Why is the discount code not working and shipping not available?

Josieh123
Visitor
1 0 1

Hi team,

We have received some complaints from our customers stating that the discount code provided was not functioning as expected and that their addresses were either not supported or that we were unable to ship to their location.

Please advise.

Thanks,

Replies 4 (4)

flareAI
Shopify Partner
2405 223 535

Hi @Josieh123,


I am Gina from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot.


Here are some steps you can take to address the issues with the discount code and shipping.


1. Check the discount code
Verify that the discount code is still valid and has not expired. Also, double-check the terms and conditions of the discount to ensure that it is applicable to the products the customer is purchasing.

2. Check shipping settings
Make sure that you have set up your shipping settings correctly, including the countries you ship to and the shipping rates. Ensure that you have included any applicable taxes and duties for international shipments.

3. Contact the customer
Reach out to the customer who reported the issue and apologize for the inconvenience. Ask for more information about their specific problem with the discount code or shipping address, and work with them to resolve the issue.

4. Test the checkout process
Run some test orders yourself to ensure that the checkout process is functioning correctly and that the discount code and shipping options are working as expected.

5. Review your policies
Take a look at your store policies regarding shipping and discount codes and make any necessary updates to ensure that they are clear and easy to understand for customers.


By taking these steps, you can help ensure that your customers have a smooth and positive shopping experience on your Shopify store.


Gina

flareAI : Get Sales from Google Search, on Autopilot
$10+ billion in eCommerce on Google Search, every day. Find out how much you are missing

Jon-Joybrella
Shopify Partner
26 2 7

Almost sounds like it may be a problem with your shipping module, not the coupon code. Without being able to see that myself, it's hard to say. I would definitely follow @flareAI's advice and reach out to the customer, find out the steps they took to see the error, and then replicate it yourself. That should tell you enough to fix it.

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EAMedia
Tourist
6 1 0

Hi, you need to check your shipping settings to make sure your have selected their region as part of your delivery zone... This should fix the issue

Ollie
Shopify Staff
2332 454 397

Hey @Josieh123.

 

Thanks for reaching out.

 

Since we cannot authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to look into the specifics. In this case, I would suggest reaching out to our live support with this context to have a further look into the online store setup.

 

You can get in touch with our live support by logging into your online store using the Contact Us page. This will allow us to securely verify you as the store owner.

 

Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the situation.

 

Let me know if you have any questions.

Ollie | Social Care @ Shopify 
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