How do I stop unwanted coupons?

[SimpleCoffee]

I have ONE customer that generates this issue, and not consistently.

If she buys from Category A, all Loyalty Rewards work perfectly, both generating and applying.

If she buys from Category B and has a Free item to use, a coupon is generated FOR NO REASON AT ALL and selecting the Loyalty Reward Free item does not apply a discount at all. It says the item does not qualify for the discount, even though it's set up for it. It also "uses" the free Loyalty item, so I end up having to comp the item, "coupons" build up for my customer, and I have the problem again down the road.

Both screencaps are after trying to apply the available Loyalty Reward. The top coupon was generated from this order.

I do not use coupons AT ALL.

Both Category A and Category B generate and redeem Loyalty Rewards exactly the same way.

Other people order the same thing from Category B and have no issues.

This is so bizarre and complicated to discuss that I haven't had all the information for Customer Service to help me. Thought I'd ask everyone here. Thanks!

[nika]

@SimpleCoffee You're right- that is complicated! This is one of those situations where it would probably be best to reach out to our Loyalty specialists. They'll want to take a look at that one particular customer's profile to see why exactly that keeps happening.

I hope they're able to help get this all sorted out for you!

[SimpleCoffee]

I will try -- again -- and hopefully get a better response. Mostly I was told not to use the coupon feature on that customer (which I didn't do in the first place and avoided touching like the plague). Months later, it keeps coming up.

At least now I can condense what's happening to the above explanation, it took a while to figure out what was screwing up.

[Cupojoygirl]

This is happening on MULTIPLE Customers!!! I have ended up canceling the marketing side of square to see if it helps. Square was not helpful at all with workaround. They suggested that it was the way my coupon was set up so I canceled the marketing. No more coupon, it’s still happening. Nightmare for customer PR. I feel your pain.