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 redemption fails at the point of sale or online, you will see "Invalid" at the top of the redemption response in the Redemption Log - this indicates that the redemption failed for any of the following 4 reasons or that the user simply entered the wrong code.
- The order fails the qualification criteria- this indicates that the items on the transaction didn't meet the criteria for the reward. For example; A "Free drink with purchase of burger and fries" is expected but only a burger is on the receipt. Promo code for the free drink will fail because the receipt does not contain all of the qualified items. The RESPONSE will read: Discount qualification on receipt failed for "X"
- The order passes the qualification criteria but the system is attempting to discount the least expensive item on the check (to benefit the client) and that item happens to be $0.00 dollars. In this case, no discount can be applied and the following error occurs - "Invalid", "Redemption not possible since amount is 0" 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"
Note: A failed redemption will also have a red border on the left and a successful attempt will be bordered in green.