User guide

Learn each key app flow in order, from sign-in to refunds.

After-sales requests

After-Sales is for service issues tied to a used voucher—not the same tap path as Request Refund on money-back.

Description

After-sales helps when something went wrong at or after the visit—for example service quality, wrong item, or merchant dispute—after you redeemed a voucher. The empty-state screen explains that you can start from the order or coupon screen within a time window shown in the app (read that grey helper text literally—it may mention a number of days). This is different from Request a refund, which is about money return rules. If both could apply, read each screen’s notice or ask Customer support.

Steps

Open the list

Tap Profile → After-Sales (headset icon).
If you see No after-sales requests yet, read the helper paragraph, then go to My Orders or the used voucher and look for After-Sales or Request support wording on that screen (exact label may vary).
When you already have cases, pull the list down to refresh.

Start a new request

From Order Detail or the used voucher screen, tap the action that opens After-Sales Request (title in the app bar).
Fill every required field—usually issue type, description, and optional photo attachments.
Submit and note any case ID the confirmation shows.

Follow the timeline

Open the case from After-Sales list.
The After-Sales Support timeline shows stages such as Merchant Response or Crunchy Plum Decision when each party posts an update.
If the app offers Escalate to Crunchy Plum?, read the dialog carefully before you confirm—you may not be able to undo escalation.

If something goes wrong

You cannot start a request → you may be outside the window described on the empty-state text; use Customer support.
Merchant never responds → wait for the SLA your screen states, then escalate if the button appears.

Official help entry points: Customer support.

Figure (placeholder): After-Sales timeline with status chips.