This voucher code is invalid, please enter a valid code
كود القسيمة هذا غير صحيح، يرجى ادخال كود صحيح
Definition: There’s no active campaign containing this code. Maybe the campaign doesn’t exist (e.g. not migrated), or it exists but inactive, or the code itself has a typo.
Troubleshooting steps:
Check the campaign tracker to see if the voucher if still running or not.
If it's not running, advise the customer that the campaign is expired and he can enjoy other offers from the offers tab.
If it's still running, advise the customer to send an email with a screenshot of the error to Customer Care Email.
Contact Driver: Across Journey >> Voucher Issue >> Cannot apply
This voucher has expired. تم انتهاء صلاحية هذه القسيمة
Definition: The campaign end date has been reached.
Troubleshooting steps:
Advise the customer that the campaign is expired and he can enjoy other offers from the offers tab.
Contact Driver: Across Journey >> Voucher Issue >> Voucher Validity
You cannot use this voucher, please try to use another voucher or place an order without one.
لا يمكنك استخدام هذه القسيمة، يرجى محاولة استخدام قسيمة اخرى أو ارسل طلبك بدون قسيمة
Definition: Redemption rejected by Shield as the customer might have used this voucher before.
Troubleshooting steps:
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.
Contact Driver: Across Journey >> Voucher Issue >> Voucher already used.
This voucher is not applicable on this vendor.
هذه القسيمة غير سارية مع هذا المتجر
Definition: Customer is trying to use this voucher with a non-participating vendor.
Troubleshooting steps:
Check the campaign tracker, search for the campaign and see the participating vendors.
If the vendor name was found in the participating vendors list, advise the customer to send an email with a screenshot of the error to customer care email.
If the vendor name was not found in the participating vendors list, advise the customer that this offer is not applicable with this restaurant and inform him with the participating restaurants.
Contact Driver: Across Journey >> Voucher Issue >> Voucher Conditions
You are not allowed to use this voucher, please try to use another voucher or place an order without one.
غير مسموح لك باستخدام هذه القسيمة، يرجى محاولة استخدام قسيمة اخرى أو ارسل طلبك بدون قسيمة
Definition: User doesn’t belong to the selected target segment.
Troubleshooting steps:
Check the campaign tracker and see the Campaign description to know if the customer is eligible for this offer or not.
If the customer is eligible, advise the customer to send an email with a screenshot of the error message to customer care email.
If the customer is not eligible, apologize to the customer and inform him that he is not eligible for this offer.
Contact Driver: Across Journey >> Voucher Issue >> Voucher Conditions
This voucher has been used before.
تم استخدام هذه القسيمة سابقاً
Definition: The redemption limit for this campaign has been reached for this particular customer.
Troubleshooting steps:
Advise the customer to check his Voucher Wallet as his voucher might be added to his voucher wallet if he didn't place the order.
If the customer didn't receive the voucher back, Check the campaign tracker and the usage limits for this campaign, then check the customer's last orders and see if he used this voucher before or not.
If he used it, advise the customer that he already used this voucher before and he can enjoy other offers from Deals & Offers tab.
If he didn't use it before, advise the customer to send an email with the screenshot of the error to customer care email.
Contact Driver: Across Journey >> Voucher Issue >> Voucher already used.
Unable to Validate Voucher
Troubleshooting steps:
Check the campaign tracker and see the Campaign description to know if the campaign is still valid or expired.
If the campaign is valid, check if the customer is eligible for this campaign or not
If the customer is eligible, advise the customer to send an email with a screenshot of the error message to customer care email.
If the customer is not eligible, apologize to the customer and inform him that he is not eligible for this offer.
If the campaign is expired, advise the customer that the campaign is expired and he can enjoy other offers from the offers tab.
If the customer complained that the offer still exist on the app, we will follow the below steps
Ask the customer to share a screenshot for the offer from the app and another screenshot from the error message.
Ask the customer to place the order and pay the full amount and we will compensate him/her with the difference in order amount.
After placing the order, send Salesforce case to Refund & Validation to compensate the customer with the difference in the order amount.
Contact Driver:
Voucher Valid - Customer not eligible: Across Journey >> Voucher Issue >> Voucher Conditions
Voucher Valid - Customer eligible: Across Journey >> Voucher Issue >> Cannot apply
Voucher Expired - Customer not eligible: Across Journey >> Voucher Issue >> Voucher Validity
Voucher Expired - Customer can still see the campaign on the app: Across Journey >> Voucher Issue >> Cannot apply