Hello Marina,

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Look forward to your reply.

Hello Marina

Sorry for the misunderstanding here. We don't actually need to access your website.

The %coupon_used% placeholder is not for the customers, that's why you won't see it in the "</> Show Email Placeholders" menu in the "To Customer" email template section:

Once you click on "To Employee" section, and click on the "</> Show Email Placeholders" menu, the placeholder is there because it shows the info related to the coupon:

• The customer's full name
• The coupon they used
• The discounted amount

This is done because the customers should know which coupon they used, and they don't need to receive a notification about it in the email. The employees, however, should (in some cases) know which coupon the customer used, since you may have multiple coupons with the same discount, and they could be provided through multiple sources. So, for example, if you have a "FB20" coupon for applying a 20% discount for Facebook users, and a "IG20" coupon for applying a 20% discount for Instagram users, your employee would know where the customer obtained the coupon.