unexplained discount applied

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kmkelso Starting Member USA 48 Posts	Posted - 03/11/2022 : 13:31:46 Hi Guys, This is a new one. We had an order come in with an unexplained $65.85 discount applied somehow. There is only one coupon/discount available in the entire store. The only product the coupon discount is applied to wasn't in the order and it's s a flat amount $21.95 anyway. On second thought that discount amount on the order is exactly 3 times the flat amount discount for the product he didn't buy. How is it possible he put that discounted product in his cart, applied the coupon code, then removed the product, but somehow the discount remained in the cart? Any ideas are greatly appreciated. Best, Karl https://www.tekna.us
Marshall Ecommerce Template Guru USA 1916 Posts	Posted - 03/11/2022 : 13:52:43 Probably a spam bot. Marshall CENLYT Productions - ms designs Affordable Web Design Custom Ecommerce Designs Responsive Websites Cenlyt.com
dbdave ECT Moderator USA 10468 Posts	Posted - 03/11/2022 : 19:41:22 Being that the 65.85 discount is divisable by 21.95, it does seem like it could be related. When a discount is applied to an order, the Applicable Discounts: field in the order details should be populated. What do you see there? David
kmkelso Starting Member USA 48 Posts	Posted - 03/11/2022 : 21:09:42 Thanks Dave! Sure enough, in that orders’ detail it shows that discount/coupon code was applied to the order. The baffling thing is how? The eligible product isn’t in the order, and how did the discount get applied 3 times? There are 3 items of other products in the order and those products do not have the discount/coupon code assigned to them. The code was supposed to be limited to just that one product and only used once. P.s. I actually know who the customer is. Met him at a product show recently. Edited by - kmkelso on 03/11/2022 21:16:17
Vince Administrator 42874 Posts	Posted - 03/13/2022 : 05:02:13 Hi Karl Have you tried adding the same items to the cart as this customer to see if you can recreate the problem? If you can't and you know this customer, would it be possible to explain the problem to him and ask what steps he took on checkout? Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
dbdave ECT Moderator USA 10468 Posts	Posted - 03/13/2022 : 19:18:00 Great suggestion from Vince. It could be that the setup of the discount needs adjustment. David
kmkelso Starting Member USA 48 Posts	Posted - 03/14/2022 : 16:59:00 Hi Vince, I am able to replicate the issue. I put the same 4 items in a cart with one of them being the 'security card' knife that the discount is supposed to be applied to. Enter the coupon code, and voila, it gets applied to EVERY product in the cart; not just the S.C. knife. I remove the S.C. knife from the cart and the discount amount remains all the way through purchase. Here are 5 screenshots of the process: https://www.tekna.us/downloads/Coupon_Code_Issue/discount_coupon_setup-1%20of%205.png https://www.tekna.us/downloads/Coupon_Code_Issue/security_card_only_product-2_of_5.png https://www.tekna.us/downloads/Coupon_Code_Issue/coupon%20code%20applied-3_of_5.png https://www.tekna.us/downloads/Coupon_Code_Issue/removed_product_and%20_discount_still_applied-4_of_5.png https://www.tekna.us/downloads/Coupon_Code_Issue/cart-5_of_5.png p.s. after taking another look at the final checkout cart step, I just noticed this: https://www.tekna.us/downloads/Coupon_Code_Issue/addendum_1.png Best, Karl Edited by - kmkelso on 03/14/2022 17:16:24
Vince Administrator 42874 Posts	Posted - 03/15/2022 : 03:48:31 Hi Karl I think you just need to go to the setup of the discount then and change the "Scope" to assign to individual products / cats. Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
kmkelso Starting Member USA 48 Posts	Posted - 03/15/2022 : 11:26:03 Hi Vince, Thank you. This issue started when I initially set the scope to assign to an individual product / cat and the code simply would not work. If entered while on the cart, with the correct product in the cart, it states that it's applied yet the discount amount is not taken off the cart total, e.g. does not show the wording 'discount' or make the price adjustment in the cart total column. https://www.tekna.us/downloads/Coupon_Code_Issue/code_applied_no_discount.png When proceeding to checkout, an error message is shown that the code was not found, expired, or is not applicable, with the correct product still in the cart. That is still the issue. https://www.tekna.us/downloads/Coupon_Code_Issue/code_applied_no_discount_2.png If I change the scope to almost anything else, such as assigning the discount code also to the product category, ex. knives in this example, the discount works, but also includes everything else in the cart that is valid in that larger scope and not just the one individual product, even though none of the other products have the discount applied to them in the product admin. https://www.tekna.us/downloads/Coupon_Code_Issue/addendum_2.png aiyeeeshka... Best, Karl (dazed and confused) Edited by - kmkelso on 03/15/2022 11:27:14
Vince Administrator 42874 Posts	Posted - 03/16/2022 : 03:39:20 Hi Karl Could it possibly be that the discount hasn't been applied correctly to the product / category then? Or maybe has restrictions (minimum quantity, etc) that require more than one item added to cart? Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
kmkelso Starting Member USA 48 Posts	Posted - 03/17/2022 : 13:06:03 Hi Vince, The mystery deepens. I believe I have the product and discount code set up correctly with this coupon/discount applied only to the one product. There is an extra discount of FSA that applies to this order because it's over $90 and that seems to be working with no issues. If I add only 1 security card knife to the cart order with a min. order qty of 0 or 1 in the discount code setup, the coupon code does not apply itself. However, if I increase the number of security card knifes in the cart to qty 2 or more, the discount applies itself, and only once because the Repeat Every is set to 0. As you may tell from the discount code setup screenshot, I have 0/blank entered as a min/max quantity. Changing that min qty to any other value has a corresponding affect on the discount being applied in the cart. ex, change min qty to 3, and discount won't apply until changing cart qty of security card knife to 3 or more. The frustrating thing is I just can't get it to work for ONE security card knife in the cart order. Here's the screenshots: https://www.tekna.us/downloads/Coupon_Code_Issue/coupon_code_setup.png https://www.tekna.us/downloads/Coupon_Code_Issue/does_not_work_with_QTY_1.png https://www.tekna.us/downloads/Coupon_Code_Issue/discount_works_with_QTY_2.png Best, Karl (still confused)...
Vince Administrator 42874 Posts	Posted - 03/17/2022 : 15:00:06 Hi Karl I see what the problem is here now but I'm afraid it's not good news. The thing is, the discount is on the Safety Knife product, so the $25 minimum purchase amount has to be spent on that product and that's why the discount is working as you want when 2 of the safety knives are added to the cart. There isn't currently a way I'm afraid to have a discount that is triggered by purchasing from one category but has its effect on another. Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
kmkelso Starting Member USA 48 Posts	Posted - 03/21/2022 : 18:32:03 Thanks Vince. That's unfortunate, but at least it gives me a direction to follow for future ad campaigns.
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