Issuing Coupon SOP V1.2

The SOP provides a step by step process on how agents create and issue coupons to customers. All coupons issued to customers must be in line with the Complaints and Compensation SOP.

A coupon is a voucher with a monetary value given to the customer as compensation for something going wrong when the customer uses Mr D Food. Customers issued with coupons may use them in their next food delivery order and coupons have a limited period in which they can be redeemed(used).

How to Create A Coupon/Promo Code

 POPI Customer Verification

• When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP
• Steps to be followed before issuing any customer with a coupon.

1. Create new Financial Exception or Edit Existing Exception

1.1 Navigate to Exceptions on Order

• Open the order in  Mr D Food Admin and select the "Exceptions" tab on an order.
• No  financial exception: Create a new exception by selecting the "Actions" tab and select the "Flag as Exception" option on the drop down
• Financial exception exists: Select the "fetch" tab and then select "Edit" under the actions column, Proceed to step 1.3

1.2 Create Exception

• When creating a manual financial exception select the "Request Type" according to the reason you are compensating the customer with a coupon.
• Select the "Reason" in the drop-down that fits the request type.
• Provide a description of the issue in the "leave a comment for order # " section.
• Select the "Create and Edit Exception" to complete

1.3 Navigate to Customer Resolution

Once you have opened the exception to edit select  "Add/Edit Resolution"  on the Customer Resolution side of the  the "edit Exception" page

2. Generate Coupon/Promo Code

2.1 Enter Compensation Amount

• Insert the value of the compensation  in the section “Issue Coupon for Customer”.
• NB: Refer to the  “Complaints/Compensation SOP”  for guidance on the value of the coupon based on the complaint
• If the compensation value is a custom amount round the coupon value to the nearest higher round value. (Max round up can be to nearest R10 for example R51 can become R60) e.g.:

Custom Value	Coupon Compensation Value
R22,50	R23
R51,90	R52
R45.10	R46

 

2.2 Create Coupon

• Select the "Create" button under "Issue coupon for customer", this will generate the coupon and the below information will appear

 NB:

• This code can only be used by this customer that it is created for and can only be redeemed by their profile.
• The coupon code is only valid for the next Three months (The customer will need to be informed about this)
• The coupon is still available via the normal channels for TL’s, (and will show the order number it was created for in the description).

2.3 Copy Coupon Information

• After the coupon is generated the below coupon information will appear
• Keep this page open while you send the coupon to the customer

 3. Send Coupon Code to the Customer

3.1 Choose Macro

• Open the existing  Zendesk ticket related to the order
• Search and select the appropriate macro related to the reason why you are issuing the customer with a coupon

3.2 Populate Macro

• Copy the Coupon Code,Expiry Date and Coupon value into the macro response template.
• Where the macro does not include a pre populated sections for coupon information agents should add 

Coupon Code:
Expiry date:
Coupon value:

• Submit Ticket as "Solved"