Embedded Files
Marketing
Make sure to stick to the below process whenever you need to escalate an issue of a campaign, offer, or a voucher.
Since the BOA is no longer showing any vouchers in the payment details, we will check the Invoice section on 1VU to know if the customer used a voucher or not
Common Scenarios:
Order is cancelled : If the customer complained that he used a voucher and the order got cancelled and asking to get the voucher back
Advise the customer to check his voucher wallet as the voucher will be refunded to his voucher wallet, if not, please follow the below troubleshooting
Order is incomplete: If the customer complained that he used a voucher and the order got incompleted and asked to get the voucher back, advise the customer that the voucher will be refunded back to his Voucher Wallet within 5 Mins. - Don't send the case to Refund & Validation team.
If the customer is not eligible, advise the customer that he's not eligible for this offer and he can enjoy a different offer from deals and offers tab.
Contact Driver: Across Journey >> Voucher Issue >> Voucher already used
If the customer didn't get his voucher back after the SLA, send Salesforce case to refund and validation
Contact Driver: Across Journey >> Voucher Issue >> Voucher not received
Troubleshooting Steps "GCC & Egypt"
Troubleshooting Steps "GCC & Egypt"
If you get complaints regarding a voucher code not working or working incorrectly, please run a check of the following potential issues first before sending any email or adding any case to sheet / form:
Check error message and follow the process according to the error message from this link. Note – this will give you an initial lead on what might have gone wrong
If the error message is not matching one of the mentioned error messages, follow the below:
Check attempted order date
Check payment method
Check restaurant
Check App version and if they might need to clear their cookies on web
Check use type - Campaign is applied to registered users only and not guest checkout
Check applied discount amount. Note – no discount on delivery charges
Check how many times the voucher has been redeemed
Check timing of the voucher campaign + min order amount or max discount
If none of the above checks brings any joy, advise the customer to send an email to customer care with a screenshot for the error mentioning the below:
Campaign name or where they got it from
Voucher Code + Order Number + BIN number (if applicable)
Date of order attempt
Vendor name of attempted order
(Customer details) - Email, Customer Name
If the customer informed us that he sent an email and the issue still exists, send Salesforce case to "Talabat-Escalations" .
Fake Order - Shield Order Cancelled from Shield due to Voucher policy violation
Fake Order - Shield Order Cancelled from Shield due to Voucher policy violation
If the customer complained that his order was cancelled and the reason for the cancellation was "Fake Order - Shield Order Cancelled from Shield" this means that the customer already exceeded the maximum usage limit for a certain voucher
Please use the below scripts
Thanks xxx for your patience, I've reviewed your order history and found that this order was cancelled because you consumed all your share of this discount. The good news is you can always find discounts using the filter "Deals & Offers".
شكرا "..." لانتظارك، انا راجعت سجل طلباتك ولقيت انه طلبك اتلغى لانك استهلكت حصتك من الخصم ده. لكنك تقدر تلاقى خصومات طول الوقت فى قسم "عروض وخصومات"
Use the below script also to overcome any objection from customers:
The system algorithm automatically detects any excess of the voucher usage.
.التطبيق (الابليكشن) بيكشف تلقائيا اى تجاوز فى استخدام الكود
If the customer still refused/frustrated:
Ask the customer to send an email to Vouchers@talabat.com and the SLA is: 5 days.
If the customer refused to send an email and requested to raise a complaint or someone to contact him, send a case to Escalations.
Page updated
Google Sites
Report abuse