Invalid or Expired Referral Code:
Issue: The referral code provided by the customer is invalid or expired.
Resolution: Inform the customer politely that the code is invalid, and provide assistance by sharing the correct or active referral codes. Ensure to offer an alternative solution (e.g., another discount if applicable).
Referral Code Not Applied:
Issue: The referral code was not applied during checkout or order completion.
Resolution: Verify if the code was missed during the order process. If applicable, offer a one-time resolution by manually applying the discount or reward points to the customer’s account.
Referee Not Eligible for Rewards:
Issue: The person being referred is not eligible for rewards (e.g., they have already ordered before or don’t meet the referral program criteria).
Resolution: Politely inform the referee about the eligibility criteria and offer a clarification. If the issue was due to a misunderstanding, assist in resolving it by directing them to the appropriate terms and conditions.
Referral Reward Not Credited:
Issue: The referrer has not received their reward points after the referee completes the order.
Resolution: Check the order status to confirm that the referee’s order has been marked as completed. If there is a delay, assure the customer that the reward points will be credited and process manually.
Technical Issues:
Issue: The app or website is not processing the referral code correctly due to a technical glitch.
Resolution: Apologize for the inconvenience and assure the customer that the technical team will be informed and the issue will be resolved. Offer compensation or a solution, such as applying the referral code manually after verification.
Tagging: Enquiry>Referral Program
DTCODE: DT00024