Introducing: Coupon Rejection Summary

“My discount code isn’t working.” Every support team has been there. A big promotion goes live, and suddenly the inbox fills up with messages about codes that “don’t work.” Was it expired? Already used? Or did the shopper miss a small condition in the campaign logic?

At enterprise scale, this happens constantly. Teams lose time, shoppers lose patience, and every failed redemption risks a lost sale.

That’s the problem Coupon Rejection Summary solves, as outlined below by Maria, one of our earlier beta users.

Coupon Rejection Summary gives teams a clear, plain-language reason when a coupon doesn’t apply, directly inside Talon.One. It’s the newest feature in our AI Summaries Suite, which uses natural language to make complex data instantly understandable. Now, any user, regardless of their technical fluency, can get a clear answer they can share immediately. Until now, troubleshooting a coupon code rejection meant understanding how Talon.One’s Rules Engine evaluated each condition. The system could show which rule failed, but making sense of it required technical context.

Now, the AI reads that context for you and turns it into something anyone can understand, without requiring any deep understanding of how Talon.One works. So instead of something like: Rule condition failed: segment=VIP not met. You’ll see something more like: “This coupon is only valid for VIP customers.”

Here’s how it works in practice. A user can log into Talon.One and open the Coupon Finder and enter the Coupon code in question. Select the Rejections (Beta) tab, choose the appropriate session, and click Generate Summary under Rejection Reason column.

Within seconds, the AI analyzes the full context of that rejection: campaign rules, customer attributes, redemption history and generates a short, plain-language explanation of what happened. The user can share the summary directly with your customer or your internal team. It’s also available in multiple languages, so global support and operations teams can read it in Spanish, Arabic, Japanese, and more. The user can further click on Details to find more context on why the coupon was rejected by surfacing information such as which product the user added, the price, the quantity, and so forth.

When coupon rejections happen, customers expect quick answers. Without context, every ticket turns into guesswork. With Coupon Rejection Summary, any Talon.One users can get clarity and share the reasons with the support team immediately.

In early beta testing, surfacing the top three rejection reasons helped participating customers reduce repeat rejections by 32%, cutting ticket volume and improving conversion rates. Kirsten from Design Shoe Warehouse speaks of the benefits they've experienced so far:

And by showing why coupons fail in the first place, teams can prevent the kind of small frustrations that lead to abandoned carts or lost loyalty.

Talon.One’s AI Summaries are already helping users make sense of complex data from Session Summaries that explain what happened at checkout to Audit and Campaign Summaries that describe rule changes and performance outcomes in plain language.

Coupon Rejection Summary builds on that same foundation, bringing natural-language explanations directly into the coupon troubleshooting process. Together, these summaries help every team move faster, with a shared understanding of what’s happening across personalized promotions and offer management & execution.

We’ll be sharing more soon about the full AI Summaries Suite and how it’s shaping the next use cases of smarter promotion management inside Talon.One.

Soon, these rejection reasons will be available through a dedicated API endpoint. That means support teams will be able to see exactly why a coupon failed directly inside their existing tools such as Zendesk or Salesforce Service Cloud without needing to log into Talon.One. The feature is currently available to select customers in closed beta, with broader availability coming soon. If you’d like to be considered for early access, contact your Customer Success Manager,

Looking further ahead, we’re also improving how rule failures are surfaced across the platform as enhancement to our offer management & execution capabilities. Rejection reasons will be clearer and more consistent, so fewer requests ever reach customer support in the first place.