Private: Labs discount codes

Fullscript sometimes sends practitioners discount codes for lab orders, usually for free trial tests. New codes come out every week or two, so this guide explains how to check and troubleshoot a code instead of listing them.

Redeeming a lab discount code

To use a lab discount code, practitioners need to:

1. Add themselves as a patient.
2. At checkout, select I’ll pay for patient’s labs.
3. Enter the code at checkout.

If a practitioner can’t find where to enter the code, they’re likely checking out as a patient. The promo code field is hidden in patient checkout for lab-only carts.

Codes also can’t be applied in Labs Express Checkout.

Troubleshooting a lab discount code

Checking a code in Admin

To look up a code:

1. Go to Promotions in Admin.
2. Search by the code or promotion name.

In the list, check:

• Status: Confirm the code is Active, then check its dates, eligibility requirements, and usage limits. Scheduled codes haven’t started yet. Ended or Deactivated codes can’t be used.
• Starts and Ends: When the code works. Times are in Eastern Time, and end times vary by code.
• Current Usage: How many times the code has been applied to an order across all stores, even if the order wasn’t completed. It doesn’t show whether a specific store has used the code.

For unique codes, you can see who used the code. For shared codes, you can only see the total, so you can’t tell whether a specific store has used it.

For more detail, select the promotion:

• Usage limit per store: How many times each store can use the code. If it’s blank, there’s no limit.
• What is being discounted? Which items the code covers. If it says the entire supplement catalog is eligible and excludes labs, the code won’t work on lab orders.

Why a code won’t apply

A code can exist and still not apply. Common reasons:

• The code has expired, been deactivated, or hasn’t started yet.
• The store has reached the code’s usage limit. Check Usage limit per store in the promotion details. If a shared code has a per-store limit, use by another practitioner at the same store may count toward that limit.
• The code was assigned to someone else. Unique codes only work for the person or store they were assigned to.
• The code discounts the whole order. Only item-level codes work on labs.
• The cart isn’t eligible. For example, the cart doesn’t include the test the code covers.
• The code is already applied, or another promotion gives a better deal.
• The practitioner is using Labs Express Checkout. Codes can’t be applied there. Have them follow the steps under Redeeming a lab discount code.
• The practitioner is checking out as a patient. The promo code field is hidden in patient checkout for lab-only carts. Confirm they’re ordering through the practitioner workflow and selecting I’ll pay for patient’s labs.
• The code only works on a store’s first lab order. A store that’s already placed a lab order isn’t eligible, even if that order used a different promotion.
• The order would be $0. Fullscript can’t place a $0 order, so a code that would discount everything to $0 won’t apply.

Escalating a code that should work

If the code still won’t apply after checking its status, dates, assignment, usage limits, cart eligibility, and checkout method, post in #labs-support-escalation and tag Justin Farnand and Jacque Staub.

What to tell the practitioner:

• If the code has expired, explain that the promotion has ended and codes can’t be extended. Let them know new promotions are offered regularly.
• If the code should work but doesn’t, let them know you’ll escalate the issue for the team to investigate, then escalate it.