#32434 · Problema vale Serrano
ID interno: 10918000010743453
Estado
Cerrada
Prioridad
Normal
Urgencia
Alta
Impacto
Afecta al usuario
Categoría
LS Retail
Subcategoría
Vales / Tarjetas Regalo
Tipo
Incidencia
Canal
SLA
SLA Soporte TIENDAS
Grupo
Brownie (Tiendas)
Site
TIENDAS
Nivel
Nivel 1 - Primera Respuesta
Solicitante
Técnico
Departamento
Tienda Hermosilla (MAD)
Request Type
Incidencia
Creado
22/2/26, 16:00
Resuelto
23/2/26, 7:28
Actualizado
25/2/26, 7:50
Asignado
Feb 23, 2026 08:26 AM
Respondido
Feb 23, 2026 08:28 AM
Completado
Feb 25, 2026 08:50 AM
First resp. due
Feb 24, 2026 08:00 AM
Due by
Feb 25, 2026 08:00 AM
Tiempo de resolución
15.5 h
Overdue
NoFirst resp. overdue
NoEscalado
NoReabierto
NoFCR
NoSolicitada cancelación
NoService Request
NoTrashed
NoAsignar técnico
Actual: N1 Support
Descripción
Buenas tardes,
Os escribo para informaros de una incidencia ocurrida hoy con un vale de Serrano nº W780000002734, por importe de 46,86 euros.
Al intentar canjearlo en la TPV, una vez introducido el importe del vale, no fue posible validarlo. El sistema no permitía leer el código de barras y tampoco aceptaba el número introducido manualmente, por lo que no había forma de pasarlo correctamente.
Ante esta situación, contacté con soporte. Siguiendo las indicaciones recibidas, realizamos una venta ficticia utilizando la opción del datáfono externo. Posteriormente, con el vale generado a partir de esa devolución, pudimos efectuar el canje correctamente y aplicarlo a la clienta.
Procedimos de esta manera para evitar mayores molestias y frustraciones a la clienta.
Quedo a vuestra disposición para cualquier aclaración adicional.
Un saludo,
Brownie Hermosilla
Resolución
Gracias, cuando informéis de estas cosas acordaros de poner en copia a cierres@browniespain.com.
Saludos!
JSON crudo (detalle completo)
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"content": "<div class=\"personalize-wrapper\" style=\"font-family:"PT Sans", Arial, Helvetica, sans-serif, sans-serif; font-size:13px\"><div>Gracias, cuando informéis de estas cosas acordaros de poner en copia a <a target=\"_blank\" rel=\"noopener noreferrer\" href=\"mailto:cierres@browniespain.com\">cierres@browniespain.com</a>.<br/></div><div>Saludos!</div></div>",
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"attachments": [
{
"id": "10918000010743461",
"name": "VALE_SERRANO_2202.jpg",
"size": "1234949",
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"description": "\n\n\n\n<div lang=\"ES\" style=\"\" class=\"zm_2421442151461093249_parse_2024782488322147464\">\n<div class=\"x_1485117497WordSection1\">\n<p class=\"MsoNormal\"><span>Buenas tardes, </span></p>\n<p class=\"MsoNormal\"><span> </span></p>\n<p class=\"MsoNormal\"><span>Os escribo para informaros de una incidencia ocurrida hoy con un vale de Serrano nº W780000002734, por importe de 46,86 euros.</span></p>\n<p class=\"MsoNormal\"><span> </span></p>\n<p class=\"MsoNormal\"><span>Al intentar canjearlo en la TPV, una vez introducido el importe del vale, no fue posible validarlo. El sistema no permitía leer el código de barras y tampoco aceptaba el número introducido manualmente, por lo que no\n había forma de pasarlo correctamente. </span></p>\n<p class=\"MsoNormal\"><span> </span></p>\n<p class=\"MsoNormal\"><span>Ante esta situación, contacté con soporte. Siguiendo las indicaciones recibidas, realizamos una venta ficticia utilizando la opción del datáfono externo. Posteriormente, con el vale generado a partir de esa devolución,\n pudimos efectuar el canje correctamente y aplicarlo a la clienta. </span></p>\n<p class=\"MsoNormal\"><span> </span></p>\n<p class=\"MsoNormal\"><span>Procedimos de esta manera para evitar mayores molestias y frustraciones a la clienta.\n</span></p>\n<p class=\"MsoNormal\"><span> </span></p>\n<p class=\"MsoNormal\"><span>Quedo a vuestra disposición para cualquier aclaración adicional.\n</span></p>\n<p class=\"MsoNormal\"><span> </span></p>\n<p class=\"MsoNormal\"><span>Un saludo, </span></p>\n<p class=\"MsoNormal\"><span>Brownie Hermosilla</span></p>\n</div>\n</div>",
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"id": "10918000001574383",
"name": "Vales / Tarjetas Regalo"
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"display_value": "Feb 22, 2026 05:00 PM"
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"value": "1772005839346",
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