I think it's better to not offer any discount then to offer it and have so many issues
Let's get the facts straight: we have only TWO customers that are saying the Coupon was accepted, and being charged in full, which we ARE investigating with Esellerate if it really was a technical problem, or it was just user error.
OF COURSE, users that are not having problems, are obviously not posting anything, but we are getting a lot of orders with the Coupon. Meaning, many people ARE taking advantadge of an offer.
and loyal customers get left out... What does it matter which airport?
You got it wrong: there are two exceptions, which obviously make sense:
- In the Coupon that allows you to purchase KFLL at discount if you have 4 FSDT sceneries, we excluded Zurich, because there are people that got it for free with a previous promotion and THEY complained, when we released KLAS, they were cut off from that promotion, since Esellerate doesn't count a free purchase as a proper order for future discounts. So, the promotion is exactly the same, you still need to have 4 sceneries, just Zurich is excluded. I repeat it again: we have to work within what the Essellerate system allows, and there's no way to just say "any 4 sceneries", we have to specifiy specific products so, there wasn't any other way to do this.
- In the Coupon that allows to purchase another product if you purchase KFLL, we just decided to exclude KLAS, for the very simple reason that it's just too new to be discounted yet. Loyal customers that bought KLAS the last month, might rightly complain, if we discounted it already.
It should be a case by case biases and not a one size fits all
Doing it on a case by case basis would be an enormous amount of work, we should put a person full time for the whole month of the duration of the promotion, because he'd would have to individually check every order, every past purchase, eventually fixing emails, then creating personalized Coupons for every customer. We'd rather not doing any promotion because, obviously, the added amount of work needed to handle this, would more than likely eat up entirely any supposed increase of sales due to the promotion itself.