Customer Queries :: Non-Birthday Vouchers/Coupons Not Working

ARTICLE ID : 60 14 Aug, 2025 13:52 Sachin K General Policies & Procedures

Customer Queries -- Non-Birthday Vouchers/Coupons Not Working

Scope

For any voucher/coupons except birthday or tier upgrade vouchers from Reciproci.


For birthday/tier coupons → Refer to "Birthday & Tier Upgrade Coupons – Customer Queries".


This process applies, if you get any customer complaints about Brands For Less Coupons or Vouchers not functioning like : 

  • Voucher / Coupon customer got from You Gota Gift 
  • Voucher / Coupon customer got from a marketing Campaign
  • Voucher / Coupon customer got from a website or any promotion
  • Voucher / Coupon customer got from a store event or inaugration
  • Voucher / Coupon customer got from any vendor, influencer or as a compensation from BFL
  • Voucher / Coupon customer got as a Goodwill or compensation from us
  • Voucher / Coupon customer got as OCN (Online Credit Note) 


 Very Important 

CSA should create a reminder to call back the customer within 3 days with an update once they get this complaint. They should raise the request to L2 and update the customer about the outcome within 3 days. The L2 wouldn't be the one informing the outcome to Customer, but only would be working with internal team to find the resolution/outcome – Resolution within 3 business days from the date we receive all required information.


1. Information to Collect from Customer

Detail Needed Why It’s Important
Source of voucher (how/where they got it) Identify campaign/vendor
Screenshot of message/email containing the voucher Proof & reference
Screenshot of Terms & Conditions Verify validity & rules
Screenshot of error while applying Diagnose the problem
Date of attempted redemption Check expiry
Contact number For follow-up


— Gather all required details in one interaction.
— Verify voucher terms and authenticity
— Raise the request to check the issue with the concerned team with all the details (Screenshots, error message, how the voucher was received etc.)
— Providing resolution within 3 business days

2. Process Flow

  1. Acknowledge & Empathize

    • Thank customer for sharing details

    • Apologize for the inconvenience

  2. Collect Required Details

    • Politely request all screenshots and info listed above

    • Ensure you receive clear images

  3. Log & Forward

    • Record in Kapture with all attachments

    • Assign this ticket to L2 with all details (with what was the voucher and how was it received, attachmnets, error message & screenshot)

    • L2 will send it to Marketing if the voucher is from a campaign — valroy@bflgroup.ae , marwan.alhasbini@bflgroup.ae , santhosh@bflgroup.ae, siby.j@bflgroup.ae or KSA marketing team depending on the type of voucher.   If the voucher was an OCN or Voucher of compensation, inform Sachin / Josy / Leah

  4. Follow-Up SLA

    • Update customer: We will get back within 3 business days. The CSA should go to the ticket after 3 days from raising the ticket and give the update to Customer. CSA is expected to create a reminder for this ticket to get back with an update

  5. Outcome : CSA to go back to the customer after 3 days with an update. CSA should set a call back for such cases 

    • If genuine → Issue new voucher

    • If invalid → Share clear reason

3. Email Response Template

Subject: Follow-up on Your Voucher/Coupon Concern

Dear [Customer Name],

Thank you for contacting us and sharing your concern. We’re sorry you’re facing trouble using your voucher, and we’d like to help you resolve this quickly.

To assist you better, could you please share the following details:

  • How or where you received the voucher

  • Screenshot of the message/email containing the voucher code

  • Screenshot of the Terms & Conditions for the voucher

  • Screenshot of the error shown while applying the voucher

  • Date you attempted to redeem it

Once we receive these details, we will forward your case to the relevant team and update you within 3 business days.

If the voucher is valid but not working, we’ll issue a new one for you. If it’s invalid or expired, we’ll share the reason so you’re fully informed.

We appreciate your patience and look forward to resolving this for you.

Kind regards,

4. Call Response Spiel

Opening:
“I’m sorry to hear you’re having trouble with your voucher. Let’s work together to fix this.”

Info Gathering:
“Could you please tell me how or where you received the voucher? I’ll also need a screenshot of that message or email, a screenshot of the terms and conditions, and a screenshot of the error message you’re getting. Could you also share the date you tried to redeem it and a contact number for follow-up?”

Closing:
“Thank you for sharing these details. I’ll forward your case to our promotions team and we’ll update you within 3 business days. If it’s valid but not working, we’ll send you a replacement code. If not, we’ll explain why. We’ll make sure you’re kept updated.”

5. SLA

  • Customer Update: Within 3 business days

  • Internal Follow-Up: Daily until resolved


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