If you are having trouble with voucher redemption on FaveBiz, or your customer is having issues with swiping / redeeming the voucher, here's what you should do:
Ensure the voucher is still within validity period. To check the voucher validity, you may refer here.
Once you confirm it is still valid, you can proceed to honour the voucher without delaying the customer’s experience
Take a screenshot of the customers’ receipt screen and take note of redemption date
Contact your Partner Manager as soon as possible and provide them with these information:
Screenshot of customer’s receipt screen
Date of redemption
Store-printed receipt or any proof of service rendered
Our team will assist with force redemption, as long as the voucher is still within its validity period
Alternatively, ask the customer to contact our Customer Happiness team through these channels.
The customer has swiped the offer before ordering. What should I do?
If the voucher was swiped on the same day, log in to FaveBiz Staff Mode and check if the redemption was successful before serving the customer. You can do this by checking to see if the Voucher Code matches with the voucher in customer's app.
However, you are not obligated to serve the customer because the customer is not following the Customer Policy. You may also direct the customer to contact our Customer Happiness team via live chat in the Fave App.
If you have any questions or need further explanation, please do not hesitate to contact our Fave Partner Management team at the following correspondence.
Live chat: Login to FaveBiz > Support > Contact Us > Chat with us