Acknowledge the checkout friction.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Discount code not working first reply template
Reply when a customer says a discount code is not working and the store needs details before review.
Copy-ready template
Subject: We can help check the discount code
Hi {{customer_name}},
Thanks for letting us know the discount code is not working. I am sorry for the checkout friction.
Could you reply with the code you tried, a screenshot of the message if available, and whether the cart has any sale or excluded items? We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for code, screenshot, and cart context.
Keep the reply calm, specific, and aligned with your store policy.
Avoid promising a discount, credit, refund, or payment outcome.
Keep the reply calm, specific, and aligned with your store policy.