Should I honour an expired discount code?

Many shops honour a code that expired in the last day or two because the goodwill is worth more than the discount. Set a rule so the team answers consistently.

Why does a code fail on sale items?

Shopify discounts can exclude collections or not combine with other discounts. Check the code settings for product eligibility and combinations.

Can I add a discount to an order that has already been paid?

Not as a code, but you can refund the difference against the order. That is quicker for the customer than cancelling and reordering.

Discount code not working: reply templates

Most discount codes fail for a reason: a minimum spend, an excluded sale item, an expiry date or a one-use limit. These replies tell the customer which condition caught them and, where it was your mistake, put it right without making them start again.

Updated 11 October 2026

Subject: Sorting out your discount code

Hi {first_name}, Sorry the code gave you trouble. I've had a look and {discount_code} didn't apply because {code_condition}. I don't want you to miss out, so here's a fresh code that will work on your basket: {new_discount_code}. It's valid for the next 7 days. If you've already placed the order, reply with the order number and I'll refund the difference instead. Best wishes, {agent_first_name} {workspace}

Subject: Your discount code {discount_code}

Dear {first_name}, Thank you for getting in touch about the code {discount_code}. We have checked the code, and it was not accepted because {code_condition}. The full terms are shown in the email or post where the code was published. On this occasion we have refunded the discount on order {order_number}, which you should see on your statement within 3 to 5 working days. Kind regards, {agent_first_name} {workspace}

Subject: Your discount code

Hi {first_name}, {discount_code} didn't apply because {code_condition}. Try {new_discount_code} instead, it'll work on your basket. {agent_first_name} {workspace}

{first_name}Filled by Hobson: The customer's first name.
{discount_code}: The code the customer tried to use.
{code_condition}: Why it failed, for example "it needs a minimum spend of £40" or "it expired at midnight on Sunday".
{new_discount_code}: A replacement single-use code, if you are honouring the offer.
{order_number}Filled by Hobson: The order the discount should have applied to, if already placed.
{agent_first_name}Filled by Hobson: The first name of the teammate sending the reply.
{workspace}Filled by Hobson: Your shop name.

When to use it

A customer says a code from an email, influencer or receipt is rejected at checkout.
Someone placed an order without the code applying and wants the discount back.
A code expired a few hours ago and the customer asks you to honour it.

If the customer wants a discount because they found the item cheaper elsewhere, use the price match template. Price match request

How to use it

1
Test the code
Check it in Shopify: expiry, minimum spend, eligible products, usage limit and whether it combines with other offers.
2
Name the reason
Tell the customer exactly which condition failed. "It is not valid" invites a second email.
3
Decide whether to honour it
If the terms were unclear or the code broke on your side, honour it. If the customer simply missed a clear condition, it is your call.
4
Fix the source
If several people hit the same problem, fix the code or the wording in the email that sent it.

Common mistakes

Telling the customer to "try again" without checking why the code failed.
Asking a customer who has already paid to cancel and reorder. Refund the difference instead.
Sending a reusable replacement code that ends up shared on voucher sites.

What they usually ask next

Customers who were refunded the difference often ask when it will appear on their statement. Refund request within 14 days

Related templates

All payments and billing templates