A number may contact you claiming that they opted in a campaign and received a coupon. But when they tried to use it, it was expired. You are unable to find this subscriber number in the system.
First, ensure that the number is subscribed to the campaign by searching for it in the check-ins report. If the number is not found, then it has not yet opted-in and hence cannot use any coupons.
If the number exists in the subscribers' list, you can view the subscriber's history. You can confirm from here if the subscriber received any rewards upon check-in or recently.
If the issue is not resolved, contact support with the following information, and they will investigate and solve this issue:
- Phone Number of the Customer
- Business Name
Elevate the issue to the PS team with the provided information.