Discount code not working reply templates
A broken discount code happens at the exact moment someone is ready to pay, so the reply needs to be fast and fix the sale, not just explain. This template covers the common reasons a code fails, offers to apply the discount manually, and has a variant for an expired code that's still generous without setting a precedent.
;cs-code-fix;cs-code-fix in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
When you've fixed it manually.
When the code ended and you want to be fair without promising it forever.
When to use it
- A customer says a promo or discount code won't apply at checkout.
- A code has expired and the customer missed it by a little.
- You've fixed the discount manually and want to confirm it.
What to avoid
- Don't blame the customer for typing it wrong, even if they did.
- Don't extend an expired code publicly. Make a single-use one if you're being generous.
- Don't leave them waiting. If you can't fix it quickly, apply the discount manually.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- Minimum order
{fill:Minimum order} - The minimum spend, e.g. "$50", or delete the line.
- What you found
{fill:What you found} - What's wrong, e.g. "the code is set up for the annual plan only".
- Cursor
{cursor} - Where your cursor lands after the snippet expands, so you can start typing the personal part straight away.
- Your name
{fill:Your name} - Your first name.
- Discount
{fill:Discount} - e.g. "20% off".
- End date
{fill:End date} - When the code expired.
- New code
{fill:New code} - A one-off code you've created.
- Date in 3 days
{date+3} - Inserts the date 3 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
Tips
- •Leading with the common reasons often solves it before you've finished investigating.
- •{date+3} gives a short deadline on the one-off code, which keeps it from being shared around.
- •If marketing launches codes often, have them add the minimum order rules to the shared snippet.
Works in Shopify inbox, Gorgias, Intercom, Gmail and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Agree a rule for expired codes (for example, honour within 48 hours) and put it in the team pack, so customers get the same answer whoever replies.
See Retext for TeamsQuestions
Why isn't a discount code working?
Common reasons are extra spaces, a minimum spend, items already on sale, an expired code, or a code limited to certain products or plans.
Should support honour an expired discount code?
It's a judgment call. Many teams make a short-lived, single-use code if the customer only just missed it, which is fair without making the expiry meaningless.
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Type ;cs-code-fix, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
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