Auto-Processing Online Gift Vouchers
W
Will Condie
Customer currently can't get their gift voucher until their order is manually processed at a till which can be an issue for shoppers that are in a rush.
Example:
If a customer is last minute gift shopping and buys a Gift Voucher Friday to give to someone on the Saturday, and they place their order after we close. They won't get the voucher until Monday (Tuesday if it was on a Bank Holiday) and those doing last min shops on Christmas Eve would not be able take advantage of this feature either.
Most sites I have used issue their voucher codes immediately, so providing the ability for Online Gift Vouchers to auto-process at the time of sale would be highly beneficial for the customer and everyone who uses voucher codes on their site.
B
Ben
Neil McQuillan - CEO Citrus-Lime Just bumping this conversation topic. We have calculated that processing gift vouchers takes between 10-15 minutes of our customer service time per day. It is also a very poor customer experience having to wait up to 36hrs (if a customer orders on a Saturday night and it is processed Monday morning), leading to some poor reviews.
Also if Gift Vouchers were getting some love, some design flare of the emailed voucher would be good: https://citruslime.canny.io/point-of-sale/p/better-automated-gift-voucher-email
P
Patrick Delaney
I just got off the phone with a customer concerning this issue. They we're confused that their code wasn't included in the email they received immediately after their online transaction, leaving them to wonder if maybe they'd chosen an option to pick up in store or to have the voucher shipped to them. (This call was also where I discovered that the voucher code isn't generated until we process the payment through our POS.)
I agree with previous commenters that this process effectively makes it impossible for a customer to purchase and receive a voucher outside of business hours. If that's the case, there seems to be little point in offering the vouchers for sale on the website. The customer could be better served by calling the store and completing the transaction in real time via a payment link, but that takes up employee resources. What's the point in a website sale if not to gain a transaction from an outside customer without the need for in-person attention? There must be a solution for this.
A
Adam Kappa
We would also find this useful. It would give the customer a better user experience whilst at the same time cut-down on admin on our end.
Not sure how it would work with fraud checking but if it's possible it would be great.
B
Ben
This would give a huge improvement. It would both save us money in CS time and also give a big benefit to the customer in getting their vouchers immediately for gift giving.
Neil McQuillan - CEO Citrus-Lime will you please consider?
B
Ben
Wondering if there is any update on this? It seems mad that we cannot offer a customer the option of buying and receiving a gift voucher immediately. There things are often last minute presents and so the customer requires them straight away. It will also save time for our CS team!
B
Ben
Would be really keen to see this development progress. It sets our service way behind competitors in this area.
Jenna Lees - Head of Customer Support
marked this post as
open