FAQs & Troubleshooting

Customer Says Code Doesn't Work

Possible Causes:

1. Typo - Have them read it character by character

2. Expired - Check expiration date in your system

3. Already Used - Look up redemption history

4. Wrong Location - Check location restrictions

Resolution:

• Verify in your system

• If valid issue, manager can create a new code

• Document for follow-up

---

I'm Not Receiving Notifications

Check These:

1. App Notifications

   • Phone Settings → GoodAgain → Allow Notifications

2. Email Notifications

   • Check spam/junk folder

   • Verify email in Settings → Profile

   • Check Settings → Notifications are enabled

3. Team Role

   • Ensure your role has notification permissions

---

How Do I Change My Password?

1. Log out of the app

2. On login screen, tap Forgot Password

3. Enter your email

4. Check email for reset link

5. Create new password

---

Can I Delete a Complaint?

No, complaints cannot be deleted. This ensures:

• Complete audit trail

• Accurate analytics

• Accountability

You can:

• Mark as resolved

• Add internal notes

• Block the customer if abusive

---

What Happens If I Cancel My Subscription?

If you cancel:

• Immediate: You enter read-only mode

• Access: You can still view all data

• Restrictions: Cannot approve offers, invite team, etc.

• QR Codes: Stop working for new complaints

• Existing Codes: Customers can still redeem

Your data is retained for 90 days in case you resubscribe.

---

Customer Didn't Receive Their Email

Check These:

1. Correct Email - Verify in complaint details

2. Spam Folder - Ask customer to check

3. Typo - Look for common mistakes (.con instead of .com)

Resolution:

• Resend the offer email from complaint details

• Or read the code to them over the phone

---

How Do I Get a Refund for a Customer?

GoodAgain doesn't process refunds. For refunds:

1. Use your normal refund process (POS, payment processor)

2. Document in the complaint notes

3. Mark complaint as resolved