Troubleshoot failed discounts

Troubleshoot failed discounts

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Last updated January 29, 2026 17:18

How to fix common issues your customers may experience when using discounts.

If customers contact you with issues applying discounts, the first steps is to confirm that the order is eligible. Double check the order and discount details, and review the rules for applying and combining discounts. If the order is eligible and customers still can’t apply a discount, review this guide.

Customers can’t apply a discount

This can happen for a few reasons:

The discount can’t exceed the order total. For example, if the order subtotal is $40, a customer can use a $40 off any order discount, but not $41 off any order.
The discount must have a unique code. New discounts can’t have the same code as expired discounts. Review active, scheduled, and expired discounts and change any duplicate codes.
If your store has multiple active discounts that could apply to the customer’s order, they can only be used in certain combinations.

Failed shipping discounts

If a shipping discount isn’t applying:

Ensure the customer has entered a shipping address and selected a shipping method first.
If they see the error message, “This discount cannot be applied to your order,” they need to select More Shipping Options at checkout to enter their address and choose a shipping method before applying the code.
Customers can't apply a free shipping discount if they check out with Apple Pay.

Delete and recreate the discount

As a final troubleshooting step, delete and recreate the discount.

Contact us

If you've tried the ideas in this guide and your customer still can't apply the discount, contact us.

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Troubleshoot failed discounts