Why did I receive a "One of your offers can't be redeemed at the till" email?
We send this email when a reward or voucher can't be applied at your Lightspeed K-Series till because of a problem you can fix in your setup. It lists every offer that currently can't be redeemed, with the cause, how to fix it, where it failed and the message the till showed.
When we send it
- You get 1 email for your account that lists every offer with a problem, not 1 email per failed attempt.
- We send it when an offer joins that list, or when an offer that's already on it fails for a new reason. You're told about each offer and reason once.
- The same offer failing again for the same reason isn't emailed again. That's also true if the offer worked in between and then fails the same way again: it goes back on the list quietly, and its notification in the dashboard keeps who has already read it.
- Some problems are always setup problems, so the first failure is enough to put the offer on the list.
- Other problems depend on the order in front of the cashier. Those only put the offer on the list once the same offer fails the same way 5 times within 7 days.
- Some problems never send an email. They're logged so our support team can see them.
- The next successful redemption at a location removes that location from the offer's problem. Once no locations are left, the offer drops off the list by itself, so you don't have to mark anything as fixed.
What each problem means
Each code below is the reason the till reported.
DISCOUNT_NOT_AVAILABLE_ON_POS
Cause: the discount linked to this offer isn't available on the till. Usually the discount is inactive in Lightspeed, hasn't been synced, or the POS user isn't allowed to use it.
Email: after the first failure.
Message on the till: "This discount isn't available on this till. Ask the manager to check the discount setup and your permissions."
How to fix it: check that the discount is active in Lightspeed and available to the POS user, then sync your discounts again: go to Apps → Integrations → Lightspeed K-Series, open the Sync tab and click Sync items & discounts.
NO_ITEMS_LINKED
Cause: none of the products linked to this offer are available at this location.
Email: after the first failure.
Message on the till: "No product is linked to this offer. Ask the manager to check its setup."
How to fix it: link products this location sells, or make the linked products available there.
NEGATIVE_PRICE_ITEM_NOT_CONFIGURED
Cause: your integration applies discounts as negative-price products, but no discount product is configured.
Email: after the first failure.
Message on the till: "This till has no discount product configured. Ask the manager to finish the Leat setup."
How to fix it: in Lightspeed, create the item with the SKU LEAT-DISCOUNT-ITEM. See Setting up reward and voucher discounts for Lightspeed K-Series.
ITEM_COULD_NOT_BE_ADDED
Cause: the product this offer discounts is missing from this location's catalogue.
Email: after the first failure.
Message on the till: "The product couldn't be added to the order. Add it by hand, then redeem again."
How to fix it: sync your products again, then check that the product exists at this location.
DISCOUNT_REJECTED_BY_POS
Cause: the till refused the discount. This is usually a stacking rule in Lightspeed or the rights of the POS user.
Email: after 5 failures within 7 days.
Message on the till: "The till refused this discount". The email also includes the till's own explanation under Message from the till.
How to fix it: read the message from the till in the email. It usually names the stacking rule or the missing permission.
DISCOUNT_NOT_ON_ORDER_AFTER_APPLY
Cause: the discount was applied, but it didn't end up on the order.
Email: after 5 failures within 7 days.
Message on the till: "The discount didn't end up on the order, so nothing was deducted. Try again."
How to fix it: check the discount product used for negative-price discounts, and confirm it's available at this location.
DISCOUNT_REPLACED_EXISTING
Cause: the discount replaced an order-level discount that was already on the order, so it was taken off again.
Email: after 5 failures within 7 days.
Message on the till: "This discount replaced the one already on the order, so it was taken off again. Re-apply the earlier discount on the till and check the total."
How to fix it: the till carries 1 order-level discount per order. Have the cashier re-apply the earlier discount, and redeem 1 order-level offer per order.
UNKNOWN
Cause: the till refused the discount for a reason we couldn't place.
Email: after 5 failures within 7 days.
Message on the till: "The discount couldn't be applied. Nothing was deducted."
How to fix it: send the message from the till in the email to our support team.
Problems that don't send an email
ITEM_NOT_ON_ORDER
Cause: the product this offer discounts wasn't on the order. This often happens with combo products, which can't be added to the order automatically.
Message on the till: "Add the product to the order first, then redeem again"
How to fix it: have the cashier add the product before redeeming, or link the offer to a product that's always on the order.
GLOBAL_DISCOUNT_ALREADY_APPLIED
Cause: another order-level offer was already on the order, and the till carries 1 order-level discount per order.
Message on the till: "This order already has an order-level discount. The till allows one per order, so this offer wasn't applied and nothing was deducted."
How to fix it: nothing to change in the setup. Redeem 1 order-level offer per order, or link one of them to a product instead.
DISCOUNT_AMOUNT_ZERO
Cause: the discount worked out to 0, so there was nothing to apply. Usually the items were already free, or another discount had already taken the price down.
Message on the till: "This discount comes to nothing on the current order, so it wasn't applied"
How to fix it: check the offer's value and the price of the products it applies to.
SESSION_EXPIRED
Cause: the order stayed open past the redemption deadline.
How to fix it: nothing to change in the setup. Close orders sooner so redemptions don't expire.