SAKU Thanks Custom: What to check when coupons aren't shown or issued

This is a checklist for when the coupon button doesn't appear on the Thank you page, or no coupon is issued. In most cases, the cause is one of these three, so check them first: ① Is the coupon block "Active"? (Check the list on the "Blocks" page.) ② Did you place "SAKU Thanks Custom" on the Thank you page and save? ③ Is your store on the "Pro plan"? If all three are fine, go through the checks below, starting from 1.

[Terms] A "block" is a piece of content shown on the Thank you page (you create blocks in this app's "Blocks" page). The "app block" is "SAKU Thanks Custom", which you place in Shopify's checkout editor. Once the app block is in place, the blocks you created appear on the Thank you page.

The Thank you page (the page shown when a purchase is complete) appears as "Thank you" in Shopify's editor. They're the same page.

In this article

• Why coupons aren't shown or issued, and the order to check things in
• What "isn't available" means when buyers see it
• What happens when you go back to the Free plan

Where to go: Shopify admin (Settings, Orders, Customers) / Shopify admin → Apps → "SAKU Thanks Custom" → "Blocks"

0️⃣ First, check these

• Is the block "Active"? (Check the list on the "Blocks" page.)
• In the checkout editor, did you place the "SAKU Thanks Custom" app block on the Thank you page and press "Save"?
• Are you on the Pro plan (or a development store)? On the Free plan, coupons aren't delivered to the Thank you page.
• Is "Button text" empty? A block with empty button text isn't shown.

After you go back from the Pro plan to the Free plan, coupon blocks are no longer shown to buyers and no new codes are issued. In Block management, you can only "Disable" or "Delete" coupon blocks. The order status page block keeps showing codes that were already issued.

1️⃣ Is it a guest checkout (a purchase without logging in)?

The coupon is shown only to buyers who are logged in. For guest checkouts, the block itself isn't shown, because coupons are issued and tied to a customer account.

As in the image above, other blocks such as thank-you text and images are still shown for guest checkouts. Only the coupon block is missing.

In the Shopify admin, open "Settings" → "Checkout" and, under "Customer contact method", tick "Require customers to log in before checkout". After the change, "Save" appears on the screen. Be sure to press it, or the setting won't take effect. The setting applies to orders placed from then on. Guest orders that have already been placed won't get a coupon.

To be sure, turn this setting on and then make a new purchase while logged in.

2️⃣ Has payment been completed?

The button isn't shown for orders whose payment isn't complete yet, such as convenience store payment, pay-later, bank transfer, or card payments that you capture manually. If payment completes while the Thank you page is still open, reloading the page shows the button. No code is issued automatically after the buyer leaves the page.

How to check: open the order under "Orders" in the Shopify admin. If "Paid" is shown at the top of the screen, payment is complete.

3️⃣ Has the order been canceled or refunded?

The coupon isn't shown for orders that are canceled, refunded, partially refunded, voided, or expired (card payments that were authorized but not captured in time).

How to check: open the order under "Orders" in the Shopify admin. Orders marked "Canceled" or "Refunded" don't get a coupon. Don't cancel or refund the order until you've finished checking.

4️⃣ Is it a test order on a live store?

On live stores, test orders don't issue coupons. Check with a real purchase made while logged in (for how, see step 7 of How to grow your email list from the Thank you page). On Partner development stores (free stores that app developers and others create for testing), test orders do issue coupons.

5️⃣ Was the order placed within the last 24 hours?

The coupon isn't shown once more than 24 hours have passed since the order.

6️⃣ Is the order below the "Minimum order total for this order"?

If the order total is lower than "Minimum order total for this order (optional)" in the coupon block's "Display rules", the button isn't shown.

7️⃣ Does the buyer match "Who can get it"?

When "Who can get it" is "First-time buyers only", repeat buyers don't see it. When it's "Repeat buyers only (not their first order)", first-time buyers don't see it. A customer with 1 order or fewer counts as first-time, and 2 or more as a repeat buyer. If the order count can't be read, the coupon isn't shown either.

8️⃣ Does the buyer match the customer tag rule?

When "Display rule" is "Show only to customers with specific tags", only customers with those tags see it. When it's "Hide from customers with specific tags", customers with those tags don't see it. You can check a customer's tags under "Customers" in the Shopify admin. If the customer's tags can't be loaded, the coupon isn't shown either (this is temporary).

The red boxes show the "Display rules" and "Customer tags" settings. Check them, and press "Save" after you make changes.

For details, see How to show blocks only on mobile or desktop, or by customer tag.

Messages buyers may see

When the code isn't shown on the page (the default), buyers who aren't subscribed to email yet can't press the button while the box is unticked. Because the button can't be pressed, they normally won't see "isn't available". The app also doesn't refuse a coupon just because it couldn't check the subscription status.

If the connection is unstable, nothing may be shown. Reload the page.

Troubleshooting

• I checked everything, but it still doesn't appear
  Check whether your store is a Partner development store or a live store. On a live store, try a real order made while logged in (within 24 hours and paid), not a test order.
• The code isn't shown (but the button is)
  The code is set not to be shown (the default), so it's delivered by email. To show it on the page, turn on "Show the coupon code on the Thank you page" (see Every coupon block setting explained).
• The email doesn't arrive
  See "Troubleshooting" in How to grow your email list from the Thank you page.
• Coupons stopped appearing after I went back to the Free plan
  This is expected. They'll appear again if you subscribe to the Pro plan again. No new codes can be issued, but codes already issued are still shown on the order status page.
• I want to test on a Partner development store
  On Partner development stores, coupons are issued for test orders too. No billing approval is needed, and you can use every feature.