Troubleshoot a voucher redemption

Use this when a customer cannot redeem a voucher in the online shop, or the deduction does not look right. Find the symptom below and follow the checks in order. The intended end-to-end workflow is in Sell and redeem a voucher.

The shop rejects the code

The customer sees "We couldn't apply this code. It may be invalid or has already been applied."

1. Check spelling and leading or trailing spaces in the code, and whether the code already appears under Applied vouchers in the cart.
2. In the back office, enter the voucher number in the sidebar Search box. The result shows the voucher with its state — active, locked, or expired — and links to the order that sold it.
3. Open that original order and confirm its payment state: an unpaid voucher purchase is a common cause of rejection.
4. Check the expiration: an expired voucher is rejected when its configuration enforces the validity date.
5. Confirm the customer is redeeming in the shop that this voucher belongs to.

The voucher is accepted but nothing is deducted

The customer sees "Voucher accepted. Add an eligible product to your cart to use it" followed by product names.

This voucher is a single-purpose voucher: it redeems only against the listed products. Ask the customer to add one of the listed products to the cart — the voucher then applies to it. A value voucher, in contrast, applies against the cart total, capped at whichever is lower: the remaining voucher value or the order total.

The deduction is smaller than expected or missing

1. Confirm the voucher's remaining value: value is consumed by every completed redemption, and a partially used voucher deducts only what is left. If you cannot reconstruct the remaining value from the original order and the redemption orders linked in search results, collect the voucher number for support.
2. Check for duplicate rows or removed items in the cart — the applied value follows the order contents.
3. For single-purpose vouchers, confirm exactly one eligible product is in the cart.

The voucher seems consumed after a failed payment

A voucher's value is charged against an order when the order is invoiced, not when the code is entered in the cart. After a failed or abandoned payment:

1. Search the voucher number in the sidebar Search box and open the linked order.
2. Check the order state and payment state. An abandoned order that never completed does not keep the value.
3. If a canceled or failed order still appears to hold the voucher's value, do not resell or manually compensate — collect the voucher number and the order number and contact support so the balance can be confirmed.

Redemption at the POS

Voucher code entry as in the online shop cart is a shop feature. At the POS, vouchers are sold and voucher deductions already attached to an order are applied to the receipt; whether a voucher can be redeemed directly at the POS depends on the POS setup and the voucher type. When a POS redemption fails, check the same voucher state as above, then verify the POS configuration.

What to collect for support

• the voucher number and the original order number with its payment state
• the redemption order number, its state, and the exact shop message with date and time
• the expected versus actual deduction amount

Related articles

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• A coupon, voucher, or membership does not work
• Create a coupon code