Processing Rewards (For Staff)

When customers complete their stamp cards, they earn rewards. Learn how to process both automatic points rewards and physical reward redemptions efficiently and accurately.

Types of Rewards

Automatic Points Rewards

How they work:

• Points are credited automatically when card completes
• No staff action required
• Customer receives notification
• Stamp card resets immediately

Your role:

• Celebrate completion with customer
• Confirm points were added
• Explain card has reset
• Encourage continued participation

Example: "Congratulations! You just completed your card and earned 1,000 bonus points. They've been added to your account automatically, and your stamp card has reset so you can start collecting again!"

Physical Rewards

How they work:

• Customer shows reward QR code
• You scan the code
• You give physical reward
• You confirm in system
• Stamp card resets

Your role:

• Scan reward QR code
• Verify reward details
• Retrieve and give physical item
• Confirm redemption
• Thank customer

Example: "Great! I see you've earned a free large coffee. Let me get that for you right now."

Processing Physical Rewards

Step-by-Step Process

1. Customer mentions reward

   • "I'm here to claim my free coffee!"
   • "I completed my stamp card."
   • "I have a reward ready."

2. Ask for reward QR code

   • "Wonderful! Can you show me your reward QR code?"
   • Customer opens their app
   • Customer taps "Collect Reward"
   • Large QR code appears

3. Scan the code

   • Use your device camera
   • Scan the reward QR code
   • System opens claim confirmation page

4. Verify reward details

   • Customer name
   • Stamp card program
   • Reward description
   • Number of pending rewards

5. Retrieve physical reward

   • Prepare the item
   • Ensure it matches description
   • Make it with care

6. Give reward to customer

   • Hand over the item
   • Smile and congratulate them

7. Confirm in system

   • Check confirmation box
   • Add note about what was given (optional)
   • Click "Confirm Reward Claimed"

8. Success confirmation

   • System processes redemption
   • Stamp card resets to 0
   • Customer receives confirmation

9. Thank the customer

   • "Enjoy your free coffee!"
   • "Your card has reset, so you can start collecting stamps again."
   • "Thanks for being a loyal customer!"

Reward QR Code vs Stamp Collection QR Code

Important: These are different codes!

Stamp collection QR code:

• Used to earn stamps
• Shows current progress
• Scanned during purchases

Reward QR code:

• Used to claim rewards
• Only appears when card is complete
• Scanned when giving reward

Always verify you're scanning the reward code, not the collection code.

Claim Confirmation Page

Information Displayed

Customer details:

• Full name
• Account identifier
• Membership tier

Stamp card information:

• Program name
• Completion status
• Stamps collected

Reward details:

• Reward title
• Reward description
• What to give customer
• Any special instructions

Pending rewards count:

• How many rewards are ready
• Usually 1, but could be more if customer completed multiple times

Confirmation Checkbox

Required field: "I confirm the physical reward has been given to the customer"

You must check this box before confirming.

Why it's required:

• Ensures reward was actually given
• Creates accountability
• Prevents accidental redemptions
• Maintains accurate records

Never check this box unless you've actually given the reward to the customer.

Notes Field (Optional)

Field: Notes Purpose: Record what was given

Example notes:

• "Gave free large latte"
• "Customer chose mocha"
• "Provided 20% discount code: SAVE20"
• "Gave premium item as requested"

When to add notes:

• If reward has options (which item they chose)
• If there were special circumstances
• If manager requests documentation
• For high-value rewards

Handling Different Reward Types

Free Products

Example: Free large coffee

Process:

1. Scan reward code
2. Confirm reward details
3. Prepare the product
4. Give to customer
5. Confirm redemption

Tips:

• Make it with the same care as paid items
• Offer customization options
• Don't make customer feel like a burden
• Treat it as a celebration

Discounts

Example: 20% off next purchase

Process:

1. Scan reward code
2. Note the discount amount
3. Apply discount to current purchase
4. Confirm redemption
5. Process payment

Tips:

