Step 1: Check that the customer is using their voucher at the payment stage, and not by entering it as a promotional code.
Step 2: Verify that the customer is using their voucher on the correct purchase channel and in the country associated with the voucher and the customer account.
Step 3: Check in the Faume Back Office that the voucher complies with the usage rules: the voucher is valid and has not exceeded the validity period agreed upon by your team, and the voucher has never been used. Indeed, a voucher cannot be split unless this is a feature offered by your voucher tool on the new system.
If the customer chose the wrong channel
➡️ Refer to the section “the customer chose the wrong voucher channel”
If the country of their voucher does not match the country of the customer profile ➡️ The customer is a cross-border user (trade-ins made in another country) and cannot use the voucher where they want.
➡️ The customer is not a cross-border user, which means the recorded location data is incorrect: contact us on the chatbot.
If the usage channel is correct and the country data is accurate
➡️ Contact your IT team and check your voucher generation tool and server status. If everything is in order, contact us.
On Faume's side, we have no visibility into the information your voucher generation tool receives. To help us investigate more quickly and effectively, please provide us with the information you have on the relevant voucher(s).
⚙️ Process for non-functional voucher
Contact us on the chatbot to inform us that the voucher is non-functional, including the following information: customer email, voucher code, voucher channel, voucher amount, tool used (Y2, Fastmag, Storeland, etc.).