Say you will not guess.
Keep the reply calm, specific, and aligned with your store policy.
Free template
No-promise discount code reply template
Use when a discount-code issue needs review but the store must avoid premature promises.
Copy-ready template
Subject: We are reviewing the discount code issue
Hi {{customer_name}},
Thanks for letting us know the discount code is not applying. We do not want to guess or give an unsupported answer before checking the details.
Please send the code and checkout message if available. We will review the information and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for the code and checkout message.
Keep the reply calm, specific, and aligned with your store policy.
Avoid discount, credit, refund, or timing promises.
Keep the reply calm, specific, and aligned with your store policy.