Promotion not applying SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Context

  • Step 1 -  Promotion troubleshooting - common customer mistakes

  • Step 2 -  Promotion troubleshooting - replicating the issue

  • Step 3 - Promo escalation

1. Purpose

This SOP covers the process that needs to be followed when a customer is struggling to redeem a promo available on Bash

2. Procedure

Context

Promotions will be made available on JD Sports throughout the year. Customers need to follow the specific rules of the promo to redeem it.

Step 1 -  Promotion troubleshooting - common customer mistakes

• Customers are unable to redeem more than one promo, voucher, or sale on a specific item.

• When customers try to redeem a promo that involves a “free” item, the item needs to be added in their cart.

• When customers try to redeem a promo that involves a “free” item, they often expect the “free” item to cost R0.00 at checkout. At checkout, we will take the value of the “free” item and split the promo value across the promotional items.

• Customers do not follow the rules of the promo.

If the customer is not falling victim to one of the common mistakes mentioned above, proceed to step 2.

Step 2 -  Promotion troubleshooting - replicating the issue

2.1) For us to check if there is an issue with the promotion, we need to try to replicate the issue the customer is experiencing on our side. 

2.2) Get the customer to share a screenshot with us of the issue they are experiencing. We need to see all the items in their cart and the total price.

2.3) We need to check that there is a promo banner on each of the items and check that all the items belong to the same promo. We can do this by clicking on the promo banner on a specific item, it will let us know the rules of the promo. 

2.4) If the customer is following the rules of the promo, the promo is not applying, and we can replicate the issue on our side; follow step 3

Step 3 - Promo escalation

3.1)   Escalate the promo issue in the #bash-brands-escalations Slack channel and mention @jdsportsonlineteam  in your escalation. Your Slack escalation should include a description of the issue, relevant SKU’s, a link to the product page, and a screenshot of the issue.

3.2)  The team lead will escalate the promo issue in the #bash-promo-management Slack channel and mention @promoops in their escalation.

3.3) Once the promo team responds, the agent is responsible for relaying the resolution to the customer.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.