Buyers think coupon code not applied

Hi @marjoriesdaughter,

Greetings from WebToffee support.

When a coupon is applied, a success message will be visible and the discount information will be displayed on the summary sections of the cart and checkout pages. This is handled by WooCommerce itself. Attached is the screenshot of a cart page with a coupon, for your reference.

However, when we tried to apply the THANKS20 coupon on your site, we saw the success message but the discount information was not visible. Could you please let me know if this issue started after installing the Smart Coupons for WooCommerce plugin? Also, please deactivate the plugin and check if the issue persists.
Since the option is provided by WooCommerce itself it should be visible on your site even without the Smart Coupons plugin. You may check the same with a WooCommerce default theme like storefront theme and let us know how it goes.

Thank you for your amazing responsiveness!

After I sent the message above, I learned that the coupon was set to only work for customers (this is a site that also has wholesale). Is it possible that the system that shows the coupon entry and allows entry for everyone (because there may be coupons good for everyone), but does not carry the coupon code processing through to completion if the code has a customer restriction on it, and if the viewer isn’t logged in?

Hi @marjoriesdaughter,

Thank you for getting back.

If the coupon has user role restrictions, then the coupon can’t be applied by a user belonging to another role and an appropriate error message will be displayed. Please try with a coupon without any restrictions and check if the issue persists.

Here is what we did and found:

My client told me about the customer restriction. She thought that it would allow anyone who was not a wholesale customer to use the coupon. I explained that it actually did was restrict anyone who was not logged in as a customer from using the coupon.

1. She removed the restriction. The problem was not fixed.
2. We deactivated Smart Coupons, and the problem was fixed.

This scenario shows two UX issues:

1. The misunderstanding that my client had. I believe that this is a problem that WooCommerce should fix.
2. The poor UX of showing a place to enter a coupon code, when a coupon code cannot function. I’m not sure whose code this is.

My client wanted Smart Coupons to be able to use the Buy X Get Y Free function. Because of the failure of her Black Friday coupon, she will not be trying Smart Coupon until after the holidays.

Hi @marjoriesdaughter,

Thanks for sharing the information.

We are sorry for the trouble caused. We believe that the coupon discount not displayed on the cart summary is due to some other issue. When a coupon is not applied due to role restriction, the plugin will display an error message about it.

However, in your case, there was no error message, instead there was a success message, which might have been confusing to your clients and your end users. We believe the issue is due to compatibility with a third-party plugin on your site.

Can you please share the screenshots of the coupon edit pages of the coupon, the WooCommerce System status report (WooCommerce -> Status -> Get system status report) of the site, and information about the wholesale user role?

Awaiting your response.

Hi @marjoriesdaughter,

We haven’t heard back from you.

As this thread has been inactive for a while, we are marking it as resolved. If you require any further assistance you may create a new thread.