thread Re: Automatic Discounts in Payments Troubleshooting

Automatic Discounts

Candlestore — Sat, 20 Sep 2025 07:52:37 GMT

I have had an Automatic Discount of buy 12 Get 1 Free since at least 2020. It has worked great. Today a customer purchased 15 candles that should qualify for the buy 12 get 1 free automatic discount, but it was not applied. I had to add a Donation of $20.99 to make the Discount. Just wondering if anyone else is having any issues with Automatic Discounts for IN store purchases? Was there an Update that messed up these Automatic Discounts? I have not adjusted my Automatic discount for a long time and after adjusting it I tested it with mutiple candles that qualified and it worked fine.

The Receipt in question is #P1va, For looking it up on your end and here are 4 images of my Automatic Discount for buy 12 get 1 free.

Re: Automatic Discounts

RobynR — Sun, 03 Mar 2024 22:25:30 GMT

Hey, @Candlestore, thank you for the receipt number, so we can take a look. I see there was a 25 % discount added to the receipt. Did you manually add that as well?

Re: Automatic Discounts

Candlestore — Mon, 04 Mar 2024 00:02:22 GMT

@RobynR ;

Yes I did manually add that as well since that discount is for our Loyal customers that mention our Scent of the Month at the time of Purchase. So there were 2 Manual Discounts I added but 1 should have been for the Buy 12 get 1 free and been applied automatically.

Re: Automatic Discounts

frances_a — Mon, 04 Mar 2024 01:32:53 GMT

Hi @Candlestore

No changes to discounts for in-person sales recently. Changes are on the way for online coupons, but that wouldn't affect this particular sale if the feature had been launched.

We also don't have other reports of this issue.

It's possible there was a missing update at the time of sale on either the device or app being used.

Because this involves a specific transaction and access to the account would be required to try and recreate the issue, I would recommend reaching out to our support team if you continue to run into issues.

Thank you!