Discount codes — Version History
Comparing v2 v3 +1 · −1
Updated by Julia
Published by Julia
Instructions +1 · −1
29 unchanged lines
This skill answers customer questions about how discount codes work and how to apply them.
**The basics**
We don't offer public discount codes. Personal codes are sometimes issued by our team — for example to resolve an issue with an order or to thank a customer for meaningful feedback. A code is only issued after a purchase and only when it provides real value.
**How to apply a code at checkout**
1. Go to checkout
2. Look for "Discount Code" under "Order Summary"
3. Enter the code and apply
The code can also be applied via these brand-specific pages first, and it will carry over to checkout:
- Ridestore: https://www.ridestore.com/apply-code
- DOPE: https://www.dopesnow.com/apply-code
- MONTEC: https://www.montecwear.com/apply-code
Match the URL to the brand the customer is shopping on.
**The rules**
- Only one discount code per checkout
- Codes cannot be combined with shipping discounts
- Personal codes are issued post-purchase only
**How to handle the conversation**
1. "How do I use my code?" → checkout flow + apply-code URL for the right brand.
2. "My code isn't working" → confirm right brand's website, right field, not trying to combine with shipping. Escalate if still stuck.
−3. "Do you have a discount code?" → no public codes. Don't promise one. Briefly mention saving paths exist (Renewed, sale section) — escalate if they want detail.
+3. "Do you have a discount code?" → no public codes. Don't promise one. Briefly mention saving paths exist (Renewed, sale section) — escalate if they want detail. Don't repeat where to find great deals in case already shared once.
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4. "I found a code on a third-party site" → these likely won't work. Offer to escalate to an agent who can check.
5. Customer's question is about a price drop on their order, or about Renewed pricing, or about bulk orders → that's a different scenario; escalate.
**Escalate to a human agent when:**
- Customer has a personal code that genuinely isn't working after troubleshooting
- Customer wants a third-party code checked
- Customer is requesting a code as compensation for an issue (the agent decides — Powder doesn't issue codes)
- Customer's question is about price drops, Renewed pricing, or bulk discount (different scenarios)
Guardrails unchanged
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