Validation results
After Check code, the scanner shows one result. Only Valid lets you continue. For every other result, do not give a discount and follow the instruction.
The voucher can be used
| Result | What to do |
|---|---|
| Valid — build the basket, then start the redemption | Enter what the customer is buying and the receipt number. Start the redemption, apply the discount on the till, then record what the till applied. See Scan and validation. |
A voucher for an offer that was paused after it was issued is still Valid: vouchers already issued are honoured.
The voucher has been used, cancelled or expired
| Result | Meaning and what to do |
|---|---|
| Already used | This voucher was redeemed before. Open its transaction if the customer disagrees. |
| Voucher cancelled | This voucher was cancelled and its SPX refunded. It cannot be used. |
| Expired | The code is past its expiry date. The customer can redeem a new one in the app. |
| Redemption already in progress | A redemption that has not finished holds this voucher. Resolve it in the exception queue. |
The voucher is not for here
| Result | Meaning and what to do |
|---|---|
| Code not recognised | Check the code with the customer. Nothing was reserved. |
| Voucher belongs to another store | This voucher was issued for a different store. Do not give a discount. |
| Not valid at this branch | The offer does not include this branch. Check which branches it names. |
The offer cannot be redeemed right now
| Result | Meaning and what to do |
|---|---|
| Offer not available | The offer is not live — it may be waiting for approval, on hold or ended. |
| Offer has not started | The offer starts later, so the voucher cannot be used yet. |
| Outside the offer's hours | This offer is only available at certain times. It opens again at the time shown. |
| Sold out | The available quantity for this offer is finished. |
| Daily limit reached | This offer has hit the daily limit you set. It resets tonight. |
| Weekly limit reached | This offer has hit the weekly limit you set. It resets at the start of the week. |
| Customer limit reached | This customer has redeemed this offer as often as allowed in this period. |
| Campaign limit reached | The campaign this offer belongs to has used its budget or redemption cap. Refuse politely. |
| Basket does not qualify | Adjust the basket, or tell the customer why it does not qualify. Nothing was reserved. |
Your store, branch or scanner cannot redeem
| Result | Meaning and what to do |
|---|---|
| This store cannot redeem vouchers right now | The membership or console activation stops redemption. Do not give a discount; ask the owner to check the account. |
| Branch is not open | This branch is marked closed. The owner sets it to open in Store and branches before redeeming. |
| This scanner is not authorized for you | Choose a scanner enrolled at one of your branches, or ask the owner to enroll this one. |
| Scanner offline | This scanner has not reported recently. Reconnect it before accepting a voucher. |
When the customer disagrees
- Stay calm and do not give the discount.
- Use Report this scan to open a support case with everything filled in.
- For an Already used voucher, a manager or the owner can open its transaction in Redeemed rewards and, if needed, Dispute this redemption. See Support and disputes.