PROMOTIONS

DIFFERENCE BETWEEN A PROMO CODE AND A GIFT CARD

Promo Codes EXPIRE!!!!

In Fandango’s operating environment, Customers may confuse the terminology and sometimes have trouble distinguishing Gift Cards from Promotional Codes.

To help support our Customers, there are several ways to differentiate between promotional codes (promo code) and gift cards. The primary differences are:

· Promotional codes expire (a beginning and an end date)

o Gift Cards NEVER expire.

· Promo Codes use an “alpha-numeric” system (made up of numbers and letters)

o Gift Cards are numbers only

· Promo Codes are comprised of 14 digits (alpha-numeric)

o Gift cards are either 16 or 19 digits (numbers only)

TERMS & CONDITIONS

It is critical to understand the Terms and Conditions (T&C’s) associated to each promotion. An in-depth understanding and knowledge of Terms and Conditions help support Agents with effectively addressing Customer’s concerns. Terms and Conditions are also referred to as; T&C’s, Policies and Terms, Fine Print and Terms and Conditions.

An example of T&C’s is provided below:

FINE PRINT: *Plus taxes and up to $20 delivery fee to ship bouquet. Valid for your first purchase on thebouqs.com. For new Bouqs users only. Offer is valid from 10:00 am PT on May 1, 2017 through 4:00 PM PT on May 11, 2017, while supplies last. Each eligible ticket purchaser on Fandango.com or via the Fandango App will receive a post-purchase email with a code (“Code”) valued at $40, redeemable on thebouqs.com for select bouquets available at https://www.bouqs.com/fana4. Ticket purchase must be made with a Fandango VIP account. Fandango VIP is free to join. Limit one (1) Code per eligible transaction, regardless of the number of tickets purchased in a single transaction. If cost of bouquet is more than maximum value of the Code, then user must pay the difference. Code expires on December 31, 2017. Code is not valid on prepaid plans, gift certificates, videograms, cards sent using mailing services, prior purchases, orders placed for in-store pick up, purchases made on the The Bouqs Company iPhone, iPad and Android apps. Offer valid in the U.S. only to residents 18 years of age or older. Code may not be combined with any other offer or discount. This is a promotional code and is not to be shared, is non-transferable, is not for resale, has no cash value, and will not be replaced if lost or stolen.

____________________________________________________________________________________________________

The Fine Print extracts the important points from the promo needed to answer and/or address Customer concerns and issues. The main points to be familiar with are:

· The start and end date

o Time and time zone

· Limits (Example: Limit one (1) code per eligible transaction)

· Code expiration

· Other nuances to be familiar with are:

o Code is not valid for use with

o While supplies last (this means when the codes have exhausted, the promo is over, regardless of the end date)

o The state, country the code is valid in

o The value of the code

o What the code can be used for

This list is not all-inclusive, however covers the basics. The point is to be familiar enough with the promotion that service to the Customer is delivered seamlessly.

PROMO CODE GUIDELINES

There are two (2) types of Promo Codes:

1. Fixed Ticket:

a. Specifies the number of tickets associated to the promo.

2. Dollar Amount Off:

a. Specifies a specific dollar amount is deducted.

The terms and conditions will spell-out whether the promotion is:

3. Single – Use:

a. Can only be used one time, regardless of whether the full amount has been redeemed, or not.

4. Stackable:

a. More than one promo code can be used in any one transaction.

Promo codes are always:

· Non-refundable | Cannot be exchanged

· Cannot be replaced if lost or stolen

· Have no cash value

· Once it’s used, it’s exhausted

o This includes if it’s not used the way the T&C’s have stated it should be.

PROGRAMS THAT USE PROMO CODES

• F.com ticketing

• FandangoNow

• Rewards

• Fanshop

TROUBLE-SHOOTING PROMO CODE ISSUE

There are a variety of issues that can cause a promo code to experience redemption issues. Things that are beyond the Call Centers control are:

1. Technical Issues:

o on the Customer’s end

§ Redirect Customer to their Internet Service Provider (ISP)

o on Fandango’s end (F.com or database)

§ Escalate this to Site Support

• When the promo code was created, it was generated with incorrect information

• There is an issue with the Platform activation site for the promo

How to address the final two bullets will be discussed later.

