The Apply a discount option only appears when there is at least one live discount the customer can actually claim. Work through these checks.
1. Is Tacey on the page, and editing on?
The Tacey block must be added in Shopify's checkout and customer accounts editor, on the Thank you and Order status pages.
Let customers edit their own order must be on in Editing Tools → Global settings.
Apply a discount must be turned on in Editing Tools → Tools → Apply a discount.
2. Have you picked at least one discount?
Discounts a customer may claim is required. With nothing picked, the tool stays off your customers' order page and the settings page shows Customers cannot see this yet with the field marked Required. This is deliberate: an empty discount menu would be a dead button.
3. Are your picked discounts still active in Shopify?
Tacey checks your discounts in Shopify each time a customer opens their order page. A discount you picked but later deleted, ended or let expire in Shopify is not offered. On the settings page it is labelled (no longer matches an active discount). Remove it, or make it active again in Shopify.
If Tacey cannot reach Shopify to check your discounts at that moment, it offers none rather than risk offering one that has ended. The option comes back the next time the check succeeds.
4. Is it a percentage discount?
Only percentage discounts can be offered. Fixed-amount, free-shipping and buy-X-get-Y discounts do not appear in the picker, because Shopify can only apply a percentage to an order that is already placed.
If the customer sees a message instead
The customer sees | Why |
"A discount from us has already been applied to this order." | Once per order is on and they already claimed one. Also shown if they try to claim the exact same discount twice, even with Once per order off. |
"The time to make changes to this order has passed." | The edit window has closed. |
"You've reached the maximum number of changes allowed on this order (3)." | Maximum edits per order is used up. |
"This order is held for review, so it cannot be changed here." | The order carries one of your Blocked order tags. |
"This order was paid with Shop Pay Installments, so it cannot be changed here." | Shopify does not let apps change these orders. |
"Payment for this order has not completed yet, so it cannot be changed." | Shopify has not finished taking payment. |
If every item has already shipped
A discount can only be applied to items that have not shipped. If everything on the order has shipped, there is nothing left to discount and the attempt is refused. Nothing changes on the order.
A discount that would be lost
If a customer later tries a change that would remove a discount already applied to the order, they see "This change would remove the discount that's been applied to your order." and the change is refused. This protects both of you from a discount silently disappearing.
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