Coupon Issues SOP V1.1

Overview

A large proportion of Mr D customers place their orders using promo codes that apply a set discount to their order. Sometimes things go wrong when applying the code or a new customer may not know how to apply a code and requires Mr D CS assistance.

How Customers Receive Coupon Codes

• A customer may receive a unique coupon code via an email 
• Customer receive a coupon via a push notification to their phone 
• Customers receive coupon codes that are shown in the Mr D app via a banner or in-app pop up
• Customer sees coupon  from a paid Mr D  social media ad
• Customer won a competition and received a coupon

Types of Coupon issues a customer may raise:

#	Step	Responsible
1	Receive customer call or Zendesk ticket Customer will contact us indicating that:  Either they don't know how to apply a promo on their order or  That something is wrong with coupon code that they are attempting to use That their order ended up , Early Stage Failure (DFD: System Auto Reject (SAR),Restaurant Rejects(RR, Oos, RD, Failed or canceled and they had applied a coupon Determine if its a issue related to applying a coupon on the Mr D app or a coupon issue IF the issue is related to coupon use: guide the customer on how to apply a coupon IF the issue is related to a coupon error move to step two  IF the query is related to a competition that the customer has entered follow section 2.Groceries Coupon Issue for Competitions	Mr D CS Agent
2	Determine if you have enough information to investigate the issue  Call: Request the coupon code from the customer & DFD (Restaurant or Shop)/GROC they are trying to apply the coupon to Request screenshot of the error that the customer received when applying the coupon. Zendesk Ticket Sufficient information to investigate IF customer provided one of the following: Customer provided screenshot of error (e.g1) AND/OR Customer provided a screenshot of the coupon code as shown on the restaurants landing page(e.g2) AND/OR Customer did not provide screenshot but provided detail in written form(e.g3) IF customer did not provide enough detail on first contact i.e no coupon code  Send the customer an email requesting the coupon code, restaurant applied to and a screenshot of the error message if the customer has it available Investigate the coupon issue  Once you have the coupon code you can investigate the potential issue  Open Briefs Document Open the Marketplace Briefs document  (Marketplace Link) On your keyboard select CTRL+F and paste the coupon code from the customer to find the details related to the code   Open the Groceries Briefs document  (Groceries Link) On your keyboard select CTRL+F and paste the coupon code from the customer to find the details related to the code  IF coupon is found  Confirm that the customer is applying the coupon on the right day At the right restaurant (Marketplace) if coupon code is for 1 restaurant Customer has met the minimum order value requirements Confirm with the customer that the right meal has been applied if the promo is only for a specific meal	Mr D CS Agent
3	Provide Customer with Feedback Or Escalate to TL Coupon is found If the coupon is found and the customer has not followed all the T&C’s provide the customer with feedback on what they have done incorrectly and what they should do to apply the coupon successfully  If the coupon is found and the customer has followed all T&C’s escalate to TL Coupon is not found  IF coupon is not found  Escalate to the TL In your escalation message include the following Coupon Code Error message or detail (text) that the customer provided	Mr D CS Agent
4	TL Checks  Navigate to coupon Management on admin  Search for the coupon details using the code provided in the escalation	TL or 2IC
5	Determine if all criteria is met by the customer  Confirm that the customer is applying the coupon on the right day Minimum spend threshold met On the right restaurant if coupon code is for selected restaurants Confirm with the customer that the right meal has been applied if the promo is only for a specific meal Take action:  Marketplace (DFD) Groceries (GROC)	TL or 2IC

2. Groceries Coupon Issue for Competitions 

Mr D often runs competitions for customers and the prize for the competition is awarded to the customer in the form of a coupon. Customers who have won these competitions may reach out to Mr D with the following types of issues:

All competition coupon issues to be escalated to Marketing in the Social WhatsApp group

- Customer applied coupon but order was failed or cancelled

- Customer competition coupon expired

- Customer hasn't received competition coupon

- Coupon code customer received is incorrect

- Customer received coupon before validity period set

Decision Tree: