Discount Handling

SPECIAL INSTRUCTION:

Customers can use ONE CODE AT A TIME.

If a customer has another code, we choose whichever is higher.

HOW TO CHECK THE DETAILS OF DISCOUNT?

Launch Shopify
Ask the customer the discount code or forward the email they received, if applicable.
Search for the DISCOUNT CODE

Select Discount
Enter/Type the discount code on the search field
Select the discount code to view more details about the discount

HANDLING MISSED PROMOTIONS and PRICE MATCH INQUIRIES

Customers should already have the unit and purchased within 30days.
Promo should be active at the time of inquiry

IF THEN

There's an existing discount Refund the price difference ONLY. Promotions cannot be combined.

Order is still IN TRANSIT You may price match if the discount is equal to or else than the return cost.

Order is still ON HOLD Cancel the order and tell the customer to reprocess the order with the discount.

Customer has the unit and purchased within The customer should reach out at the time the promo is active.

30 days & Promo is NOT active at the time of inquiry The customer may return the unit as Buyer's Remorse or you may offer up to

10% discount including the original order's discount, if any.

Does the customer have a unit (Price match request)? YES Give the promo discount

Was it purchased in the last 30 days of the customer's ***if the customer already received a promo, discount the difference.***

request? YES

Is the promo active at the time of the request? YES

They didn't open the email, missed the promo We can't offer the promo but we may give 10% refund.

and it's now over.

Does the customer have the unit (price match request)? YES We can't offer the promo but we may give 10% refund.

Was it purchased in the last 30 days of the customer's

request? NO

Does the customer have a unit? NO We can't offer the promo but we may give 10% refund.

Is the promo active at the time of the request? NO

COURTESY CREDIT HANDLING

Before giving courtesy credits, let's make sure to read the validity of the coupon code and explain it well to customers why they are unable to use the code. By doing so, we are able to gain customer's trust and confidence and not think that we are sending them codes that don't actually work.

We are allowed to give courtesy credit as long as the customer has not been given any courtesy credit within the past 3 months. If the customer insists, escalate to L2.

**We can always apply courtesy credit so long as the customer has not been given any for the past 3 months and if it warrants it.

Buyer's remorse
Compensation
Eligible for a discount but was not successfully applied
Missed Promo within 24 hours from posting, no need to ask approval from the leads
If more than 24 hours, it is subject for approval from the client

IMPORTANT: If the credit to be applied is 15% or $100 and up always seek approval from your leads.

The EXTEND15 is to be used only by customer service to give a customer who requests a discount because of a missed sale or technical issue when trying to buy a sale item.

15% off all products
For everyone
One use per customer

Here are the possible reasons:

Coupon code has expired
There is a minimum amount required to avail of the discount
Applicable only to Air Purifiers (have filters added to cart also)
One time use only (customer may have used it before)
Not to be combined with other discount code (customer would like to subscribe to FC or use their Yotpo points)

***If we are to give the courtesy discount and the order has not been placed yet, offer to send an invoice and just manually apply the discount to lessen customer effort.

***We cannot offer the Create your own Bundle (CYOB) online in case we have a company or school order thousands of dollars’ worth of units and get free shipping and 15% off their order.

***Not to be combined with any other offer. Discount may expires 24 hours upon receipt of the email.

***Valid for air purifier orders $100.00 or more. One-time use only.

PROCESS REMINDER:

Please be mindful when offering or distributing our courtesy discount codes, such as MEDIFYAIR10, EXTEND15, MILITARY15, etc.
These codes should only be used with careful consideration.
Whenever possible, an invoice or payment link with the applied discount code should be the first option.
Only provide the code directly to the customer if they need time to decide or in specific situations.
This approach is necessary due to the limited restrictions on these codes and to prevent misuse.
We want to avoid customers inadvertently sharing these codes with others.

APPLYING PARTIAL REFUNDS or FULL DISCOUNTS (Shopify Orders Only)

PROCESS UPDATE as of 16 JUL 2024

Ask for the discount that the customer missed to add in their order, ask for a screenshot when necessary
Research why it can’t be added on the order. (E.g didn’t meet the eligibility criteria or discount has already been expired)

If it’s our fault, like error in our website, manually apply the discount if the order has already been placed
If customer did not meet the eligibility criteria, educate the customer on how to take advantage of the discount

If discount is warranted and the customer is about to place an order, ask approval from leads prior to providing discount code to the customer. Please refrain from providing discount codes in Shopify to our customers aside from these codes; although these codes are available, please use the best judgment before providing them to customers.

MEDIFYAIR10 - 10% off (One use per customer), Missed an offer/ Compensation/ Goodwill

For Goodwill, create a draft order with the 10% discount applied. Use the code when creating the draft order.

EXTEND15 - 15% off (One use per customer), Missed an offer
MILITARY15 - 15% off (5 uses per customer), Military discount
BSMART15 - 15% off (5 uses per customer), Student discount

Previous Process:

Ask for the discount that the customer missed to add in their order, ask for a screenshot when necessary
Research why it can’t be added on the order. (E.g didn’t meet the eligibility criteria or discount has already been expired)
- If it’s our fault, like error in our website, manually apply the discount if the order has already been placed
- If customer did not meet the eligibility criteria, educate the customer on how to take advantage of the discount
If discount is warranted and the customer is about to place an order

Please refrain from providing discount codes in Shopify to our customers aside from these codes;

although these codes are available, please use the best judgment before providing them to customers.

MEDIFYAIR10 - 10% off (One use per customer), Missed an offer/ Compensation/ Goodwill
EXTEND15 - 15% off (One use per customer), Missed an offer
MILITARY15 - 15% off (5 uses per customer), Military discount
BSMART15 - 15% off (5 uses per customer), Student discount

HOW TO APPLY DISCOUNT?

Launch Shopify
Search if the discount is still active or already expired

Note:

It is important to check if the discount is for One use per customer

or for all products ordered to make sure we are applying the discount correctly on our customers’ order/s.

Search for the order ID of the customer
Click Refund
Compute for the discount that needs to be applied.

Note: Formula is Total Amount x % of discount (E.g 100 x 10%= $10)

Under Refund Amount on the right side enter the amount that you were able to get from Step 5
Under Refund Reason, enter the Discount Code and why are we applying the discount.
Click Refund $xx.xx

APPLYING DISCOUNTS TO EXISTING ORDERS?

Do not initiate cancellation of orders to get the discount.
In Shopify, you may refund the percentage in the customer's account so they do not have to cancel and re-order.
In Amazon, it is a bit different as we are only limited to $20.00 refund.

They may not accept that and choose to cancel the order on their end and order again with the discounted price.

DO WE OFFER PRICE MATCHING?

We only sell on Amazon and Shopify. If the price is not listed in either, we do not price match as there are people that purchase our units and sell them for a bit cheaper on Amazon.
Always check our website MEDIFYAIR.com for the price as well as Amazon.

We will NOT price match the Amazon prime deal (about 30% less on the original cost of the unit) but would give a max of 15% if they would purchase from us.
Note that for customers to get Amazon Prime deals, they would have to sign up for Amazon CC or pay membership fees.

That is why Amazon can provide greater discounts. The discount is with Amazon and not us. (check Ollie)

*** FOR OTHER DISCOUNT REQUESTS REFER TO OUR LEAD/POC FOR APPROVAL ***

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