Start here: the customer’s coupons
- Go to the Membership section and search for the customer.
- Open the Coupons tab.
Avoid filtering over intervals longer than about six months — the page can become slow to load.
Reading a coupon row
To open the parent offer, click through from the coupon. The offer only loads if your user has the right permission in the Lobyco Portal.
Working through the likely causes
Check these in order — the first few explain most cases.The coupon was never activated
Activated says no. Unless the offer is pre-activated, the customer has to activate it in the app before it can be redeemed. Note that the Pre-activated toggle is shown for every offer type but currently only takes effect for App Offer, Liquor and Preferred Store — so an offer of another type may look pre-activated in the configuration while still requiring activation.The coupon wasn’t valid at the time of the purchase
Compare Valid from and Valid to against when the customer shopped. A coupon’s validity period can be narrower than the parent offer’s dates, so an offer that is still running doesn’t guarantee a coupon that is still valid.The redemption limit was already used up
Compare Redeemed against Redemption limit. Once the limit is reached, later transactions get nothing.The purchase didn’t meet the offer’s conditions
Open the parent offer and check its discount configuration against what the customer actually bought — the Purchase value or Threshold value that has to be reached, and for tiered types, which tier the basket qualified for. For Mix & Match types, every rule has to be met, not just one.The offer wasn’t valid where they shopped
Check the offer’s Location: it is valid either in specific chains or in specific stores, never both. A customer shopping outside that set gets no discount.The checkout channel wasn’t included
Check the offer’s Checkout types. If specific channels are selected — POS, Self-checkout, Scan & Pay, E-commerce — the offer only applies at those. If none are selected it applies everywhere, so this only explains a failure when the list is non-empty.Another offer blocked it
Check Stacking and limits on the offer, and on whatever else applied to the basket:- Another offer with Allow other offers on top set to False was applied first, which stops anything stacking on top of it.
- Stacking priority put another offer ahead of this one.
- Apply on items restricted this offer to discounted or non-discounted items only, and the customer’s items were the other kind.
The discount amount limit was reached
If Discount amount limit is set across all redemptions, the cap is shared across every redemption of that coupon and the discount stops once it is hit.The offer never reached the till
Check whether Ignore offer on POS is switched on. That marks the offer as not to be sent to the POS for discount calculation, so it is visible in the app but cannot be applied at the till. This is usually deliberate, to stop a similar offer being allocated by two systems at once.If it still doesn’t add up
If the coupon looks valid, activated, within its limits and correctly configured for where the customer shopped, the question moves to the checkout integration — how coupons are retrieved, reserved and redeemed at that channel. Escalate with the Coupon ID, the Offer name, the store, and the time of the transaction.Related
- Create an offer — the stacking, limit and location fields referenced above.
- Discount types reference — what each discount type requires before it triggers.