Using Code Query to Check a Code Status

The Code Query tool allows customer service teams to quickly check the status of a promo code and take manual action if needed. This helps teams resolve customer queries around code usage, redemption, and validity.

Where to Find Code Query

To access the Code Query tool:

1. Log in to the platform.

2. Navigate to Customer Service in the main menu.

3. Select Code Query from the left-hand navigation.

How to Check a Code

1. Enter the promo code into the PROMO CODE LOOKUP field.

2. Click Check Code.

3. The tool will display one of four possible outcomes depending on the status of the code.

Possible Code Statuses

1. Valid Code

• Message:
  A green banner appears with the text:
  “This voucher code is valid and can be redeemed.”

• Meaning:
  The code is active and has not yet been used.

• Details Provided:

  • The promotion the code was issued for

  • The date the code was issued

• Actions Available:

  • Redeem This Code:
    This is primarily for customer service use, such as redeeming a code over the phone or in-store. It manually marks the code as used so it cannot be redeemed again.

• • Deactivate Code:
    This action is useful when a code has been leaked or misused. It stops the code from being used without counting it as redeemed. For example, if a multi-use code starts circulating widely and shouldn’t be, this can be a quick way to shut it down. 

2. Redeemed Code

• Message:
  A red banner appears with the text:
  “This code has already been redeemed and can no longer be used.”

• Meaning:
  The customer has already used this code.

• Details Provided:

  • The promotion the code was issued for

  • The date and time the code was redeemed

3. The Promotion has Expired

• Message:
  A red banner appears with the text:
  “This code has expired and can no longer be used.”

• Meaning:
  The promotion has ended, and the code is no longer valid.

• Details Provided:

  • The promotion the code was issued for

  • The promotion end date

4. The Code is not Recognised

• Message:
  A red banner appears with the text:
  “The code entered is not recognised.”

• Meaning:
  The entered code does not exist in the system. This might be due to a typo or the customer using an incorrect code.

When to Use Code Query

Code Query is designed for use by customer service teams when handling code-related enquiries from customers. It allows teams to:

• Confirm whether a customer’s code is still valid

• See if and when a code was redeemed

• Understand why a code might not be working

• Manually redeem a code on behalf of the customer (if applicable)