GROUPON

GROUPON is expected to be fully functional in OverDrive and is in testing now. Christine Merriman asked that GROUPON customer issues be tracked separately, since they tend to generate customer-service exceptions — Courtney Goines and Christine Merriman own that planning. This page covers the troubleshooting / exception side.

When this applies

A customer presents a GROUPON voucher and redemption doesn't behave as expected, or a GROUPON-related customer-service exception arises.

What to do

1. Redeem the GROUPON in OverDrive per the standard flow. (Store Associate)
2. Route GROUPON customer-service exceptions through Courtney's CS team and track them as a separate item, since GROUPON generates recurring CS exceptions. (Customer Service — Courtney Goines / Christine Merriman)

Related

• Refunds & Credit-Rebills — another customer-service exception workflow with its own escalation path.
• Corporate Playbooks — the full list of go-live playbooks.