ChatCode applied after the fact
CODE was valid when you placed order.name, so the discount still applies. Our team will refund the amount difference to your original payment method once they approve it.
Forgot discount code reply template
The code they forgot, sorted after checkout.
Check the code was valid when they ordered, then refund the difference or explain kindly why it does not apply.Updated · By Ziyad BasheerShort answer
When a customer forgets to apply a discount code, most stores honour it by refunding the difference, provided the code was valid on the order date and the order met its terms. Check both before promising anything, then tell the customer the amount and when to expect it.The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailDifference refunded
Subject: Your discount on order.name
Hi customer.first_name,
Good news. We have applied CODE to order.name and refunded the amount difference back to the card used at checkout. Your bank may take a few business days to show it.
Next time, the code goes in the discount box at checkout, just above the total.
Internal noteBefore you reply
Missed code on order.name, total order.total. Code: CODE. Check it was active on the order date and the order met its minimum and product rules. If yes, issue the difference as a refund on the order. If no, reply with the rule it misses.
When to use
The customer placed an order without the discount code they meant to use. Not when the code is being refused at checkout.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
They forgot a codeYour missed discount topic catches “I forgot to use my code”.
Order on recordOrder exists is true, which lets the reply check the date and the total.
Recent orders onlyOptional: order created in the past few days, to set how late you will honour it.
Example conversation
Customer
I meant to use WELCOME10 on #1097 and totally forgot. Can you still apply it?
Aide
No problem. WELCOME10 was valid when you placed #1097 and it is your first order, so the discount still applies. Our team will refund the $6.40 difference to your card once they approve it.
Customer
Amazing, thanks.
✓Code checked against the order · Refund waiting for approval
Frequently asked questions
Not to the order itself in most stores. Instead, the store refunds the difference the code would have taken off.
Most stores do when the code was valid at the time and the order qualified. A limit, such as within 7 days of ordering, keeps it fair.
Explain the end date kindly. If it ended within a day or so, some stores make an exception, so write that into the procedure and it is applied evenly.
Related templates
Discount code not workingA code is refused at checkout.Chat · Email · Internal notePrice adjustment requestThe price dropped after they bought.Chat · Email · Internal noteProvide discount codeAnswer requests for a promo code.ChatPartial refundLess than the order total came back, and why.Email · Chat · Internal note
Send this with the order filled in
Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.