Stephanie received five food delivery vouchers instead for her company's family day.
These vouchers expire on 22 April according to the email she received.
Stephanie used up the first four vouchers and was redeeming the fifth on the day it expires for a self pick up order.
However, she got an error message that the voucher has expired.
She contacted the agent via the online chat service on the app.
She was informed her voucher has expired on 21st April. But she told the agent that it was indicated as expiring on 22nd April and showed proof of the email.
Agent said will investigate and get back to her by email or on the same chat.
She received a reply from another agent telling her they cannot give her a replacement voucher as the rider could not reach her.
She replied that how can there be any rider contacting her when she has not even placed any order and it was for self pick up.
She then emailed the same proof again.
Another agent replied and told her four vouchers have expiry on 21st April and one on 22nd April (the first voucher on the list that she has used).
Agent then assumed that her 22nd April voucher is still valid and asked to to use it before the end of the day.
She tried just to confirm that the one expiring on 22nd April has been used. She wrote back telling the agent that she has already used that voucher.
She received a reply again from a different agent telling her her voucher is still valid and to send her screenshot of the error message if she still cannot use.
She replied back why do they need her to send screenshot of error message when she has already told them that it showed "The voucher has expired." She asked why can't they just give her a replacement voucher since apparently there is a mix up in the expiry dates of the vouchers, either by their staff who sold the bulk vouchers to her company or her colleague who sent her the email. Anyway, the voucher has been paid for.
Another new agent replied that they cannot extend the expiry date of voucher.
She wrote back, "I am not asking you to extend the expiry date of the voucher. I am asking you to give me a replacement for the same value."
Again, someone else replied her that they will give her a $8 voucher as replacement.
She asked why are they giving her $8 instead of $10?
Finally, someone replied that they will give her a replacement $10 with a new expiry date.
All they need to do is just give Stephanie the benefit of doubt (since there is apparently a mix up on the expiry dates of these vouchers) with a replacement voucher and solve the issue.
And if they want to prevent the same issue from happening, just escalate to the relevant party who sold the vouchers to investigate.
Case closed.