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It sounds like they use the same customer support teams eBay does. Scan for keywords and press button 'A' for this keyword and 'B' for that keyword. Unfortunately the response sent has nothing to do with the question asked.
It's highly possible that the discount code did not work for the book you were purchasing because of the agency thing. I tried using a coupon code once and got that response. Perhaps you did too and didn't notice the discount wasn't applied.
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