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, 3 Oct, 2018 at 4:06 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, 3 Oct, 2018 at 4:06 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 issues. Here's what you should do: You can proceed to honour...
Wed, 3 Oct, 2018 at 4:08 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 ...
Thu, 4 Oct, 2018 at 10:51 AM
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, 3 Oct, 2018 at 4:11 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 th...
Thu, 4 Oct, 2018 at 10:52 AM
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, 3 Oct, 2018 at 4:15 PM
My customer bought two vouchers in a single transaction but only redeemed one. What do I do?
Kindly direct the customer to contact our Customer Happiness team via live chat in the Fave App.  Steps to contact Customer Happiness:  Ask the customer ...
Wed, 10 Oct, 2018 at 3:26 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, 10 Oct, 2018 at 3:35 PM