Self-Service Cancellations
Regarding self-service cancellations, the default period for self-service cancellation is three days from purchase date on the Groupon side. If a user attempts a cancellation from MyGroupons after three days from the purchase date, the self-service cancellation fails.
Groupon-Hosted User Email Addresses
Some situations might occur where your customer service providers might need to contact users (for example, an event is postponed or cancelled). When a user makes a purchase, Groupon generates a Groupon-hosted user email address with a whitelisted sender list. This generated email address masks the user’s actual email address and identity. Your customer service providers can use the masked email address to contact users who might be affected by a customer service issue. All emails pass through and are controlled by Groupon. Groupon sends the masked email address to you in the reserve call.
General Guidelines
- Deals which are final sale must have “All sales final.” in the fine print to automate refund restrictions.
- Any deals that allow refunds (up until X hours prior to the event or within X time after purchase) are supported via transactional API to determine refund eligibility.
- Any deals that are final sale are only refunded with merchant approval via escalations.
- Customer service “promise” refunds are at the discretion of a team lead/SME. These refunds do not impact merchant payments.
- Frontline customer service is able to assist with any redemption issues relating to the redemption process or information available on the deal page, redemption instructions, or fine print.
Issues Preventing Redemption
- In circumstances where a user reports a merchant issue preventing redemption (or other issue outside of user control), Groupon has a process to escalate these issues to merchants to confirm/deny the issue and allow for any approved refunds.
- Groupon does not allow for escalations to merchants due to a “Change of Mind” refund request.
- Some instances related to the user’s situation, user segmentation, previous customer service handling, or the overall experience attempting to redeem might result in an exception.
Regarding self-service cancellations, the default period for self-service cancellation is three days from purchase date on the Groupon side. If a user attempts a cancellation from MyGroupons after three days from the purchase date, the self-service cancellation fails.
