How to apply a courtesy discount to a pending order

A customer's code expired yesterday, or an order went wrong and you want to make it right. Staff can attach a discount to one pending order even when the customer does not qualify for it.

How

1. Open the pending order in the admin.
2. Add the discount code. The site tells you the customer does not qualify and asks you to confirm.
3. Confirm, and enter a reason. The reason is recorded with the order.

What it does not do

The override applies to that one order only. It is never copied to the customer's next order, a repeat order, their subscription, or a plan renewal. Gift cards and a few other discount types still refuse, and it cannot be used to apply another customer's assigned code.

If the customer edits the pending order, the override stays. Staff clear it by removing the discount.

Afterwards

Once the order finalizes, the admin order page shows the override with who approved it and why.

Keywords: goodwill, compensation, expired code

Related

• Pending orders: what they are and how finalizing works
• How to create discounts
• How to create a gift card from the admin
• How to cancel a customer order