A reward discount code isn't working
A customer's reward code is rejected at checkout. Check the shared discount first. Deleting it is the single most damaging (and most common) cause.
1. Was the shared discount RDM-(DO NOT DELETE) deleted?
Look at: the discounts page in Shopify admin. Search for a discount whose code is RDM-(DO NOT DELETE).
You'll see: every reward code DollarBack issues (earn-side codes and marketplace redemptions) hangs off this one shared Shopify discount. If it's missing, every issued code stops working at once. That's the tell: all codes failing simultaneously means this is your cause; one customer's code failing means skip ahead.
Do not recreate the discount manually. A hand-made discount with the same code is an empty shell: it isn't connected to the app, and previously issued codes will not attach to it. Contact support and we'll re-provision the shared discount and re-link outstanding codes.
Fix: contact support for re-provisioning, then warn your team the discount must never be deleted; the name is the warning.
2. Has the code expired?
Look at: the code's issue date and expiry. Expiry is baked into each code from the reward's Expires after (days) setting; check the Activity row that issued it.
You'll see: checkout rejecting the code with your "Expired code" rejection message.
Fix: expected behavior. Issue a replacement manually if you want to honor it; consider a longer expiry on the reward.
3. Does the cart fail the reward's redemption rules?
Look at: the reward's cart groups and redemption rules on the Reward marketplace page, versus what's in the customer's cart.
You'll see: checkout refusing the code with one of your rejection messages: a minimum spend, minimum quantity, or eligible-items requirement that isn't met. The message itself usually says what's missing ("Spend $20 more from Skincare to use...").
Fix: expected behavior; the customer needs to meet the condition. If a rule is stricter than intended, edit it on the reward. Editing affects all outstanding codes for that reward.
4. Do combination rules exclude another discount in the cart?
Look at: what else is applied at checkout: another code, or an automatic discount.
You'll see: the reward code refused in combination, even though it works alone. Combination settings (order / product / shipping classes) live on the shared discount node and are store-wide: every outstanding reward code shares the same stacking rules, and changes affect all codes immediately.
Fix: have the customer remove the other discount, or update the Combinations card on the Reward marketplace page. You can't allow stacking for just one reward.
5. Was the code already used?
Look at: the discount-codes view in DollarBack admin → Analytics; each code shows issued/used status.
You'll see: the code marked used on an earlier order. Reward codes are single-use.
Fix: expected behavior. If a code's value exceeded the cart total, the remainder is not banked; the unused value is lost.
6. Double-submit minted a duplicate
Look at: the customer's redemption history for two nearly identical codes seconds apart.
You'll see: the redeem button was clicked twice; two codes were minted and the credit cost may have been charged twice. Credit is charged at claim time, not at checkout, and it is not auto-refunded for unused codes.
Fix: contact support to void the duplicate and restore the credit; corrections here are a manual support action.
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