Here's what you should do if this happens:
- Let the customer know that their voucher has expired and you are not able to provide the service.
- If you only became aware of the voucher expiry after providing the service, note down their receipt ID and Date of redemption and take a screenshot of the customers’ receipt screen.
- Contact your Partner Manager as soon as possible and provide them with the information above. Your Partner Manager will verify the information provided and make an On-Top-Payment.*
*We can only make an On-Top-Payment if the voucher has expired less than 7 days.
If the customer is insisting on redemption, please direct them to contact our Customer Happiness team via live chat in the Fave App.
Steps to contact Customer Happiness:
Ask the customer to open the Fave app, simply click on Me > Help Centre > and “Talk to us” to initiate a live chat! Our agents will assist you from there.
