Mention cart conditions as possibilities, not final judgment.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Minimum spend discount issue template
Explain that a code may depend on cart conditions without sounding dismissive.
Copy-ready template
Subject: Checking the cart requirements for the code
Hi {{customer_name}},
Thanks for the message. Some codes depend on cart conditions such as subtotal, product type, or excluded items.
Could you send the code and a screenshot of the cart or checkout message? We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for the code and cart context.
Keep the reply calm, specific, and aligned with your store policy.
Avoid promising a manual discount.
Keep the reply calm, specific, and aligned with your store policy.