Ask for the exact code as entered.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Invalid discount code reply template
Use when checkout shows the discount code is invalid or not recognized.
Copy-ready template
Subject: Checking the discount code message
Hi {{customer_name}},
Thanks for sharing this. If checkout says the code is invalid, we need to check the exact code and cart details before confirming the next step.
Please reply with the code as entered and a screenshot of the checkout message if available. We will review it and follow up.
Thanks,
{{store_name}} Support
Use this carefully
Request a screenshot if available.
Keep the reply calm, specific, and aligned with your store policy.
Do not say the code will be honored until verified.
Keep the reply calm, specific, and aligned with your store policy.