At Fave, we do our best to ensure the app is always up and running. However, on the rare occasion that something goes wrong, here's what you can do so that you can still give customers a great experience at your outlet. Below are a few possible scenarios and how you can troubleshoot them:


Expired voucher

Here's what you should do if this happens:

  1. Let the customer know that their voucher has expired and you are not able to provide the service.
  2. If you only became aware of the voucher expiry after providing the service, note down their receipt ID and Date of redemption OR take a screenshot of the customers’ receipt screen.
  3. Contact your Partner Manager and provide them with the information above. Your Partner Manager will verify the information provided. If the request checks out, your Partner Manager will proceed with a payment adjustment that will be reflected in your next payment cycle.

 

Not able to swipe voucher / Not able to redeem customer’s voucher code on Favebiz

Here's what you should do if this happens:

  1. Contact your Partner Manager to let them know about the issue. You should wait for confirmation before proceeding to honour the voucher, as our team will need to check if the error occurred because of a tech issue or because of the customer's settings.
  2. Alternatively, ask the customer to contact our Customer Happiness team through chat on the Fave app.

 

Voucher swiped but the page is not loading / Voucher swiped but no redemption code is shown / No swipe button is shown on the app

Here's what you should do if this happens:

  1. You can proceed to honour the voucher without delaying the customer’s experience. However, do note down their receipt ID and Date of redemption OR take a screenshot of the customers’ receipt screen.
  2. Contact your Partner Manager and provide them with the information above. This is important to ensure that the redemption is captured in our system for payment purposes.

 

No notification received / Redemption not reflected on Favebiz

Here's what you should do if this happens:

  1. You can proceed to honour the voucher without delaying the customer’s experience. However, do note down their receipt ID and Date of redemption OR take a screenshot of the customers’ receipt screen.
  2. Contact your Partner Manager and provide them with the information above. This is important to ensure that the redemption is captured in our system for payment purposes.