How to Increase Groupon Redemptions and Reduce Refunds

Customers refunding your Groupon vouchers instead of redeeming? Use this checklist to address underlying issues, reduce refunds, and improve redemption rates.

So you’ve signed up, created an account, and launched a Groupon campaign for your business. You start seeing sales come through in Merchant Center, but then the vouchers end up refunded instead of redeemed. What’s going on, and what can you do about it?

High rates of refunds may signal underlying issues with your campaign that can limit its effectiveness. Customers may be having trouble accessing your services, or may have inaccurate expectations of what’s included. We want to ensure the best Groupon experience for both you and the customer, so here’s a checklist of recommendations to help you improve your redemption rates and reduce refunds.

To make these or other changes to your campaign, simply log in to Merchant Center, navigate to the Campaigns tab, and click the pencil icon next to your campaign to begin editing. You may also see useful recommendations to guide you directly in the Merchant Center.

Update Your Contact Info and Redemption Instructions

Be sure your contact info, hours of operation, and redemption instructions are up to date to minimise friction between purchase and redemption. This video will also guide you through what you need to do in the Merchant Center to make sure your vouchers get redeemed correctly.

Ensure You Provide Accurate Pricing

It’s important that the pricing of your offer is up to date. Check your deal and make sure it displays accurate prices which match those on your website. You can also adjust your discount within the recommended threshold. 

Provide Additional Details About Your Offer

A key to managing and meeting customer expectations is to make clear what exactly you’re offering. Be as descriptive as possible and follow these tips for a clear and successful campaign:

• Add multiple deal options to present customers a wider range of choices.
• Describe in detail what’s included in each deal option.
• Use high-quality photos of your business. Consult our photography tutorial to see best practices for taking Groupon-ready photos.

You can also review our video guide to building a campaign to make sure your campaign page has everything it needs.

Make Your Campaign Bookable

Bookability allows customers to view your availability before they purchase, reducing the likelihood that they’ll request a refund due to being unable to schedule your services. Consider implementing Groupon’s booking tool to help you manage customer flow; or if you’re already using one, make sure to manage your time slots accordingly.

Ready to make updates to your Groupon campaign? Log in to Merchant Center now.