Occasionally you may receive notification from a recipient that the voucher they have tried to use has a zero balance. Here's what to do...
Please note: This article is intended for the schools, local authorities and charitable organisations that issue vouchers. If you are a recipient looking for help with a voucher that has a zero balance, please click here.
There are generally 4 broad possibilities for why a zero balance may occur:
- The recipient is trying to use a voucher they have previously spent.
- You have inadvertently sent out the link to more than one recipient and the first person to access it has spent it. Please thoroughly check your records to ensure the link in question has not been issued to more than one person.
- A technical mix-up by the supermarket's card processing system.
- Fraudulent activity wherein the voucher was issued correctly and with the correct balance, but has been used by someone else.
Once you have checked your records, we kindly ask that you send over the Huggg link in question to firstname.lastname@example.org, so that our Customer Support team can check that everything appears to be correct with the voucher before escalating the matter. You can also check the balance of the voucher here beforehand.
We will verify with the supermarket everything we are able to learn about the balance on the card and where possible, obtain a transaction history for your reference.
IMPORTANT: You will first need to obtain the recipient's permission to discuss their details with us.
In our experience, it's overwhelmingly much more likely to relate to something human than something technical, so we try to rule this out first.
If it does turn out to be technical, we will of course do everything we can to help. Please do bear in mind though that we do not have access to the supermarket's internal voucher processing systems so the recipient may have to contact their customer services department directly. We will always be happy to provide whatever information we can to assist.