Service event
Flight delayed
- Delay
- More than 2 hours
SERVICE RECOVERY
Turn service failures into moments of recovery
Automatically issue controlled rewards when deliveries, bookings or services do not go as planned.
Promotion flow
- Service event detected
- Affected customers identified
- Compensation rules applied
- Voucher issued automatically
- Recovery cost measured
The challenge
Compensation is often manual, inconsistent and difficult to control
Customer service teams frequently issue goodwill credits or vouchers manually. This creates inconsistent experiences, operational overhead and limited visibility into the cost of recovery.
Vouchery can turn compensation into a structured promotion workflow.
Promotion scenario
Example promotion scenario
Eligibility
- Audience
- Affected passengers only
Recovery reward
$25 travel credit
- Validity
- 90 days
- Usage
- 1 per passenger
- Restrictions
- Eligible travel products only
Delivery & measurement
- Voucher sent automatically
- Redemption
- Recovery cost
- Repeat booking
What you can do with Vouchery
Delivery recovery
Compensate customers after late or failed delivery.
Booking disruption
Issue controlled incentives after cancellations or changes.
Travel disruption
Support compensation for delays or service incidents.
Product issue recovery
Provide targeted goodwill rewards after product problems.
Customer complaint resolution
Give support teams structured compensation options.
Service outage recovery
Reward affected customers consistently.
SLA recovery
Trigger incentives when service thresholds are missed.
Automated recovery workflows
Reduce manual voucher creation and approval.
How it works
How Vouchery makes it possible
- 1
Understand context
Use customer, transaction, basket, location, channel and behavioral data.
- 2
Define promotion rules
Control incentive value, audience, products, minimum spend, timing, geography, channel and redemption limits.
- 3
Distribute everywhere
Ecommerce, CRM, email, mobile, partners, QR and POS.
- 4
Validate in real time
Check every redemption against promotion rules before applying the incentive.
- 5
Measure impact
Track campaign usage, performance, promotion cost and business impact.
Relevant capabilities
Promotion AutomationDefine the event, the rule and the reward once, and let the engine issue and deliver incentives continuously.Gift CardsDigital gift cards with balance tracking, partial redemption and cross-channel validity — managed alongside the rest of your promotions.Rules & EligibilityExpress promotion eligibility as rules on customer, cart, product, channel and context — evaluated in real time at redemption.Promotion Abuse PreventionDetect multi-accounting, code leakage and referral loops in redemption data, and respond without blocking genuine buyers.Omnichannel RedemptionWeb, app, point of sale, call centre and partner channels all validate against one engine and one shared budget.Analytics & ROIRedemption funnels, budget burn and cost per campaign, channel and market — from the same ledger that validates redemption.
AI tool
Not sure which incentive to use?
Describe your objective and get a tailored promotion strategy based on audience, eligibility, timing and measurement.
Ask the Promotion Strategy AdvisorWhere this is used
Built for complex promotion programs across ecommerce, retail, travel and other customer-facing industries.
See customer storiesFREQUENTLY ASKED QUESTIONS
Your questions, answered.
What is service recovery?
The process of compensating customers after something goes wrong — a late delivery, a cancelled booking, an outage or a product issue — in a consistent, controlled way.
Can compensation vouchers be automated?
Yes. A service event from your operations, support or logistics systems can trigger voucher issuance automatically, using predefined values and rules.
Can rewards be limited to affected customers?
Yes. Vouchers can be issued to a specific customer or list, and redemption is tied to that assignment so the credit cannot be used by anyone else.
Can compensation expire after a fixed period?
Yes. Every recovery voucher can carry its own validity window, usage limit and product restrictions.
Can Vouchery support travel or delivery disruption use cases?
Yes. Recovery credits can be scoped to eligible products, routes, markets or channels, which is common in travel and logistics scenarios.
How do we control the total cost of recovery?
Compensation runs as a campaign with its own budget, value limits and reporting, so redemption volume and recovery cost are visible rather than spread across manual actions.
Build smarter promotions with Vouchery
Create targeted incentives with flexible eligibility, real-time validation and omnichannel redemption.