If your customers are not able to apply the friend offer discount code on your store’s checkout, here are some steps you can take to troubleshoot it.
Important: ReferralCandy automatically generates coupon codes only for users of Shopify and BigCommerce eCommerce platforms.
If you're using a different platform, you'll need to create and manage the friend offer coupon codes within your own system. ReferralCandy will only distribute the codes you provide.
Make sure that the friend offer coupon code was created in the first place. Verify that the coupon codes were created in your store's admin panel.
If the friend offer coupon code was previously created, verify that the coupon isn't expired. You can specify the coupon expiry date on the ReferralCandy dashboard. When the friend offer expires, your campaign automatically stops.
If the friend offer coupon code was created and isn't expired, check the conditions you set for the coupon code. Depending on your coupon setup, it's possible that:
The referred friend's purchase doesn't meet the conditions required to use the coupon code on their order.
The friend offer you created isn't a multi-use coupon code, or is invalid.
For Shopify merchants, check if the referred friend is already an existing customer in your account (that has made at least 1 past purchase). Referred friends who already exist in your Customers list won't be able to apply the coupon code to their orders.
ReferralCandy is designed to help you acquire new customers, so we’ve intentionally implemented a filter that restricts friend offer coupon codes to new customers only within Shopify.
If everything else looks correct and you still encounter issues, contact your eCommerce platform provider for further troubleshooting.
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