Aglet

How to triage a promo code not working at checkout

Promo errors look similar to shoppers but can come from very different rules. Triage should capture the code state, cart eligibility, message shown, and amount before and after submission. The aim is to distinguish a valid rejection from a broken validation or an inconsistent discount calculation.

Establish what is happening

  1. Record the offer context

    Capture the redacted code, cart products, quantity, customer state used for testing, currency, date, and displayed eligibility message. Note whether the code was entered manually, pasted, or restored from a prior session. Do not include the code if it is a live secret.

  2. Compare outcomes

    Run a known valid fixture, an invalid value, an expired fixture, and a cart that misses one eligibility rule. Compare HTTP status, inline message, discount amount, and checkout total. Keep each attempt isolated so a previous code cannot contaminate the next cart.

  3. Locate the failure stage

    Mark whether the error appears on entry, after server validation, during total recalculation, or at order creation. Compare the response with the UI state. If the message and amount disagree, record both as separate failures rather than choosing one explanation.

What to carry forward

Triage is complete when the promo error has a reproducible cart and code state, a precise user-visible message, and a named stage of failure. If eligibility data is unavailable, keep the case open as unknown instead of calling the promotion invalid.

Keep the decision with the work.

Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.

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