Coupon Management Flow

Purpose: Maintain structured, error-free coupon creation & usage with full control by Marketing and visibility for Ops, CX, Finance & Tech.

1. Purpose of This Module

To ensure:

✔ Smooth coupon creation & activation
✔ Accurate discount application during checkout
✔ User-friendly referral & promo experience
✔ No misuse or coupon fraud
✔ Proper logging for audit & performance tracking
✔ Easy management during campaigns & festive offers

Coupons influence:

Customer acquisition
Conversion rate increase
Referral participation
Marketing campaign performance

2. Teams Involved

A. Marketing Team (Primary Owner)

Creates & configures coupons
Plans limited-time offers & referral rewards
Ensures alignment with campaigns

B. Tech Team

Implements coupon logic
Ensures bugs are fixed
Supports backend validation

C. CX Team

Helps customers apply coupons
Resolves coupon-related complaints

D. Operations Team

Ensures coupons do not disrupt workflow
Communicates active codes to teams

E. Finance Team

Validates coupon budget & impact
Tracks discount usage & cost

F. Management

Approves high-value offers
Evaluates profitability

3. Types of Coupons

1. Flat ₹X Discount

Example: “₹100 OFF on your first sale.”

2. Percentage Discount (%)

Example: “Get extra 5% on your device price.”

3. Referral Coupons

Referrer gets ₹100
Referee (new user) also gets ₹100 extra

4. Product/Device-Type Specific Coupons

Valid only for:

Phones
Laptops
Tablets
MacBooks

5. City-Specific Coupons

Only for selected cities like:

Mumbai
Pune
Hyderabad

6. Event-Based Coupons

Used during:

Diwali Sale
New Year Offer
PayDay Sale
App Download Offer

4. Where Coupon Management Exists in Admin Panel

Path:
Admin Panel → Marketing → Coupon Management

Sections include:

Create New Coupon
Edit Coupon
Coupon Rules
Coupon Usage Report
Active vs. Expired Coupons
Referral Coupon Setup

5. Creating a New Coupon (Step-by-Step)

Marketing team follows these steps:

Step 1 — Click “Create Coupon”

Fields appear:

Coupon Code (e.g., CASH100, SELL5)
Type (Flat / % Discount / Referral / Device-Specific)
Discount Value
Max Discount (for % coupons)
Minimum Order Value
Device Condition Eligibility
Limit per User
Expiry Date
City Eligibility
New or Existing User Eligibility

Step 2 — Define Eligibility Rules

Options include:

User Eligibility:

New Users Only
Existing Users
All Users

Device Types:

Phone
Laptop
Tablet
Mac

City Eligibility:

All cities
Selected cities only

Usage Limits:

One-time use
Multiple use
First order only

Step 3 — Set Time Duration

Start Date
End Date
Auto-expire at midnight

Step 4 — Internal Notes & Approval

Marketing adds:

Campaign name
Expected impact
Budget consideration

For high-value coupons → Management approval required.

Step 5 — Save & Publish

Coupon goes live on:

App
Website
Payment summary screen
Referral program

6. Applying Coupons (Customer Journey)

When customer reaches PRICE SUMMARY / CHECKOUT PAGE:

Customer enters coupon code
System checks eligibility
Discount is applied
Final payable price updates
Coupon usage logged in backend

If invalid → Error message (CX must know these).

7. Common Coupon Errors & Solutions

Error Message	Explanation	CX Resolution
Coupon expired	End date passed	Inform customer to use other coupon
Not valid in your city	City restriction	Suggest applicable city coupon
Only for first order	Customer already used once	Explain reason clearly
Device not eligible	Wrong device category	Guide customer to eligible products
Minimum order value not met	Price too low	Suggest adding value
Invalid code	Typo or inactive coupon	Ask customer to re-enter correctly

8. Editing / Disabling Coupons

Marketing team performs:

To Edit:

Change validity
Adjust discount amount
Modify city/device eligibility

To Disable:

Coupon misbehaving
High misuse
Budget exhausted
Campaign ending early

Disabled coupons become Inactive and move to the “Expired/Disabled” list.

9. Fraud Prevention Rules

System must block coupon abuse:

✔ One coupon per user (if configured)
✔ No using referral coupon on second order
✔ Device-type mismatch block
✔ City mismatch block
✔ Limit of usage check
✔ Block repeated attempts from same number/device/IP

CX must escalate suspicious repeated coupon attempts to Marketing.

10. Reporting & Analytics for Coupons

Admin provides:

Total coupon redemptions
City-wise impact
Device-type usage
New vs returning user usage
Coupon-driven order lift
Cost impact (Finance review)
Referral coupon performance
Top 5 best-performing coupons

Reports used by:

Team	Purpose
Marketing	Optimize future campaigns
Finance	Track discount spend
Ops	Ensure smooth order pipeline
BD	Compare coupon usage across cities
Management	ROI evaluation

11. Role of Each Team in Coupon Workflow

Marketing

Create & configure coupons
Plan promotions
Monitor performance

Ops

Ensure coupons don’t disrupt pickup process

CX

Handle coupon issues for users
Report coupon failure cases

Vendor Ops

Educate vendors about high-discount traffic zones

BD

Evaluate coupon usage city-wise
Suggest city-focused offers

Finance

Approve high-value coupons
Monitor discount budget

Tech

Ensure coupon engine works flawlessly

12. One-Page Quick Summary (Training Card)

Coupon Creation Flow

Create → Set Rules → Eligibility → Time → Approve → Activate → Track

Coupon Types

Teams Responsible

Marketing → Create
Tech → Implement
CX → Support
Ops → Monitor
BD → Analyze city impact
Finance → Budget & audit

Goal:

Increase conversions while keeping fraud low & operations smooth.