Troubleshooting Coupon and Promotion Code Problems

Note: This article is for troubleshooting existing coupons. If you need help creating a new coupon or promotion, see the separate Coupons setup article.

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1. The code is accepted, but the discount isn't actually deducted from the charge

What you'll see: The customer enters a valid promotion code, the cart and receipt both show the discount, but when the payment is authorized or charged, the customer is billed the full (pre-discount) amount.

For example, a cart total might show as reduced after the code is applied, yet the pre-authorization or final charge comes through at the original, higher amount.

What's likely happening: In these cases the discount is displaying correctly but is not being carried into the amount sent to the payment processor. This is not something you can fix from the store settings — it needs to be checked on the specific order.

What to do: Contact WSM Support and include:

• The order number

• The coupon/promotion code that was used

• The amount shown in the cart/receipt versus the amount actually charged

Support can review the order and correct the charge.

Tip: If the same code is authorizing the correct amount on other orders, mention that too — it helps narrow down the cause.

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2. A coupon that used to work for certain categories or products stops working

What you'll see: A coupon that was previously limited to specific categories or products suddenly reports as "not valid," stops discounting the items it used to, or a newly created promotion that looks identical to a working one doesn't apply.

What's likely happening: The coupon's category or product scoping may have been reset or wiped, so the code no longer matches the items it's supposed to apply to. When that scoping is missing, the promotion can behave inconsistently — applying to everything, nothing, or being rejected as invalid.

What to do: Contact WSM Support and include:

• The coupon/promotion code

• The order number (if a customer already hit the problem)

• The categories or products the coupon is meant to apply to

Support can check the coupon's configuration and restore the correct scoping.

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3. The "Promo Code" field is missing from the cart page

What you'll see: Customers have no place to enter a promotion code on the cart page — the "Promo Code" field is gone or not displaying.

What's likely happening: The field that lets customers enter a code has been removed or is not rendering on the cart page. Without it, valid codes can't be entered no matter how the promotion is set up.

What to do: Contact WSM Support with a link to your cart page and let them know the Promo Code field isn't appearing. Support can restore the field so customers can enter their codes again.

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4. Bulk-importing a large batch of unique, one-time-use coupon codes

What you'll see: You're running a program — for example, a military or first-responder discount — that requires a large batch of individual, single-use codes. Creating these one at a time isn't practical.

What's likely happening: Large sets of unique, one-time-use codes are best loaded in bulk using an import template rather than entered manually.

What to do: Contact WSM Support and let them know:

• The number of codes you need

• The discount value each code should apply (percentage or amount)

• Any restrictions (categories, products, or one-time-use limits)

• Your intended start and end dates, if applicable

Support can provide the correct import template and help you load the batch of codes.

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Before You Contact Support

To get the fastest resolution for any coupon issue, have these details ready:

• The order number (when a specific order is affected)

• The exact coupon/promotion code

• A short description of what you expected versus what happened

Providing these up front lets our team review the order or coupon and correct it without back-and-forth.