The most common contacts the Call Center receives in relation to promo codes are:

1. Promo Code not applying/redemption issues

2. Promo Code expired

3. Promo Code is illegible

4. Balance Check

5. How to activate the promotion?

6. Code Cancelled – Max tickets not used

7. Refer to the campaign owner

8. Complaints

As a note, we receive this last one as well, however, less frequently:

9. Promo Code locked/Blocked

MOCK PURCHASES

The very first step in troubleshooting a promo code issue is to perform a “MOCK PURCHASE.” A Mock Purchase allows the Call Center Agent to validate whether what the Customer is experiencing, can be duplicated. Duplication helps us determine who owns the issue.

When troubleshooting the issue, it’s best to use the same web browser, APP and device the Customer is using.

PERFORMING A MOCK PURCHASE

Mock purchases are performed by using the Customer’s promo code to:

1. Visit www.Fandango.com

2. Choose the exact theatre, movie, ticket number and seats (if available) that the Customer chose

3. Enter and Apply the promo code, with the exception:

***DO NOT CLICK ON “Complete my purchase.” If all is well, go to the next step.***

Use the Copy & Paste function (Highlight text, Ctrl+V) to move the Promo Code number from Fandango.com into the Admin (A.K.A. BackLot) in the section labeled, “Promo Code by Claim Code.” Click “search.” This will take you to the screen that houses all of the original details about this promo code.

Most importantly, all the information needed, to support our Customer’s needs, questions and concerns.

1. Original dollar amount

2. Displays whether the promo code requires activation, if so, the activation site and whether the code has been activated, or not

3. Start/End date/time

4. Issuing company and Customer Service details

5. Description of the promo

PROMO CODE IS ILLEGIBLE

When a Customer contacts the Call Center because they are in possession of a promo code that they are unable to read, this issue must be escalated for resolution.

A picture of the promo code must be obtained from the Customer. Without this photo, there is nothing Fandango can do.

DO NOT ESCALATE without a picture of the promo code.

Incident Handling Steps:

1. Category: Code not readable

2. Subject: Promo code is illegible

3. Status: Escalated

4. Queue: Charmane

5. Standard

a. Customer Response: Promo Code Illegible – More Info Needed

b. Escalation Response: Escalation – Promo Code is Illegible

i. Provide required information for the escalation template.

6. Save & Close

PROMO CODE BALANCE CHECK

Generally there is not a need to check the balance of a promo code as they tend to be single-use (use one-time and their exhausted). However there are instances, when a promo code simulates a gift card.

Comp Codes provided by the Corporate Office, Businesses and Movie Studios provide high dollar value promo codes that can be used more than once, until funds are exhausted and although have an expiration date, this time will be far into the future.

Just like gift cards, promo code balance check can be performed by visiting>>> https://www.fandango.com/fandango-gift-cards | Clicking the link in the upper – right hand corner of the Fandango.com website that says Gift Cards | when this link is clicked, leads to the check balance option shown below.

Take the opportunity to educate the Customer on this process.

Incident Handling Steps:

1. Category: Promo Codes>>>Check Balance

2. Subject: Promo Code – Check Balance

3. Status: Resolved

4. Queue: Automatic

5. Standard

a. Customer Response: Customer Response: Check Balance (Web)

6. Save & Close

CODE CANCELLED – MAX TICKET NOT USED

Promo Codes generally come with restrictions that are spelled out in the T&C’s. However, the fine print is not always read or understood by the Customer. This causes escalations in this area. Typically terms and conditions will read like this:

Promo code is good for 2 tickets up to $46. However, the fine print will stipulate single use:

Customers read and understand this as:

· I can go to the movies by myself twice because I have two tickets

· Or…me and a date spend $23 on a movie and we have $23 remaining.

