Troubleshooting discount codes

Every discount code Bloop issues as a referrer reward is listed under Referral → Track coupons, with the referrer who owns it and the order it was redeemed on. Start there: the code’s status usually answers the question on its own. Referee codes, free-product codes, store credit and cash rewards are not listed.

Read the status first

Status	What it means	What it tells you
Available	Issued, not yet redeemed, still exists in Shopify	The reward reached the referrer. Nothing is broken
Used	Redeemed on an order	Working as intended — the row links to the order
Expired	Reached its expiry date unredeemed	The reward was never used in time
Deleted	Bloop removed the code itself	Usually the referral order was cancelled or refunded

Bloop works out the status from what it has last recorded about the code: whether it was used, its Shopify status and its expiry date. A code that was used always reads Used, even if it was later deleted or expired. Deleting a code in the Shopify admin is not detected, so that code keeps its old status in Track coupons.

Search by code to find the exact coupon a referrer is asking about.

The referrer says they never received a code

1. Search Track coupons for their code. If a row exists, the reward was issued — the delivery is the problem, not the reward. Check email troubleshooting.
2. If no row exists and the reward is a discount code, it was never issued. Go back to troubleshooting referrals and rewards and read the order’s reward status. For a free product, store credit or cash reward, a missing row is normal because those rewards are not listed here.

The code shows as Deleted

Bloop removed the code itself, usually because the referral order was cancelled or refunded. Check the order in referral orders before you reissue anything: the referrer may not be owed the reward any more. Deleting reward codes in the Shopify admin while the program is live is worth avoiding. Bloop does not detect it and has no way to restore them.

The code will not apply at checkout

Cause	How to check
It has expired	The status reads Expired
Bloop removed it	The status reads Deleted
It was deleted in the Shopify admin	Bloop does not detect this and the status does not change, so look for the discount in the Shopify admin
It was already redeemed	The status reads Used, with the order it went to
The basket does not meet the reward’s conditions	The minimum requirements and product scope set in rewards
It is being used on products the reward excludes	The Apply to products setting on the reward
It is a free-product code used by someone else	Free-product codes only apply when the checkout email matches the customer they were issued to

Lots of codes sit Available or Expired

This is not a fault — it is a finding. Referrers are earning rewards and not redeeming them, which usually means the reward is not compelling enough or the reminders are off.

• Turn on Reward reminder and Reward expiry reminder in referral email notifications so an unused code gets chased.
• Revisit the reward itself against choosing the right referral reward.

Codes are hard to tell apart in the Shopify admin

Set a discount code prefix on the reward so every code Bloop generates is recognisable at a glance. See rewards.

Related

• How to track referral discount codes — the full view this page troubleshoots.
• How to set up referrer and referee rewards — expiry, prefix and product scope.
• Troubleshooting referrals and rewards — when no code was issued at all.