Summary: How coupons work, and what each error message means when a customer says "my coupon isn't working."
Try it yourself: Look up & diagnose a coupon — a click-through walkthrough of the real admin screen, showing how to find a coupon and read why it isn't working.
Show the customer: Interactive walkthrough — a safe, click-through demo of claiming and using a coupon. Handy to share with a customer who's stuck.
| What the customer sees | What's really going on |
|---|---|
| "Not eligible to redeem this coupon" | Coupon is limited to certain customers, or its dates haven't started / already ended. Check who it's limited to and its date range. |
| "Not enough points" | Not enough loyalty points yet. The message shows how many more are needed. |
| "Fully used up" or "limit reached" | Coupon hit its total-use or per-customer-use limit. |
| "Coupons aren't working for anyone" | Site-wide coupon setting may be off. Check with an admin. |
| "This coupon was already used" | Attached to an order already placed. Frees up only if that order is cancelled. |
| "Expired" or "not active yet" | Date issue — check start/end date. |
| "Discount seems smaller than expected" | Discount is capped — it can never make an item free or go below its price. |
| "Not eligible" (newer automatic promo coupons only) | Matched very precisely to a customer (sales group, region, etc). This customer doesn't match. |
| "Not enough left" (newer automatic promo coupons only) | Shared discount pool for this promo has run out. |
Promo-generated coupons can't be edited or deleted from the usual screens. Route any fix to whoever manages that promotion.