Promo Code Issues

The Customer Is Complaining That He/She Didn't Receive The Birthday Promo Code On Their Birthday Month

Birthday Promo Code

If the customer is complaining that he/she is unable to see the promo code in the voucher section and it is their birthday month follow the below steps:

Congratulate the customer on his/her birthday.
Ask the customer for a screenshot of the birthday info. section in the app, as shown here
If the date of birth on the app is in the same month of contact follow one of the below scenarios

Ask the customer to provide us with a screenshot of the voucher section

If the promo exists in the promo code section educate the customer that he/she can use the promo code in his/her upcoming trip, see here how.

If the birthday promo doesn't exist in the voucher section check the next scenario

The customer didn't add his/her birthday

Ask the customer to edit her details to add his/her birthday and he/she will be able to see the promo code in the voucher section

If the birthday is already added or the voucher wasn't added after adding the birthday check the next scenario

The customer may have already used the promo code

Make sure that the customer didn't use this voucher before on a ride during this month, if the customer did use the promo code educate the customer about the ride he/she used it on

If the customer didn't use the promo code follow the below step

Replying to the customer

Inform the customer that we will get back to him through Email, within "24 hours".

To activate the voucher code:

In normal working days, forward the ticket to your line manager
In holidays forward the ticket to h.hassan@sixt.com.eg and CC: your manager
USING THE TEMPLATE "Promo Code Issue" from "Internal Emails"

Email template "Promocodes". (Informing the customer of the created promo code)

Use the email template on Freshdesk with the subject “Promocodes" form the "General Folder" However, the subject line of the email sent to the customer must be: “Your London Cab Voucher is Ready.”
Note for urgent cases: E.g. Customer wants a ride on the same day or within 1,2 Hours. Highlight (Yellow note) the email to prioritize the case.

Contact Reason

Contact Type 1: Promos & Campaigns

Contact Type 2: I cant use my promo code

Contact Type 3: Escalated to Tech team

Welcome30 Promo Code

Reason why the customer can't use the promo code:

He/She already used it but is forgetting
Marked as used in the voucher management, but it wasn't actually used; it was applied to a ride that is pending payment
It wasn't applied to any ride; it was added to the customer as used due to a technical issue

Ask the customer to provide us with a screenshot of the voucher section

If the promo exists in the promo code section, educate the customer that he/she can use the promo code in his/her upcoming trip, see here how.

The customer may have already used the promo code

Make sure that the customer didn't use this voucher before on a ride during this month, if the customer did use the promo code, educate the customer about the ride he/she used it on

The customer applied the promo code to a trip that is pending payment, or the promo code wasn't applied, but was added as used

Follow the steps below after making sure 100% that the customer hasn't used the promo code on a closed ride or the promo code is already applied to an open or active ride