Voucher and Promotion Application Troubleshooting

Voucher Categories

Voucher Stacking Rules

Customers often want to use multiple vouchers on a single order. Explain the stacking rules clearly:

• One platform voucher can typically be used per order
• Seller vouchers apply per seller, so multi-seller orders may use multiple seller vouchers
• Shipping vouchers are separate from product discount vouchers
• Bank vouchers may stack with other voucher types depending on promotion terms
• Niceazda Coins or rewards points may be used alongside vouchers

Issue: Voucher Code Invalid

When a customer receives an invalid code error, check the following:

• Code spelling and formatting including case sensitivity and spaces
• Whether the voucher has expired by checking validity dates
• If the voucher has already been used and redemption limit reached
• Whether the code is for the correct platform or region
• If the promotion period has not yet started

Ask the customer to share the exact code and where they obtained it. This helps verify legitimacy and identify the specific issue.

Issue: Minimum Spend Not Met

Many vouchers require a minimum cart value before they apply. Troubleshoot by checking the voucher terms for minimum spend requirement, calculating the customer's eligible cart value, and noting that some items may be excluded from the minimum calculation. Explain that the minimum is typically calculated on eligible items before other discounts, and certain categories like digital products or specific brands may not count toward the minimum.

Issue: Product or Category Exclusions

Vouchers often exclude certain products or categories. Common exclusions include specific brands that have opted out of promotions, categories like electronics or luxury goods with lower margins, products already on flash sale or deep discount, cross-border or international products, and service fees or shipping charges. Guide customers to review the voucher terms and conditions, which list specific exclusions. If their desired product is excluded, help them find similar eligible alternatives or other applicable promotions.

Issue: Seller Voucher Not Applying

Seller vouchers only work for products from that specific seller. Verify that all items in the customer's cart requiring the voucher are from the correct seller. If the cart contains items from multiple sellers, the seller voucher will only discount the relevant seller's products. The minimum spend for seller vouchers is calculated on that seller's items only.

Issue: Bank or Payment Voucher Problems

Bank partnership vouchers have specific requirements. Troubleshoot by confirming the customer is using the correct payment card from the partner bank, checking if the card type qualifies such as credit versus debit or specific card tiers, verifying the promotion is still active for that bank, and ensuring the customer has not exceeded the redemption limit per card or account. If the issue persists, the customer may need to contact their bank to verify the card is enrolled in the promotion.

Collection Limit Reached

Vouchers have collection limits per customer. If a customer cannot collect a voucher, check if they have already collected it and it is in their voucher wallet, if they have reached the maximum collection limit for that promotion, or if the total voucher allocation for the campaign has been exhausted. Direct customers to check their voucher wallet in the app or website, as they may have collected it without realizing.

Eligibility Requirements

Some vouchers have eligibility criteria for collection such as membership tier requirements, new user only restrictions, app-exclusive vouchers not available on web, or location-based restrictions. Explain any unmet eligibility requirements and suggest alternative vouchers the customer may qualify for.

Troubleshooting Price Display Issues

When promotional prices are not displaying, check if the promotion is currently active as many are time-limited. Verify the customer is viewing the correct product variant, as some variants may not be included. Ask the customer to refresh their app or browser cache. Confirm whether the promotion is app-exclusive or limited to specific platforms. Check if the promotional stock has sold out, reverting to regular pricing.

Flash Sale Issues

Flash sales have unique characteristics that cause common issues. The sale price only applies during the exact promotional window. Stock allocated for flash sale pricing is limited and may sell out. Customers must complete checkout within the flash sale period for the discounted price. Adding to cart does not guarantee the flash sale price if checkout is delayed.

Voucher Consumed But Order Failed

If a customer's voucher was used but the order failed or was cancelled, the voucher should automatically return to their wallet within 24 hours. If it does not return after this period, document the case and submit for manual voucher restoration through the promotions support queue. Provide the order number, voucher code or description, and customer account details.

Goodwill Voucher Issuance

Within your authorization limits, you may issue goodwill vouchers when customers experienced legitimate technical issues preventing voucher use, a platform error caused them to miss a promotion, or service recovery is appropriate for a frustrated customer. Follow the voucher issuance guidelines for appropriate values and document the reason for any vouchers issued.

Proactive Information Sharing

When helping customers with vouchers, proactively share relevant terms including expiry date and time, minimum spend requirements, product or category exclusions, usage limits per customer, and any payment method requirements. This comprehensive information helps customers plan their purchase and avoid issues at checkout.

Handling Customer Frustration

Voucher issues can frustrate customers who feel misled by promotions. Acknowledge their frustration and apologize for any confusion. Explain the terms clearly without being dismissive. Offer alternatives such as different vouchers, similar promotions, or goodwill gestures where appropriate. If terms were genuinely unclear or misleading, escalate feedback to the promotions team for review.