Free shipping code not working

[bajankowski]

I have a brand ambassador program and use coupon codes for each of my ambassadors to share with their friends on social media. I currently have the different coupons set to never expire and they have been working up until tonight. When customers order, it allows you to choose FREE SHIPPING, but then it does not calculate free shipping and still charges the customer. The checkout screen is not showing the shipping amount or discounted amount. I have attached a picture of reference. PLEASE HELP!!

[CoffeeRoaster1]

Following, I posted the same issue today. it will show that the coupon is applied, but the total due still shows the shipping charge. I tried deleting the coupon and recreating it, but still doesn't work.

[bajankowski]

I actually talked with tech support this morning and the issue is affecting a lot of people. So they are working to resolve the issues. There are some bugs when you are using the coupons! They were super helpful as said that it was a high priority to get fixed!

[CoffeeRoaster1]

Thanks for the update.  What number did you call? Was looking for one and couldn't find one.

[bajankowski]

[Redacted]

You also need to start a live chat and get your customer number because when you call they ask for this code!

[Floydman]

I am also experiencing this issue now. What is the status, Square?

[isabelle]

What is your URL @Floydman? 

[islynn]

Hi all, my free shipping coupon code for my square online store (https://sara-dittrich-studio.square.site/) is not working correctly. It only seems to work in the final checkout stage on desktop website. It does NOT work when added at the CART stage of desktop website (this is very confusing for customers) and it does not seem to work at all when ordering on mobile version of the website. Please see the following images:

Code setup:

Does NOT work in Desktop CART (I guess this is because shipping hasn't been added here yet?, but it's confusing my customers):

Does NOT work on Mobile website (cart or checkout):

DOES work in DESKTOP checkout:

[mainstreetbook1]

Up until this week, I have been instructing customers to apply our coupon codes on the shopping cart. If they only apply the code during checkout, then back out and make a change to their cart, the code needs to be applied again and people usually forget to reapply it.

This week, the codes stopped working on the shopping cart. Customers receive error below. These coupon codes grant them free shipping ONLY on one shipping option. My company uses the coupon code to identify the source of the sale (we credit the marketing team), and this was possible before because any transaction could use the coupon code, even if they had selected the FEDEX shipping option. It appears that now the coupon code won't apply if the customer has selected the wrong shipping option (or has not even started checkout yet). My website is main-street-books.square.site. PANTHER and MONTCLARE are coupons to try.

[BernadetteA]

I'm sorry to hear you are having trouble with your shipping coupons. I moved your post over to this thread so we can keep track of sellers that have been affected by this change. 

We'll update this thread if we hear of any updates. 

[ashc]

Hey @islynn,

I moved your post to an existing thread where some other sellers were having the same issue.

It looks like @bajankowski flagged this above but you may want to contact our direct CS team as well so they can add your name to the ticket.

[islynn]

Hi, the thread you moved this to is describing a slightly different issue. It looks like for this user it does accept the code but does not calculate correctly. For my issue the code is not being accepted at all on certain user interfaces. It does actually accept and calculate correctly in the cart on desktop for some reason for me. I talked to CS this morning and they said it is a known bug with no idea of when it'll be fixed. 😕

[bensmith4188]

I sent out two coupons in the last few weeks and I'm noticing the coupon codes aren't working on our online store. The online store is saying the coupon can't be found (it's one I specifically sent to myself). Maybe this has to do with the coupon update? I'm not sure how to fix this! Rewards redemption is still working through the online store. And some coupons are working.

On the Point of Sale, once we redeem a coupon (or even a reward from the loyalty system!) the iPad freezes. It does redeem the coupon (or remove the points from the loyalty account), but it doesn't actually run the transaction! This is causing us some problems for tracking.

We can get around the POS problem by essentially running a discount in the moment that matches the coupon, then make sure the coupon or loyalty account is voided/reflects the correct amount of points.

For the online store, we can't do anything about it other than refund the customer if they complain about it. Please help!

[ashc]

Hey @bensmith4188,

Sorry to hear you're experiencing this issue as well. 

I moved your post to this existing thread where some other sellers flagged the same issue. It'd be best to contact direct CS E-Comm for issues like this so you can get your name added to the ticket for the fix.

[JALS]

My customers cannot apply the coupon code for free shipping.  I have tried everything, but keep getting a message the ThankYouFS code cannot be applied.  I am losing sales as I am trying to get repeat sales by sending my customers the Free Shipping code.  This needs to be fixed ASAP.  I am getting more and more disappointed with Square.

[nika]

Really sorry you're running into some trouble @JALS. The best course of action for this would be to contact our Support team as we've suggested above. They should be able to look into this more for you.

[cmkruemcke]

@JALS I have the exact same experience.

I spoke with customer service 2x over a month ago regarding coupon codes not working on my website. I was told engineering is working on it and that I would receive an email when it is resolved. Still no email. Then I discover this thread only to find out this problem seems to be going on for many months and still no resolution. I am simply trying to offer my customers an option for free shipping with a code. What gives? Why is this still not resolved?

case no. 63735991

And shortly after this issue, an unsightly and intrusive recaptcha badge appears out of nowhere on every single page of my site. My frustration level on these two issues is growing daily as neither seem to have a solution in site and both are affecting my sales opportunities.

[cmkruemcke]

@isabelle  Are you able to see my post above?

– @cmkruemke

[isabelle]

Hey @cmkruemke-

I looked into this and it appears that several folks were experiencing this issue in April. A fix was deployed in early May...

Can you try deleting the coupon, recreating it and testing again? 

[cmkruemcke]

I will do that now. Thank you for looking into this.

– Cassie

[cmkruemcke]

It is working! HOORAY! I was told I'd receive an email when it was resolved but never did. Glad to know all is fixed.

Thank you @isabelle