Failed redemption scenarios

My customer swiped but the page is not loading / Voucher swiped but no redemption code shown / No swipe button shown on app. What should I do?
Here's what you should do if this happens: You can proceed to honour the voucher without delaying the customer’s experience. However, do note down t...
Wed, 17 Jun, 2020 at 5:17 PM
My customer can't swipe the voucher / I can't redeem my customer's code on Fave Biz. What should I do?
Here's what you should do if this happens: Contact your Partner Manager to let them know about the issue. You should wait for confirmation before pr...
Wed, 17 Jun, 2020 at 5:16 PM
I did not receive a notification / The redemption is not reflected on FaveBiz. What should I do?
First off, don’t panic. Sometimes notification text messages are delayed due to network connection issues. Here's what you should do: You can procee...
Wed, 17 Jun, 2020 at 5:15 PM
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 t...
Wed, 17 Jun, 2020 at 5:14 PM
The customer brought in a printed voucher. What should I do?
Printed vouchers are not needed for redemption. In this case, we encourage you to ask the customer to open the Fave App on their phone and continue redeemin...
Wed, 17 Jun, 2020 at 5:12 PM
The customer is insisting on a refund for unused cash voucher value. What should I do?
As the voucher has already been redeemed, we encourage you to politely explain that the unused cash voucher value is usually not refundable and refer to ...
Wed, 17 Jun, 2020 at 5:11 PM
The customer presented an expired voucher. What should I do?
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 ...
Wed, 17 Jun, 2020 at 4:57 PM
My customer bought two vouchers in a single transaction but only redeemed one. What do I do?
Kindly advise the customer to contact our Customer Happiness team via live chat in the Fave App.  Steps to contact Customer Happiness:  Ask the cust...
Wed, 17 Jun, 2020 at 5:09 PM
I got a redemption notification but I haven't served any customers. What should I do?
This happens sometimes, a customer you haven't served might have accidentally swiped the voucher beforehand. Don't worry, just drop the Partner Ma...
Wed, 17 Jun, 2020 at 5:08 PM