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If the coupon code is saved in the system and has not yet expired, one possibility is that it may be set to only a certain group of products, or even a specific product. Another possibility is that the Department(s) of the products in the sale may be set to not allow products in the Department to be discounted, or within a product itself, on the Advanced tab, it may be set to not be able to be discounted.

If it is not working for items that should be eligible, it may be that the customer is not entering it properly into the Coupon Code area of the shopping cart. Basically, they have to enter the code with no extra spaces, if the code matches a saved one, it will pop up in a drop list. The customer needs to click the code in the drop list and then click to Apply the coupon code. If any step in that process is skipped, the coupon code will not be applied.