Explain possible item eligibility clearly.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Sale item excluded discount reply template
Handle discount-code issues when sale items or excluded products may be in the cart.
Copy-ready template
Subject: Checking item eligibility for the code
Hi {{customer_name}},
Thanks for letting us know. Some promotions may depend on item eligibility, sale status, or product category.
Could you send the code and the items in your cart? We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for cart items when needed.
Keep the reply calm, specific, and aligned with your store policy.
Avoid overriding policy inside the first reply.
Keep the reply calm, specific, and aligned with your store policy.