Neither of these is accurate. The translation of this T&C is:

· If I go to the movie by myself and spend $16 on a ticket, the promo has been used once and it’s done.

o The only way to get the full value of the $46 is to use it in one shot.

o The same applies to taking a date to the movie with me. There are no remaining funds or tickets once a “single-use” ticket has been used once.

Single use is the keyword here.

In these instances, DO NOT ESCALATE; level-set with the Customer and follow the incident handling steps.

Incident Handling Steps:

1. Category: Code Cancelled – Max Tix Not Used

2. Subject: Code Cancelled – Max Tix Not Used

3. Status: Resolved

4. Queue: Automated

5. Standard

a. Customer Response: Once Per Use – CU Already Redeemed

6. Save & Close

PROMO CODE – EXPIRED CODE

When the date specified for a promotion and/or promo code expires, the codes will no longer work. These are the times a Call Center Agent needs to be very familiar with the T&C’s as well as the tools required to determine if there is an issue or if the code has actually expired.

· Use Admin Tool>>> Enter promo code in the field:

o Promo Code by Claim Code

· Check the details to determine if the promo code is active or has expired.

Ensure the dates shown in the Admin Tool correspond with the T&C’s for the promotion on Fandango.com.

· If they match, DO NOT ESCALATE; level-set this conversation with the Customer.

· If they do not, escalate according to the incident handling steps.

Incident Handling Steps:

1. Category: Promo Code>>>Expired Code

2. Subject: Promo Code – Expired Code

3. Status: Resolved

4. Queue: Automated

5. Standard

a. Customer Response: Expired Promo Code

i. Complete required information for the Customer Response template.

6. Save & Close

PROMO CODE – LOCKED CODE

This happens rarely; however, if a Customer Contacts the Call Center regarding a promo code that has been locked, we are able to unlock it using the Admin Tool. The code may not provide the details that the code is locked; however as part of the troubleshooting process, we should follow these directions.

From the Admin Tool home page.

http://admintools.fandango.com/admin/fand/default.aspx

Click on>>> Unlock Promo Codes

From the home page, you will be redirected to the Unlock Promo Codes page.

Multiple codes can be entered – However, they must be entered one code, per line.

Incident Handling Steps:

1. Category: Promo Code – Locked Code

2. Subject: Promo Code – Locked Code

3. Status: Resolved

4. Queue: Automated

5. Standard

a. Customer Response: Standard Text for Issue Resolved

i. Provide required information for the escalation template.

Save & Close

PROMO CODE – REFERRAL

In the cases of promotions and promo codes that are not owned by Fandango, Agents are to direct the contact person to the contact specified in the Admin Tool.

· Use Admin Tool>>> Enter promo code in the field:

o Promo Code by Claim Code

· Check the details to determine where to direct the Customer.

Incident Handling Steps:

1. Category: Promo Code>>>Referral

2. Subject: Promo Code – Referred back to Campaign Owner

3. Status: Resolved

4. Queue: Automated

5. Standard

a. Customer Response: Promo Referrals

i. Provide required information for the Customer Response template.

6. Save & Close

PROMO CODE – COMPLAINT

Promo codes are one aspect of Fandango’s business that Customer’s seem to be most passionate about. Customer’s love receiving the gift, don’t always read or understand the terms and conditions that guide usage.

Issues arise when intended usage and Customer understanding clash.

As much as we try to do the best job possible, things arise in the operating environment that is out of our control and these things have the potential to escalate our Customers.

However, the function of the Customer Service – Call Center is to calm and reestablish the Customer in a deescalated state.

When Customers contact the Call Center with an issue related to a promotion or promo code complaint, follow the incident handling steps provided below.

Incident Handling Steps:

1. Category: Promo Code>>>Complaint

2. Subject: [Promotion/Campaign] - Complaint

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer Response: Fandango>>>General Apology.

