOT on a (windows or an Apple) desktop (both using chrome ) 

It was a nightmare and a time waster and she felt like it was our fault 

Please address this or tell me what to inform the customer next time this happens
"Shopify please add an X to close ALL or ANY DISCOUNT CODES at checkout on all devices for the customers sake"

Kind Regards
ETL


Hi, @EarthToLife!

Thank you for sharing this experience here. It sounds like both you and the customer were understandably frustrated with this. I know how important it is for customers to have an intuitive experience with the online store checkout, and I'll ensure that our developers have received your feedback about the option to remove discount codes on mobile devices.

The desktop version of the online store checkout does have an 'x' beside the discount code (as noted in this reply). If you don't see this on your store, please let me know which theme you're using and share the store URL here so I can take a look.

In the event that the 'x' does appear but a customer is struggling to find it, you can send them a screenshot of what it should look like to help them out, or even better, you can create a draft order for them with the correct discount and ask them to check their email for the checkout link instead. I don't see many customers having this issue on desktop, but I hope that this is a helpful workaround in case it's ever needed again.

Was this particular customer eventually able to complete their checkout?

Sophia | Social Care @ Shopify 
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LukaszWiktor
Shopify Partner
292 19 99

Why is the automatic BXGY discount enforced? 

I also hear customers complaints about the fact that they can't apply a more favorable discount code manually when an automatic discount code is active. 🙁

I'm a software engineer. I make things happen automatically.
Check out my apps Exporteo, Fulfilleo, Stockeo, and Personal Discount.
JohanNiche4All
Tourist
6 0 4

Pls fix your discount problems Shopify. The customer experience i great for most part on shopify, but this is one of the worst possible functions to not have, stackable and/or overrideable discounts. Just fix it! This works smoothly on other plattforms as a standard feature. Like it should be. No app does a good job either on it because its becoming a very noticeable externat feature. Pls tell us when its fixed so I/we can make a decision to stay or leave shopify before it goes to far. We are loosing customers on our sites and it takes a lot of frustration och your customers and cutomers to your customers! Think about that. 

Sophia
Shopify Staff
Shopify Staff
1181 81 140

@JohanNiche4All wrote:

Pls fix your discount problems Shopify. The customer experience i great for most part on shopify, but this is one of the worst possible functions to not have, stackable and/or overrideable discounts. Just fix it! This works smoothly on other plattforms as a standard feature. Like it should be. No app does a good job either on it because its becoming a very noticeable externat feature. Pls tell us when its fixed so I/we can make a decision to stay or leave shopify before it goes to far. We are loosing customers on our sites and it takes a lot of frustration och your customers and cutomers to your customers! Think about that. 


Hi, @JohanNiche4All.

I appreciate you expressing your concerns here. Can you tell me a bit more about the apps you've tried so far and the types of promotions you're creating that need to be stackable? I want to make sure our developers are considering your specific use cases.

While I can't provide an estimate for when stackable discounts or the ability to override a discount might be built-into the admin's Discount settings, all updates to the platform will be posted on Shopify's changelog.

Sophia | Social Care @ Shopify 
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JohanNiche4All
Tourist
6 0 4
Hi, its really easy actually. We always sell a three pack perfume with the
deal buy 2 get 1 free. A very good offer that makes the customers get the
high value threepack. This we of course have as an automated discount as it
will always be so.

Then we sometimes do discounts when we work with instagrammers, have loyal
customers etc. The way you are set up this never works.

We are only doing the three for two on 30ml bottles so only on a variant of
the product. We have used two different e-commerce stores earlier and both
of them were no problem and actually in the basic stores. It's a
really good way for us to convert customers.

Now we can't even do a discount on our get back to your cart emails
because the three pack is almost always there!

You really need to fix this, you have an amazing store for international
buyers, but this feature should really be there, it's ridiculous that it
isn't actually.

Have tried several apps, but for the feature they are crazy expensive and
look like they are not a part of the store. Seems unprofessional.

PLS, let some of the managers of marketing and sales strategy on Shopify
know that you don't have this simple feature, then it should be fixed
pretty fast......

If you give us the tools to convert customers, you will be rewarded in the
long term. This can be a deal breaker for us.....

Thank you so much for your support. Don't hesitate to call me or email me
if you need anything more.

With Love
Johan
CEO
@Niche4All
+46 793200185
Sophia
Shopify Staff
Shopify Staff
1181 81 140

@JohanNiche4All wrote:
Hi, its really easy actually. We always sell a three pack perfume with the
deal buy 2 get 1 free. A very good offer that makes the customers get the
high value threepack. This we of course have as an automated discount as it
will always be so.

Then we sometimes do discounts when we work with instagrammers, have loyal
customers etc. The way you are set up this never works.

We are only doing the three for two on 30ml bottles so only on a variant of
the product. We have used two different e-commerce stores earlier and both
of them were no problem and actually in the basic stores. It's a
really good way for us to convert customers.

Now we can't even do a discount on our get back to your cart emails
because the three pack is almost always there!

You really need to fix this, you have an amazing store for international
buyers, but this feature should really be there, it's ridiculous that it
isn't actually.

Have tried several apps, but for the feature they are crazy expensive and
look like they are not a part of the store. Seems unprofessional.

PLS, let some of the managers of marketing and sales strategy on Shopify
know that you don't have this simple feature, then it should be fixed
pretty fast......

If you give us the tools to convert customers, you will be rewarded in the
long term. This can be a deal breaker for us.....

Thank you so much for your support. Don't hesitate to call me or email me
if you need anything more.

With Love
Johan
CEO
@Niche4All
+46 793200185

Thank you so much, Johan! I have submitted this use case to our developers for further consideration. 

Has the ongoing buy 2 get 1 free promotion always been an automatic discount? I understand that the ideal solution would be the option to replace the automatic discount with a discount code when needed, but I'm wondering if you might be able to turn the buy 2 get 1 free promotion into a discount code as a workaround rather than using third-party apps. Some stores will have a promotions page detailing current promotions and how to apply them, and that could be a good place for the ongoing promotion to live if it isn't being applied automatically. Would something like that potentially work for you and your customers for the time being?

Sophia | Social Care @ Shopify 
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