Customer Cannot See Expected Perk
Diagnosis Steps:
- Confirm customer is logged in to their John Deere digital account
- Ask customer to check "View Hidden Perks" in overflow menu (they may have hidden it)
- Check History in overflow menu to see if perk was added/expired
- Verify customer accessed via correct dealer activation link (if dealer-specific)
Resolution:
- If perk should be there but isn't: Issue a claim code (requires Kigo escalation)
- Walk customer through "Apply a claim code" process in overflow menu
- Document issue for Kigo team
Promo Code Not Applied At Checkout
For In-Store/Phone Redemption:
- Verify dealer is entering code in PDAP (not just manually applying discount)
- Check case sensitivity
- Confirm code hasn't been used already
- If dealer confirms issues on their end, have them honor discount and escalate to Aftermarket Sales
For Online Redemption:
- Verify offer supports online redemption (not all do)
- Check if order total meets minimum requirements
- Verify items in cart are eligible (no exclusions)
- Confirm code hasn't expired
Emergency Resolution:
If customer can't complete purchase and needs immediate help, advise dealer to honor discount.
Dealer should forward details to Aftermarket Sales inbox:
- Customer information
- Transaction details
- Discount amount provided
- Issue description
- John Deere will follow up directly
Customer Says Code Was Already Used But They Didn't Use It
Important Context:
- Each promo code is single-use and unique to that customer
- Once applied, code permanently invalidates and disappears from customer's Perks Hub
Diagnosis:
- Check History in customer's Perks Hub for redemption record
- Ask when/where customer believes they used it
- Check if someone else had access to customer's account
Resolution:
- If legitimately not used by customer: Escalate to Kigo for investigation and possible new code issuance
- If used in error: Document and escalate
- Cannot reactivate used codes - new code must be issued
Dealer Cannot Complete Transaction Due to Portal Issues
Immediate Action:
- Advise dealer to honor the discount to complete customer transaction
- Have dealer document:
- Customer name and promo code
- Items purchased and discount amount
- Description of portal issue
- Transaction/invoice details
Follow-Up:
- Dealer should forward information to Aftermarket Sales inbox
- Create support ticket with portal issue details
- Escalate to Kigo team if portal issue is widespread