A coupon, voucher, or membership does not work

Use this when a customer reports a rejected code, a voucher that will not redeem, or a missing member benefit. First identify which of the three you are dealing with — they fail for different reasons:

• A coupon (discount code) changes the order price when entered in the cart.
• A voucher carries a purchased balance or entitlement the customer redeems later.
• A membership gives member prices through the customer group of the customer who bought it. It applies only to orders that belong to that customer record.

Coupon code is rejected

1. Check spelling and leading or trailing spaces in the code the customer typed, and whether the code was already applied to the cart.
2. In KORONA.studio, check the Couponing Promotion status, validity, eligibility, redemption limit, and assigned points of sale.
3. In KORONA Event, open Admin > Integrations and record Last successful synchronization.
4. If the discount amount looks wrong rather than rejected, compare the benefit and qualifying items in KORONA.studio with the cart.

Do not use the deprecated KORONA Event Settings > Promotions page for new campaigns. Details are in Create a couponing promotion in KORONA.studio.

Voucher will not redeem

1. Check the code spelling, then find the voucher's original order and confirm its payment state — an unpaid voucher purchase is a common cause.
2. Check whether the voucher was already redeemed or its value already consumed.
3. Confirm the customer is redeeming an eligible offer in the shop this voucher belongs to, and that the value is applied before checkout completes.

Sell and redeem a voucher covers the full redemption test and its troubleshooting table.

Membership benefit is not applied

Membership problems are almost always identity problems:

1. Check that the member signed in to their customer account during checkout. A guest order with the member's email address creates a separate customer record without the membership.
2. Open Sales > Customers and search by the exact email. Check for duplicate records — the membership may sit on a different record than the one used for the order. See Clean up duplicate customer records.
3. Open the customer that holds the membership and check Membership benefits. Continue with Check membership benefits.

For accounts that use the bLoyal integration, bLoyal calculates its own loyalty prices; see Connect bLoyal.

Expected result

You know whether the failure is a typo, an archived promotion, an unpaid or consumed voucher, a wrong customer record, or an inactive membership — and which record proves it.

Related articles

• Create a couponing promotion in KORONA.studio
• Sell and redeem a voucher
• Clean up duplicate customer records
• Check membership benefits