Birthday & Tier Upgrade Coupons – Customer Queries
Objective:
To guide Customer Service Associates (CSAs) on how to respond when a customer reports that they haven't received their Birthday or Tier Upgrade coupon
Eligibility:
When a customer moves from:
Explorer → Hunter: AED 25 coupon
Hunter → Champion: AED 35 coupon
Redemption Criteria:
Minimum Spend: AED 150
Validity: 30 days from the date of issuance
Issued Automatically: Upon tier upgrade
Eligibility by Tier:
Explorer: 5% discount
Hunter: 10% discount
Champion: 15% discount
Redemption Criteria:
Minimum Spend: AED 100 equivalent (in any currency)
Maximum Discount Cap: AED 150
Validity: Issued in the first 10 days of the birthday month and valid till the end of that month
Issued Automatically: Based on registered date of birth in the account
No worries! Inform the customer that the coupons are automatically issued and can be accessed even without the email via the methods below:
Open BFL app and add any items to the cart
Proceed to checkout
On the checkout page, look below the "Enter Coupon Code" field
Click "View Available Coupons"
All active coupons (Birthday, Tier Upgrade, etc.) will be shown here
Ensure the customer is logged in with the correct email/account.
From the WhatsApp number registered with their BFL account
Send the message: LOYALTY-SmileMore
To this number: +971 4 825 2526
Select the "Redeem Points & Coupons" from the option and then click “Show Coupons” option
All active coupons will be displayed
If a customer still cannot see the coupon via both methods:
Confirm their email/phone is correctly registered
Ask them to double-check the date of birth is updated in their account profile
Ask for a screen recording of both app not showing eligible vouchers and the WhatsApp not showing available coupons
If all details are correct and coupon still not found, escalate to the Loyalty Support Team via the designated Kapture Ticket — Send Email to Santhosh Gupta & Dhananjayan : santosh.gupta@bflgroup.ae dhananjayan@bflgroup.ae