This article teaches you how to use Chat Vouchers to:

1. provide incentives or benefits to encourage conversion through exclusive channels or
2. provide benefits to specific customers.

You will learn how to setup and manage Chat Voucher promotions on your PC.

What is Chat Voucher?

What is Chat Voucher?
Chat Voucher is a seller-funded promotional tool which allows sellers to offer vouchers to specific customers via Customer Service Chat. Chat Vouchers are not visible on product detail pages (PDP) or check out pages and will only be visible in the specific customer's Customer Service Chat.
Display for Buyers

Creating Chat Vouchers

To create a Chat Voucher Promotion, visit Seller Center > Promotions > Promotional tools > Voucher > Chat VoucherEnter Basic Information

• Voucher name
• Claim period
• Voucher validity
• Display channel: Chat Vouchers can only be sent in though Customer Service Chat.

Voucher Setting

• Discount type: You can set up Amount off or Percentage off vouchers.
  • Amount off: Reduce the price by setting a fixed amount
  • Percentage off: Reduce the price by setting a percentage
• Minimum spend: The minimum spend required for buyers to enjoy the discount
• Maximum discount per order: For percentage off discount type, you can choose to set a maximum discount per order (The maximum discount per order must be greater than or equal to the Discount percentage x Minimum spend)
  • For example: If the discount is 50% and the minimum spend is 10, the maximum discount per order must be greater than or equal to 5.
• Claimable Quantity: Indicate the claimable quantity for your voucher to be claimed by buyers. Once the voucher is fully claimed, the voucher will no longer be displayed to buyers (Note: The claimable quantity is not the actual usage quantity of the voucher as buyers who claimed the voucher may not successfully complete the check out with the voucher).
• Number of claims per customer: A maximum of 1 seller voucher can be applied per order by default. The number of claims per customer refers to the amount of times the same buyer can enjoy the voucher in different orders.

Select applicable products for the Chat Voucher: you can choose to have the voucher applicable to the entire shop or to specific products only.

Sending Chat Voucher through Customer Service Chat Channel

• Customer Service agents can open the workbench to view the available coupons to be sent via chat
• Vouchers with ongoing status will be shown within the voucher section
• Sellers or agents can click "Send" to send the voucher card to the customer
• Chat Voucher will be tagged as "Private Chat" to differentiate the vouchers
  • Chat Vouchers will be shown first followed by the other types of vouchers (Regular Voucher, New Customer Vouchers)

Manage Chat Vouchers

Entrance - Visit Seller Center > Promotions > Promotional Tools > Manage your promotionsGo to Manage your promotions, to review the details of ongoing, upcoming and deactivated promotions.

• Click edit: To edit upcoming and ongoing promotions. For upcoming promotions, all promotion settings can be edited. For ongoing promotions, only the promotion period can be extended and the claimable quantity can be increased.
• Click deactivate: To end an upcoming or ongoing promotion.
• Click duplicate: To duplicate the promotion settings to help you quickly set up another promotion.

Customer Display

• Vouchers will be shareable through Customer Service Chat and will be displayed for the customers when sent by the sellers with "Just for you" tag
• Vouchers will be auto-claimed by the customers when sent by the sellers
• Vouchers will then be made available to see also through the promotion list on the customer's app.

FAQs

1. What are the types of vouchers that could be sent using the Customer Service Chat platform?

The Customer Service Chat platform allows sellers to send Regular Vouchers, New Customer Vouchers and Chat Vouchers through active chats.

2. Who can sellers send the voucher to and is there a daily limitation?

Sellers are able to send only ongoing vouchers to chats that are active. The Customer Service Chat platform does not limit the number of voucher sharing but will follow the claimable logic defined during the voucher creation process.

3. Can Chat Vouchers be stacked with other seller vouchers (Regular Voucher, New Customer Voucher) from the same seller in the same order?

No. Only one seller voucher can be redeemed for the same order. The system will auto-apply the optimal discount amount of seller voucher for customers upon check-out. For example, if the customer has claimed a Chat Voucher from Customer Service Chat and Regular Voucher from the product details page, upon check out only 1 seller voucher will be applied based on the highest discount. However, seller vouchers can be stacked with other seller types of promotion. Learn more here