Promo code is accepted but the basket total doesn't change

What customers see

A customer types your promo code at checkout. The code is accepted — it shows with a green tick — but the basket total stays exactly the same. They are still asked to pay the full amount.

This is almost always caused by the deal behind the code using the wrong Pricing Type.

The cause

A cart discount takes money off the whole basket. It can only do that in one of two ways:

• Price off — takes a fixed amount off the basket (for example, £20 off)
• Percentage off — takes a percentage off the basket (for example, 20% off)

Fixed Price and Unchanged are different — they set or keep the price of individual products inside a product-based deal (like a meal bundle). They have no meaning for a whole basket, so a cart discount set to one of these takes off nothing at all.

Note: Older deals may still have this setting saved from before it was corrected. If a code isn't working, check its Pricing Type first.

How to check and fix a promo code

1. Go to Management > Menu > Promos & Deals.
2. Find the deal attached to your promo code and click to edit it.
3. Scroll to the Pricing Type field.
4. Set it to:
   • Price off for a money-off code (enter 20 in Value for £20 off)
   • Percentage off for a percentage code (enter 20 in Value for 20% off)
5. Click Save.

Cart discount deals now only offer Price off and Percentage off, so you can't save an unsupported option by mistake.

Testing your code

Always place a test order after changing a promo code:

1. Add items to a basket on your website or app.
2. Enter the promo code.
3. Check the basket total actually drops by the expected amount before paying.

If the code is refused, the checkout will now tell the customer why — for example, that they need to sign in, that the code is already applied, or that it can't be combined with another deal in the basket.

If a customer already used a code that didn't work

Codes set to once per customer are marked as used once redeemed. If a customer tried a broken code, ask your support contact to reset it for them so they can use it again after you've corrected the deal.

Related

• Promos and deals overview