6. Save & Close

Special Offers – Offer Not Received

Special Offers are free or discounted deals given to Fandango Customers for purchases made. In most cases, the offers are in conjunction with ticketing purchases. There are three types of Special Offer’s Fandango offers its Customers:

1. Sweepstakes – Purchase tickets and enter to win a gift (determined by the rules).

2. Gift with Purchase (GWP) – Purchase tickets and receive a gift.

3. Purchase with Purchase (PWP) – Purchase tickets and get a discount that can be applied to another Fandango product/service such as;

o FandangoNOW or

o FanShop

Current offers can be found in the upper right-hand corner of the Fandango.com site.

Rules for an offer will determine how the gift will be delivered. Some gifts are delivered:

o With the confirmation page for the ticket purchase

o via a link/download | to the Customer’s e-Mail

The most important points to remember when troubleshooting Special Offers are:

· To be familiar with the terms and conditions as these incorporate and explain the modes of gift delivery and the offer period details.

Because the most common issue Customer’s experience is not receiving their gift or not knowing how to redeem their purchase offer.

· There are exclusive offers that are only provided to our VIP members.

It’s important to be able to distinguish between VIP exclusive and general public offers.

***HINT: General public offers have the “Purple Present” ribbon.***

Incident Handling Steps:

1. Category: Special Offers>>>Gift with Purchase (GWPs)>>>Offer not Received

2. Subject: [Promotion/Campaign Name] – Offer Not Received

3. Status: Escalated

4. Queue: GWP Offers

5. Standard

a. Customer Response: GWP Escalation

b. Escalation Response: GWP L2 Escalation Template

i. Provide required information for the escalation template.

6. Save & Close

Special Offer – Redemption Period Expired

Incident Handling Steps:

1. Category: Promotion Expired

2. Subject: [Promotion/Campaign Name] – Promotion Expired

a. Complete the name of the Promotion/Campaign

3. Status: Resolved

4. Queue: Automatic

5. Standard

a. Customer Response: Special Offer Expiration Discrepancy

b. Escalation Response: Escalation – Special Offer Expiration

i. Provide required information for the escalation template.

6. Save & Close

There are instances when the information that we receive, conflicts with the information that the Customer receives. When this occurs, the issue must be escalated for research, resolution and remediation.

Follow the incident handling steps below:

Special Offer – Redemption Period Expired (Expiration Date Conflict)

Incident Handling Steps:

1. Category: Promotion Expired – Conflicting Info

2. Subject: [Promotion/Campaign Name] – Conflicting Expiration Dates

3. Status: Escalated

4. Queue: Charmane

5. Standard

a. Customer Response: Special Offer Expiration Discrepancy

b. Escalation Response: Escalation – Special Offer Expiration

i. Provide required information for the escalation template.

6. Save & Close

FBC/OneBlood Visa Requests

FBC/One Blood codes changed from the Visa PrePaid card to a digital Visa certificate. These certificates are being fulfilled by Hollywood Movie Money; but they will still be redeemed like the Visa PrePaid card was.

Process the CU goes through to request the Hollywood Movie Money.

If the Customer has internet access but no wired theaters please make sure the Customer is filling out the form online.

If the Customer has no internet access the Customer’s information needs to be escalated to the FBC/OneBlood queue.

Once we have the Customer’s information we will request the Hollywood Movie Money and have the certificate sent to our email address. Once we have the email with the certificate that is printed and mailed to the CU via USPS.

When a CU contacts about using the FBC/One Blood code please make sure that you are having the CU visit:

Ø http://www.fandango.com/promo/OneBlood

CU will need to enter their Zip Code, City or State. If there aren't any theaters in the customers area, they will have an additional option to Receive a Hollywood Movie Money PAH certificate, which can be redeemed at the B.O. of any participating theater.

Incident Handling Steps:

1. Category: One Blood

2. Subject: One Blood [Complaint |How to Redeem| Not internet/Wired Theatre]

3. Status: Escalated

4. Queue: One Blood

5. Standard

a. Customer Response: Standard Customer Response

b. Escalation Response: Private Notes

i. Provide required information for the escalation template.

Save & Close