#deathnfudge_coupon-customer-portal
nova hillBOT
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- deathnfudge_api, 3 days ago, 8 messages
fickle sequoia
This is the customer in question. cus_SFr0GV77mxtfDS
They're attempting to upgrade from our Pro plan FA-STANDARD to our Pro Plus plan FA-STANDARD-PLUS.
nova hillBOT
safe cedar
Hi there 👋 to make sure we're aligned, since you mentioned both Promotion Codes and Coupons in your first message (which are distinct types of objects within Stripe), did you create a Coupon (not usable by your customers directly) or a Promotion Code (which your customers can use on Stripe-hosted UIs)?
fickle sequoia
It is a Promotion Code. UPGRADE20 which is tied to coupon 20_OFF_PLUS_FOREVER.
safe cedar
Where is the Customer trying to use it?
fickle sequoia
In the customer billing portal. They hit apply and it tells them it's not valid.
We have a way to impersonate the customer and when we hit Apply when doing so, it works so we're wondering if there's something browser related. Does that sound like anything you all have encountered before?
safe cedar
I wouldn't expect this to be browser related, but maybe some plugins could be getting in the way.
So you're not able to reproduce this behavior?
fickle sequoia
We haven't been able to reproduce it. 2 of us have tried the impersonation and it applies correctly.
safe cedar
Hm, really hard to say what this could be without understanding how to reproduce.
I'd like to think we'd trim it out, but is it possible the customer has leading or trailing whitespace in the code they enter?
fickle sequoia
I can ask them to make sure.
safe cedar
If you're able to apply it fine, but the customer isn't, then my suspicion is that there's a copy/paste problem on the customer's side or, like you suggested, something environmental on the customer's end like maybe they have a plugin/extension running in their browser that is messing with our flows.
It doesn't look like there's a misalignment between the Coupon's applicable Products and the Billing Portal Sessions for the Customer. And the Coupon/Promo Code still look active and valid.
fickle sequoia
Yeah. That's what we're seeing. I'll have them make certain there are no whitespace issues and have them check their plugins. Thanks for your help.
nova hillBOT