Why Didn't the Club Discount Apply to the Club Member's Online Web Order?

Club Members must be logged in when placing online Orders to receive their Club Discount.

• To receive Club discounts, a Club Member must be logged in to their account when placing an online web Order. If Club discounts didn't apply to a Member's web Order, it's likely because the Member wasn't logged in to their account at the time of the Order.

Why you may see the Order in the Member's Order history (even if they were not logged in at the time).

• If the email address that the Member uses during checkout matches an existing Customer Profile, then the Order will be automatically added to the profile's Order History.
• This happens because after processing the Order, the Commerce7 runs a background task that connects any Orders with the same email address to the existing Customer's Order history. As a result, an Order will appear in the Customer/Club Member's history, even if they were not logged in at the time.

How you can test if a Member was logged in at the time of purchase.

One way to determine if the Club Member was logged into their account when placing the Order is to duplicate the original order and check if the discounts are applied to the new Cart.

1. Select the applicable Order.
2. Click the More Actions button and choose Duplicate. 
   
3. Take a look at the Promotions & Coupons section on the right side of the screen.
4. If the Promotions are applying properly to the Cart, then it is likely that the Club Member was not logged in at the time of their web Order. 
   

Fixing the Order

We recommend duplicating and processing a new Order.

1. Duplicate the Order as referenced above. 
2. Confirm Club Promotions are applying.
3. Process the new Order.
4. Refund the original Order. This will ensure accurate reporting.