• Apply discount before payment
• Show customer the savings
• Explain any restrictions
• Thank them for their loyalty

Special Services

Example: Free spa treatment, free car wash

Process:

1. Scan reward code
2. Schedule the service
3. Provide service as described
4. Confirm redemption after service
5. Thank customer

Tips:

• Treat as VIP service
• Ensure quality matches paid services
• Make customer feel valued
• Encourage future visits

Troubleshooting Redemptions

"Reward code won't scan"

Solutions:

1. Increase screen brightness
2. Adjust angle and distance
3. Clean camera lens
4. Ask customer to close and reopen code
5. Use manual lookup if scanning fails

Manual lookup:

1. Ask for customer identifier
2. Search in Members list
3. Find customer's stamp card
4. Verify completion status
5. Process redemption manually with manager approval

"No pending rewards"

Possible causes:

• Card not actually complete
• Reward already claimed
• Customer showing wrong code

Solutions:

1. Check customer's stamp count
2. Verify card completion
3. Review transaction history
4. Explain status to customer
5. Help them complete card if needed

"Wrong reward shown"

Possible causes:

• Customer has multiple stamp cards
• Showing wrong program's reward
• System error

Solutions:

1. Verify which program customer completed
2. Check if they have multiple rewards pending
3. Ensure correct reward code is shown
4. Contact manager if discrepancy persists

"Customer claims reward but card not complete"

Situation: Customer insists they completed card, but system shows they haven't

Process:

1. Politely show customer their current progress
2. Review transaction history together
3. Count stamps with them
4. If genuine error: Contact manager
5. If customer mistaken: Explain kindly

Never:

• Give reward without system confirmation
• Override system without manager approval
• Argue with customer
• Make customer feel wrong

Best Practices

Celebrate Completions

Make it special:

• Congratulate enthusiastically
• Acknowledge their loyalty
• Make them feel valued
• Create positive experience

Example phrases:

• "Congratulations on completing your card!"
• "You've earned this - enjoy!"
• "Thank you for being such a loyal customer!"
• "We really appreciate your business!"

Quality Matters

For free products:

• Make them as well as paid items
• Don't cut corners
• Offer full customization
• Present nicely

For services:

• Provide same quality as paid
• Don't rush
• Treat as VIP
• Exceed expectations

Encourage Continuation

After redemption:

• Remind them card has reset
• Encourage them to start collecting again
• Mention any new programs
• Thank them for participation

Example: "Your card has reset to zero, so you can start collecting stamps again right away. We also have a new pastry card program if you're interested!"

Common Scenarios

Scenario 1: Simple Redemption

Customer: "I'm here for my free coffee!"

You:

1. "Congratulations! Can you show me your reward QR code?"
2. Scan the code
3. "Perfect! What kind of coffee would you like?"
4. Prepare the coffee
5. Give to customer
6. Confirm in system
7. "Enjoy! Your card has reset so you can start collecting again."

Scenario 2: Multiple Rewards

Customer: "I have two rewards ready."

You:

1. "Wow, that's amazing! Let me scan your code."
2. Scan code
3. System shows 2 pending rewards
4. "I see you have 2 free coffees! Would you like both now or save one for later?"
5. Process based on customer preference
6. Confirm redemptions
7. "Fantastic! You're at 0 stamps now, ready to start again."

Scenario 3: Reward with Options

Customer: Shows reward code for "free pastry"

You:

1. Scan code
2. "Great! Which pastry would you like?"
3. Customer chooses
4. Give selected pastry
5. Confirm with note: "Gave chocolate croissant"
6. "Enjoy! Thanks for being a loyal customer."

Training Checklist

Before processing rewards independently:

• Can scan reward QR codes
• Understand reward types
• Know how to verify reward details
• Can retrieve and give physical rewards
• Know how to confirm redemptions
• Can handle common issues
• Understand difference between reward and collection codes
• Can explain card reset to customers

Next Steps

• Viewing Customer History — Check transaction records
• Troubleshooting — Solve common problems
• Scanning QR Codes — Master stamp collection