Customers

Who can I direct customers to for help with their purchase?

We have a dedicated Customer Experience team available to assist our customers. If you find a customer needs further assistance regarding their purchase, please direct them to Customer Experience on 1300 726 676 (AU), live chat via the website they purchased from, or via support@luxeveryday.com

What do I do if a customer does not show for a booking?

Booking reminders are a great way to ensure customers are ready to visit you for their upcoming booking time. If a customer misses a confirmed booking and they have not notified you in the specified cancellation/rescheduling time outlined on your campaign, you are able to redeem that voucher in the Vendor Portal. Please note, it is at your discretion should you wish to reschedule and accept the voucher if the customer has missed their booking.

A customer has contacted me after expiry asking to redeem the voucher?

We want customers to have the best experience possible at your venue, and sometimes there may be a genuine reason why a customer has been unable to redeem during the validity. We leave it up to your discretion should you wish to honour the customer’s voucher after the expiry date. We allow up to 30 days from the expiry date for voucher codes to be redeemed in the Vendor Portal.

How do I get a Customer’s Contact details?

For privacy reasons we are unable to provide customer contact details. Should you need assistance in contacting a customer, please let us know and we will attempt to contact the customer on your behalf. Please ensure to provide the reason for wanting to contact the customer and their voucher code

I have received an email from Customer Experience what do I do?

From time to time our mutual customers will contact us regarding their voucher purchase. In some circumstances our Customer Experience team will need to contact you for clarification to resolve the query. Please reply as soon as possible as this helps to resolve the customer’s query and avoid potential refunds.