Zendesk Customer Classification:_Delivery_Collection_/_Digital _Delivery_ Not_received
WHEN TO USE:
Customers may contact us advising they have not received their vouchers/gift cards. In this case, the first thing you have to do is check what the status of the order is on CS Portal, after retrieving the order details from the customer.
HOW TO ACTION:
It should indicate if the voucher was sent to the customer and to which email address it was sent to.
If the email address is the correct one, ask the customer to check their SPAM/Junk mail to see if the voucher is not there.
If the customer didn’t receive their email confirmation with the Gift Voucher, ask the customer to click on the Resend email link as indicated on the image below: