upsell discount being removed in checkout

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Lfrailey173
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upsell discount being removed in checkout

Post by Lfrailey173 »

It has been brought to our attention by quite a few frustrated customers that we have a glitch with our upsell offers at checkout. When a customer accepts one of our "upsell deals" that pop up the item is added to the cart, they type in the code from the pop up screen, the shopping cart accepts the code and shows the discount on the item and then when they click checkout it is removing the discount and giving a duplicate discount error. The upsell coupons for the last 8 years we've used them have always worked even if the customer took advantage of a quantity discount on another item in their cart or used a discount code for another item...not the upsell item, now it is removing the discount....how do we fix this. I get at least one to three phone calls a day about this.

I've tested NONILAV and NONISPORTS upsell codes both are having this issue.

I know you will ask for examples of orders where the system allowed both the upsell, a quantity discount on another item and/or another code to be used for another item in the cart: Please reference orders #54780, #54082, #49798, #33393, #33489, #33706 and #33709 for NONILAV code and orders #54442 and #51895 for NONISPORTS code

Accepts in shopping cart:
upsell coupon removing issue shopping cart screen .jpg
upsell coupon removing issue shopping cart screen .jpg (218.1 KiB) Viewed 1294 times
Removes once checkout is clicked:
upsell coupon removing issue checkout  screen .jpg
upsell coupon removing issue checkout screen .jpg (240.09 KiB) Viewed 1294 times
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NoahBaldwin
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Re: upsell discount being removed in checkout

Post by NoahBaldwin »

This functionality was added as requested by your company here: viewtopic.php?f=3&t=4168

It was our understanding that you company policy prohibits coupon stacking of any discounts. Please provide clarity as to your company policy.
Steve173
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Re: upsell discount being removed in checkout

Post by Steve173 »

The upsell codes have always worked fine until recently. When did you add the function?

If you read the thread on "This functionality was added as requested by your company here: viewtopic.php?f=3&t=4168" you will see it's a completely different scenario than what we are asking about today. That was an issue that level 2 found when "Thank you for reporting this issue, we found this would happen when a customer put the coupon code in before adding any item to their cart." These codes are typed in after items are in the cart as they don't even have the code until they add the item to the cart.

Yes the code should not stack on top a discount already applied to that item...that is what the link you are referencing is regarding and what Jazzy had support fix. That link is about a customer taking a quantity discount on an item and then not being able to apply another code for that same specific item.

What we are asking about now is the upsell codes. For example a customer is purchasing 4 packets of Noni Fruit Leather for the 5% discount. At checkout our upsell pops up for them to add the Sports formula lotion for $5. They click to accept and type in a the code and tada the discount for the Sports is applied and the still get their 5% off the Noni Fruit Leather as it is a different product.....it has always functioned this way until recently. Take a look at any of the example orders I sent you...that's how the upsell codes have always functioned.

Hopefully this helps clarify the issue we are having please advise.
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NoahBaldwin
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Re: upsell discount being removed in checkout

Post by NoahBaldwin »

I am unable to find an example of this working differently than it does currently.

From the example order numbers that you provided, I do not see any orders that:
  • were entered by a customer on your website and
  • used the upsell coupon code and
  • was able to stack discounts and
  • after the date that your company made this request: viewtopic.php?f=3&t=4168
#33393, #33489, #33706 and #33709 were all entered before the request was made here: viewtopic.php?f=3&t=4168

#49798 is using the coupon code "waves" which is no longer valid

#54780, #54442, #51895 were not entered by customers on your website, rather they were manually entered by your staff (likely a phone order). Manually entered orders are allowed a broader range of latitude in regards to discounts and coupon stacking then an order placed on your website.
Steve173
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Re: upsell discount being removed in checkout

Post by Steve173 »

Thank you for clarifying the limitations of the coupon system. This was never explained to us until now. We now understand that our "upsell" coupons are pretty useless and are only creating further frustration by our customer with our website offering them a discount on an item they were not intending to purchase to only have the discount not work when they decide to act on it.

If you look at our account history you will see we've offered coupons that do stack and coupons set with parameters that don't allow stacking over the past 8 years. This was all prior to the Sept 2019 forum question about the FM1001195 coupon code that our AllPro marketing expert created with the incorrect parameter so it was allowing stacking, this topic viewtopic.php?f=3&t=4168 was about one specific code not all our codes.

