Customer Fails to use Discount Code at Checkout

This page details the process of when customers miss to enter, or incorrectly inputs or misspells, the $5 Discount Code flashed on the website - normally for new customers.

Common Causes/Scenarios:

• • Customer confuses the letter O vs the number zero (0)

  • Customer confuses the letter l vs the number one (1)

  • Misses to enter code in the Gift Card / Discount Code box upon checkout

Process:

• • Probe to the customer and ask for the following:

    • The code itself

    • Where the code was obtained

    • Error message if any

  • Test the code to replicate through the website checkout section

    • If there are Os, 0s, ls, 1s - test which would deduct successfully

  • Inform the customer about findings

  • Offer 2 options:

    • Have customer keep the code for future use

    • Refund $5 to the original mode of payment and void the code

  • Proceed according to customer request

Checkout section: