What is the issue?

Customers may be unable to use a promo code because it is inactive, expired, has reached its usage limit, etc.

What’s causing the issue?

Common causes include the code-based setting not being enabled, or the cart failing to meet the requirements specified elsewhere in the discount configuration.

How do I solve the issue?

1. In the Backoffice, go to Marketing > Discounts.
2. Select the discount and set the Application Method to Code. 
3. Enter the code in the Code field.
4. Configure the discount method (Amount off, Percent off, etc.), product filters, and conditions (Total spend, Total items, Total weight) as needed.
5. Set the Limit per customer (how many times each customer can use the discount) and the Redemption limit (total number of times the discount can be redeemed across all customers beforeit expires) as appropriate.
6. Confirm the discount is available online; customers can enter the code in Dutchie E-Commerce checkout.
7. Confirm the discount is available.

Alternate possible causes

• Discount is archived/deactivated: If the discount was archived (permanently removed from Registers), the code will no longer work at all.
• Location restrictions: The discount may be restricted to specific locations. If a customer is ordering from a different location, the code won't apply.
• Customer type/group restriction: If the discount is restricted to a customer type (Medical, Recreational) or customer group, it won't apply for customers outside that group.
• First-time customer restriction: If configured as "First time customer only," returning customers will be rejected.
• Product filter mismatch: The items in the cart may not match the discount's product filters (strain, category, brand, vendor, weight, product/inventory tags, pricing tier, or specific products).
• Stacking conflict: If the code discount has stacking set to "No" and another non-stacking discount already has the better deal applied, the code will be blocked.
• Day/time restriction (happy hour): The discount may have weekly recurrence rules that restrict it to certain days and times.

Commonly asked questions

• Why did the promo code work last week but not this week? (Expiration date passed, redemption limit reached, or day/time restriction)
• The code works at one location but not the other, why?  (Location restriction on the discount)
• I'm a first-time customer, why can't I use the welcome code? (Customer may have a previous transaction at another location if set to All locations)
• Can I use two promo codes on the same order?  (Depends on stacking settings, non-stacking codes compete)
• The code applied in-store but doesn't work online, what's going on? (Customer group/segment restriction prevents it from appearing in E-Commerce)
• My customer says the code isn't showing any discount even though it accepted it. (Cart may not meet the requirements)
• How do I set up a code that customers can scan from a flyer? (Codes can be scanned from a barcode at the Register; use an online code generator that corresponds to the code you entered in Dutchie)
• Can I limit a code to only work on edibles or a specific brand? (Yes, via product filters in the Requirements step)
• How do I see how many times a code has been used? (User Event Logs under Settings > Users, filter by Discounts)

Additional reading

• Apply discount in Dutchie POS
• Create and manage discounts with Dutchie POS Discount Wizard