We have run coupon specials since Sept 2019 and some of those were created to "stack" have stacked so could you please clarify how we are to create our free shipping codes so they stack with any discount?
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Kathlein
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Re: upsell discount being removed in checkout

Post by Kathlein »

Have you considered the information here: viewtopic.php?f=9&t=3432
Steve173
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Re: upsell discount being removed in checkout

Post by Steve173 »

yes the explanation in the post you linked is exactly how we've always used the coupon system. However if you reference Noah's reply above he informed us this is no longer the case for us as in Sept of 2019 we had an issue with one bounce back code that was stacking because it was not set with the correct parameters and he informed us that ever since that code issue was resolved in Sept 2019 that our account is now programmed to not allow multiple coupons/discount to be used on the same order ever..... this is why we are so confused as we never requested for a total block, just certain codes should not and they've functioned this way until Sept 2019 and now none of our upsell codes are working properly and we don't know how to create our free shipping code....we are just trying to understand how create our coupons that should be combinative as he said we could no longer do this after Sept 2019...
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Brads326
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Re: upsell discount being removed in checkout

Post by Brads326 »

Please let me know of a prior coupon code that provided the free shipping as you would like it to work again. This will allow me to look at all of the settings that were applied to that coupon code.
Lfrailey173
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Re: upsell discount being removed in checkout

Post by Lfrailey173 »

Hi!
Here are the two shipping coupon codes we used earlier this year that functioned as we would like

both of these codes were stackable:
code: WAVES
the US free shipping code for all US orders

code: SURFING
the international code for $15 off the price of international shipping

We also need to be advised on how to create a new code that functions exactly as code: SANDBAR
This was our Cyber Monday 15% entire order code from last year and was NOT stackable

Please advise how to create these new codes that function exactly as these three did with the new parameters AllPro implemented. thanks!
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Kathlein
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Re: upsell discount being removed in checkout

Post by Kathlein »

Thank you for providing this information. Can you provide some additional clarity?

With your request for "stackable" please indicate which of the following scenarios you wish to allow:

option a) using the coupon code with other coupon codes AND quantity discounts?
option b) using the coupon code with other coupon codes AND NOT with quantity discounts?
option c) using the coupon code with quantity discounts AND NOT other coupon codes?

With your request for "NOT stackable" please indicate which of the following scenarios you wish to allow:

option a) using the coupon code with NO other coupon codes AND NO quantity discounts?
option b) using the coupon code with other coupon codes AND NOT with quantity discounts?
option c) using the coupon code with quantity discounts AND NOT other coupon codes?
Lfrailey173
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Re: upsell discount being removed in checkout

Post by Lfrailey173 »

Yes they should function just as the codes we provided did.

Stackable:
option a

NOT stackable:
option a
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Brads326
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Re: upsell discount being removed in checkout

Post by Brads326 »

Great! Your account has been adjusted to the options A for both stackable and non-stackable. This will apply to all of your coupons codes effective immediately.

Your previous codes were originally created as follows:

"waves" was combinative - and was only applicable to 2 Domestic USPS shipping rates (this is configured in the coupon creator under the heading of "apply coupon")
"surfer" was combinative - and was only applicable to International USPS shipping (this is configured in the coupon creator under the heading of "apply coupon")

"sandbar" was an exclusive coupon (this is set by the dropdown selection found under the heading "Combinative?" - it was set to apply to the entire order (which is the checkbox found at the bottom of the coupon creator screen under where it says "Never Expires" - this checkbox is used INSTEAD of selecting anything under the heading of "Apply Coupon"

If you create new coupons with the settings above, you should have the same results - though we ALWAYS recommend thoroughly testing your coupon codes by creating test orders on your website to simulate all of the different scenarios that may occur. This would include a purchase from someone outside the USA, inside the USA, with multiple coupon codes, quantity discounts, etc. You do not need to actually pay for the test orders, just get to the screen where a credit card is entered and verify the total amount to be charged is as you intended the coupon to work.

If you need to delete a coupon code, you can do this from the tab called "Existing Coupon Codes" - just search for the coupon code and then click the red trash can icon to delete it.
Lfrailey173
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Website: www.realnoni.com

Re: upsell discount being removed in checkout

Post by Lfrailey173 »

ok great! We will create the new codes and test them out and let you know if we have any issues. Thank you!
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