The Login And Short Of It

A customer signed up and got a store credit for signing up their relative as well. I added the credit to their account, and a couple of days later I got a message on the helpline saying they’d tried using their credit on their next order, but it wouldn’t apply it.

Me: “That’s odd, it says here the credit is still on your account.”

Customer: “Every time I try to apply it, it says ‘credit not found’.”

I try a couple of things, even screenshotting the screen to show where the credit box is, but to no avail.

Me: “I’m not sure why, but don’t worry about it; I’ll take the $20 off your order manually and put a note in your file.”

Customer: “Great, thanks!”

I package the order, take the $20 off the total, and make a note, wondering if I should alert IT to this issue.

A half hour later, I get another message from the customer.

Customer: “Do you think maybe it didn’t work because I wasn’t signed in to my account?”

I am glad this was by email and not phone, or the customer would have heard me bashing my head against the desk.