> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/troubleshooting-and-faq/discounted-order-earned-no-cashback.md).

# A discounted order earned less (or no) cashback

Discounts come off before cashback is calculated, so a discounted order always earns less than the same order at full price. This page covers the cases that most often look like a bug but aren't. The most common one is a **test order placed with a 100%-off code** that earns nothing.

To see what happened on a specific order, open it in **Shopify admin → Orders** and check the **DollarBack summary** card ([Admin blocks on the customer & order pages](/dollarback-store-credit/analytics-data-and-account/admin-blocks-customer-and-order-pages.md)).

## Why a 100%-off order earns nothing

Cashback is worked out on what the customer actually **paid** for each item, after discounts ([How cashback is calculated](/dollarback-store-credit/earning-cashback-programs/how-cashback-is-calculated.md)). A 100%-off code brings every item to $0, so there is nothing to earn on:

* **Percentage programs:** 10% of $0 is $0.
* **Fixed-amount programs:** a fixed reward is only given when it fits inside what the customer paid for the item (next section). On a free item, it never fits.

This is deliberate: a customer can't get a product for free and store credit on top.

## Fixed-amount rewards on discounted items

A fixed reward (for example "$32.95 in store credit for buying this variant") is **not reduced to fit** a discounted price. If the reward is more than the customer paid for the item after discounts, that item earns **nothing** from the program.

Example: a $32.95 fixed reward on a variant priced $50.

| Discount on the order | Customer paid for the item | Cashback                              |
| --------------------- | -------------------------- | ------------------------------------- |
| None                  | $50.00                     | $32.95                                |
| 20% off code          | $40.00                     | $32.95                                |
| 40% off code          | $30.00                     | Nothing: $32.95 is more than was paid |
| 100% off code         | $0.00                      | Nothing                               |

With several units of the same item, the reward for all of them has to fit inside what was paid for that line: 2 units need at least $65.90 paid across both.

Store credit spent on the order is deducted the same way as a discount, per your **When a customer pays with store credit** setting, so it can also push a fixed reward over the limit.

**Fix:** expected behavior. If you want a fixed reward to survive a discount, lower the reward, or use a percentage program instead, which scales down with the discount rather than dropping to zero.

## The program is set to skip discount codes

**Look at:** the program's advanced options in **DollarBack admin → Cashback**, and whether the order used a discount code.

**You'll see:** **Give cashback when discount codes are used** unchecked. That program ignores every order with a discount code, whatever the code is worth. Automatic discounts don't count as discount codes here; they only reduce the amount, as above.

**Fix:** check the option if the program should still earn on discounted orders ([Set up purchase cashback](/dollarback-store-credit/earning-cashback-programs/set-up-purchase-cashback.md)).

## Testing your setup

To check that a program works, place a test order **without** a 100%-off code: use Shopify's test payments, or a small discount that leaves the item price above any fixed reward. The credit then follows your trigger and holding period ([When credit is issued](/dollarback-store-credit/earning-cashback-programs/when-credit-is-issued.md)).

Still unexplained? Contact support with the order ID.

## Related articles

* [How cashback is calculated](/dollarback-store-credit/earning-cashback-programs/how-cashback-is-calculated.md)
* [A customer didn't receive cashback](/dollarback-store-credit/troubleshooting-and-faq/customer-didnt-receive-cashback.md)
* [Set up purchase cashback](/dollarback-store-credit/earning-cashback-programs/set-up-purchase-cashback.md)
* [Admin blocks on the customer & order pages](/dollarback-store-credit/analytics-data-and-account/admin-blocks-customer-and-order-pages.md)