Groupon support: frequently asked questions
Everything customers ask us most often about refunds, vouchers, payments, cancellations and case tracking. If your situation is not covered here, open a case and a specialist will pick it up — most are answered within 24 hours.
Refund questions
Most Groupon refunds come down to two things: whether the deal is still inside its return window, and whether the money goes back to your card or arrives as Groupon Bucks. Local deals are normally refundable for three days from purchase as long as the voucher has not been scanned, and Groupon Goods orders for fourteen days from delivery. Those windows stop applying when the fault sits with the merchant — a closed business, a cancelled booking, or a refused voucher makes the purchase refundable whenever it happened. Groupon Bucks land the same day, card and PayPal refunds take five to ten working days, and bank transfers up to fourteen. When you open a case, say explicitly which refund method you want; billing errors and merchant-fault cases default to the original payment method.
Voucher and redemption questions
A voucher that will not scan is usually a screen problem rather than a code problem: turn brightness to full, open the voucher inside the Groupon app instead of a saved screenshot, and ask the merchant to key in the redemption code printed beneath the barcode. Vouchers carry two dates — the promotional expiry and the paid value. After the promotional date the discount stops, but the amount you paid normally stays valid and can be put towards the merchant's standard price. A voucher marked as already redeemed when you never used it is almost always a duplicate scan, and the redemption can be reversed once you send the timestamp shown in your account.
Payment and billing questions
Duplicate charges, pending holds after a declined payment, and totals that do not match the deal price are the three billing issues we see most. A duplicate is refunded in full to the card that paid it. A pending authorisation from a failed payment is not money that was taken — it drops off within three to five working days on most cards. A total that is higher than the deal price is usually delivery, local tax, or a foreign-transaction fee added by your own bank rather than by Groupon. Send the order number, the exact statement amount and date, and the last four digits of the card; never send a full card number, CVV, or password.
Cancellation questions
Cancelling and refunding are not the same request. A cancellation stops an order before it is fulfilled: an unredeemed local deal inside the three-day window, or a goods order still showing as processing. Once the parcel has been handed to the courier, cancellation becomes a return, which means waiting for delivery and sending the item back within fourteen days. Travel and Getaways bookings follow the cancellation policy printed on the deal page, though a hotel or operator cancelling on you makes the booking refundable regardless of what that policy says.
Contacting support and tracking your case
Every request you submit here generates a unique case reference in the format GRP-2K7X9M. Keep it: it is what you enter on the Track Request page, together with the email address you used, to see the current status and the time of the last update. Cases move through New, In Progress, Awaiting Customer, Resolved, and Closed. Awaiting Customer means we have asked you for something — a photo, an order number, a merchant reply — and the clock is paused until it arrives, so replying quickly is the single biggest thing you can do to speed up a case.
All common questions
Still stuck?
Open a tracked case with your order or voucher number and we will take it from there.