Title:

• Help the customer with a promo code that isn’t working

Content: 

Step 1: Understand the issue

Start by asking the customer:

• “Can you please share the promo code you’re trying to use?”
• “Are you seeing an error message when you enter it? If so, what does it say?”
• “If you’re not sure, feel free to send a screenshot of the error — that will help me troubleshoot it faster.”

Also ask:
    •    “Are you using the code at checkout right now?”
    •    “What items are in your cart?”

This helps determine if the code is expired, misspelled, or not valid for the cart contents.

Step 2: Check the common reasons a code might not work

Let the customer know that you’re going to help troubleshoot. Then walk through the most common causes one by one:

“Here are a few things that might cause a promo code to not apply:
    •    The code has expired
    •    The items in your cart aren’t eligible for this promotion
    •    There’s a minimum spend that hasn’t been met
    •    The code was entered incorrectly (e.g. spacing, capital letters)

Let’s check these together.”

Step 3: Suggest a next step based on their answer

Based on what the customer has shared, respond accordingly:

If the code is invalid or expired:

“It looks like this code has expired and is no longer valid. If you’re signed up for our newsletter, you’ll be the first to know about future offers!”

If the cart is ineligible:

“This code doesn’t apply to sale or clearance items, or to the brands you’ve selected. You can try removing ineligible items and applying the code again.”

If the minimum spend hasn’t been reached:

“This offer requires a minimum spend of $75. You’re currently just under that amount — adding another item should activate the discount.”

Step 4: Offer a goodwill solution if needed

If the customer is upset or the code expired recently:

“I understand how frustrating that can be. While the original code may no longer be active, I’m happy to offer you a one-time 10% discount which you can use right now. Simply use the promo code LOVE10 during checkout."

Step 5: Wrap up

Once resolved, thank the customer and close with a helpful tone:

“Thanks for reaching out — glad we could sort that out! Let me know if you need help with anything else before checking out.”