In order to investigate a failed promo code for a transaction you will need to use the Redemption Log in the Punchh platform. Navigate to Support>Redemption Log.
Next, specify the date and location to narrow down your search. You may also input the code itself if that is known. This page will show the request and RESPONSE from Punchh for the transaction and includes items on the order as well as other relevant transaction information.
If a promo code fails at the Point of sale or online, it occurs for 3 main reasons, all of which show in the logs:
- The code is invalid- this indicates that the code entered is not a valid code that has been set up for a promo campaign in Punchh
- The order fails the qualificatin criteria- this indicates that the items on the transaction don't meet the criteria for the reward tied to the promo code. For example; A "Free drink with purchase of burger and fries" is expected but only a burger is on the receipt. A promo code for the free drink will return an error of "invalid, redemption not possible since amount is 0.00" in the RESPONSE
- The code is EXPIRED. The RESPONSE will read "this code has been expired".
- A successful redemption appears as follows. The RESPONSE will read "Redeemable at "Location X"; it can be honored"
In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, misordered, or incorrect.
This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer