> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mention-me.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Reissue a Coupon Code

> Swap a customer's expired, barred, or fully used coupon for a fresh code from the same batch.

When a customer's coupon is no longer usable, you can reissue a replacement from their profile. The new code is drawn from the same voucher batch as the original.

<Note>
  Reissue is only available for rewards fulfilled by **batch coupon codes**. Rewards fulfilled via external providers (GiftCloud, Runa (WeGift), or Shopify) can't be reissued from the customer page. Speak to your account manager for those.
</Note>

## Before You Start

* The existing coupon must be genuinely unusable (expired, barred, or fully redeemed). If it still has capacity, the platform blocks the reissue.
* Each reward can only be reissued **once**. If a second reissue is needed, [open a support ticket](https://help.mention-me.com/hc/en-gb/requests/new?ticket_form_id=1900000712373).
* The voucher batch must have codes left in it. If it's empty, top it up before reissuing.

## Steps

<Steps>
  <Step title="Open the customer's profile">
    Find them via the [Customers list](/knowledge-v2/customers/browse/customer-list) and open the profile.
  </Step>

  <Step title="Find the reward">
    Scroll to the **Rewards** section and locate the reward whose coupon needs replacing. It could be a referrer reward, a referee reward, or a drive-action reward.
  </Step>

  <Step title="Click Reissue coupon">
    Open the **…** menu on the reward row and choose **Reissue coupon**. The platform allocates a fresh code from the same batch and assigns it to the reward.

    Tick **Send notification email** if you want the customer to receive the standard fulfilment email with their new code.
  </Step>

  <Step title="Confirm the new code">
    The reward row updates to show the new coupon. A toast confirms the reissue.
  </Step>
</Steps>

## What Changes for the Customer

* A new code is allocated from the same voucher batch and attached to the reward.
* The old code stays in the system for audit, but is no longer linked to this customer.
* If you ticked the email box, the fulfilment email goes out immediately with the new code.
* An audit record captures the old code, new code, who actioned it, and whether an email was sent.

## When Reissue Coupon Isn't Available

| Situation                 | Reason                                                                                                                                                               |
| ------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Coupon still has capacity | Not expired, not barred, and not fully redeemed. There's nothing to replace.                                                                                         |
| Already reissued once     | Each reward can only be reissued once. [Open a support ticket](https://help.mention-me.com/hc/en-gb/requests/new?ticket_form_id=1900000712373) for further reissues. |
| Non-batch reward          | Fulfilled via GiftCloud, Runa (WeGift), Shopify, or another external provider.                                                                                       |
| Voucher batch empty       | No codes left in the batch. Top it up first.                                                                                                                         |

## See Also

<CardGroup cols={2}>
  <Card title="Customer profile" icon="user" href="/knowledge-v2/customers/browse/customer-profile">
    Where the Rewards section lives.
  </Card>

  <Card title="Pending Rewards" icon="gift" href="/knowledge-v2/customers/pending-rewards">
    For rewards stuck before they get a code.
  </Card>
</CardGroup>