Troubleshooting (For Staff)

Quickly resolve common stamp card issues to keep checkout moving smoothly and customers happy. This guide covers the most frequent problems and their solutions.

QR Code Scanning Issues

QR Code Won't Scan

Symptoms:

• Camera doesn't recognize code
• Scan takes very long
• Error message appears
• Nothing happens when scanning

Common Causes & Solutions:

1. Poor lighting

• Solution: Move to better-lit area or ask customer to increase screen brightness
• Prevention: Ensure checkout area is well-lit

2. Dirty camera lens

• Solution: Clean your device's camera lens with soft cloth
• Prevention: Clean lens at start of each shift

3. Screen protector interference

• Solution: Ask customer to tilt phone to reduce glare
• Alternative: Use manual entry if protector is damaged

4. Code expired

• Solution: Ask customer to close and reopen QR code
• Why: Codes expire after 10 minutes for security

5. Wrong distance

• Solution: Hold device 6-12 inches from customer's screen
• Tip: Code should fill 50-75% of camera view

6. Shaky hands

• Solution: Hold both devices steady for 2-3 seconds
• Tip: Rest your hand on counter for stability

If all else fails:

• Use manual stamp entry
• Takes 30-60 seconds longer
• Same result as scanning

Wrong QR Code Displayed

Symptoms:

• Scan shows different customer
• Wrong stamp card appears
• Unexpected information

Causes & Solutions:

Customer showing wrong code:

• Solution: Ask them to close and reopen the correct stamp card
• Verify: Customer name matches person in front of you

Customer has multiple accounts:

• Solution: Verify email or phone number
• Use: Correct account for transaction

Previous customer's code still on screen:

• Solution: Close the form and start fresh
• Prevention: Always close after each transaction

Eligibility Issues

"Minimum Purchase Not Met"

Message: "Purchase amount below minimum requirement"

Explanation:

• Program requires minimum purchase (e.g., $5)
• Current purchase is below that amount
• Customer doesn't qualify for stamp

Solutions:

Option 1: Explain to customer "Your purchase needs to be at least $5 to earn a stamp. Your current total is $3.50. Would you like to add anything else?"

Option 2: Customer adds items

• Customer adds more items
• New total meets minimum
• Scan again and add stamp

Option 3: Customer declines

• Politely explain they can earn stamp next time
• Complete sale without stamp
• Thank them for understanding

Never:

• Override minimum without manager approval
• Add stamp when not eligible
• Make exceptions without authorization

"Daily Limit Reached"

Message: "Customer has reached maximum stamps for today"

Explanation:

• Program limits stamps per day (e.g., 3 per day)
• Customer already earned maximum today
• Prevents abuse while being fair

Solutions:

Explain to customer: "You've already earned your maximum 3 stamps today. The limit resets at midnight, so you can earn more stamps tomorrow!"

If customer is upset:

• Apologize for inconvenience
• Explain it's a program rule
• Emphasize they can continue tomorrow
• Escalate to manager if needed

Never:

• Override daily limits
• Add stamps manually to bypass limit
• Promise exceptions

"Program Has Expired"

Message: "This stamp card program is no longer active"

Explanation:

• Program had end date
• End date has passed
• No more stamps can be earned

Solutions:

Explain to customer: "This program ended on [date]. Unfortunately, no more stamps can be added to this card."

If customer has uncompleted card:

• Apologize sincerely
• Check if they have pending rewards
• Direct to manager for possible resolution
• Mention any new programs available

If customer has completed card:

• Check if reward is still claimable
• Process reward if possible
• Thank them for participation

"Card Already Complete"

Message: "Customer has pending reward to claim"

Explanation:

• Card is fully stamped
• Reward hasn't been claimed yet
• Can't add more stamps until reward is redeemed

Solutions:

Check reward type:

If points reward:

• Should have auto-credited
• Verify points were added
• Card should have reset
• May be system delay

If physical reward:

• Ask if customer wants to claim now
• Process reward redemption
• Card will reset after claim
• Then can add new stamp

Tell customer: "Your card is complete! Would you like to claim your reward now, or save it for later?"

Customer Account Issues

Customer Not Found

Symptoms:

• Search returns no results
• "No customer found" message
• Cannot locate account

Common Causes & Solutions:

1. Misspelled identifier

• Solution: Ask customer to spell email or verify phone number
• Try: Different identifier (email vs phone)

2. Customer new to system

• Solution: Check with manager about creating account
• Note: Some systems auto-create on first stamp

3. Wrong club selected

• Solution: Verify customer is at correct location
• Check: If they're member of your club

4. Customer at different business

• Solution: Politely explain they need to visit correct location
• Help: Direct them if possible

Multiple Customers with Same Name

Symptoms:

• Search returns several results
• Unsure which is correct customer

Solutions:

Verify identity:

1. Ask for email address
2. Check phone number
3. Confirm full name
4. Look at profile details

Select correct customer:

• Match email or phone
• Verify with customer
• Double-check before proceeding

If still unsure:

• Ask manager for help
• Don't guess
• Accuracy is critical

Transaction Issues

Stamp Not Added

Symptoms:

• Clicked "Add Stamp" but nothing happened
• No success message
• Customer's app doesn't update

Troubleshooting:

1. Check for error message

• Read any error displayed
• Follow specific solution
• Don't ignore errors

2. Verify internet connection

• Check if you're online
• Try refreshing page
• Wait and try again

3. Check if it actually added

• Look at transaction history
• Verify stamp count
• May have worked despite no message

4. Try again

• Scan code again
• Or use manual entry
• Verify success this time

If problem persists:

• Note customer information
• Contact manager
• Add stamp later when system works
• Apologize to customer

Duplicate Stamp Added

Symptoms:

• Stamp added twice
• Customer scanned twice accidentally
• Two transactions at same time

Immediate Action:

If you notice immediately:

• Don't panic
• Note the customer name
• Note the time
• Tell your manager

Manager can:

• Void the duplicate transaction
• Correct the stamp count
• Maintain accurate records

Prevention:

• Wait for success message before rescanning
• Don't scan if already processed
• Pay attention to confirmations

Wrong Stamp Card Updated

Symptoms:

• Stamp added to wrong program
• Customer has multiple cards
• Selected wrong card

Immediate Action:

If you notice immediately:

1. Note which card was wrong
2. Note which card should have been
3. Tell your manager immediately
4. Don't try to fix yourself

Manager can:

• Void incorrect stamp
• Add stamp to correct card
• Document the correction

Prevention:

• Verify stamp card name before adding
• Ask customer which program if multiple
• Double-check before clicking

Reward Redemption Issues

Reward Code Won't Scan

Symptoms:

• Reward QR code doesn't scan
• Same issues as stamp collection codes

Solutions:

• Try all QR scanning troubleshooting steps
• Verify it's the reward code, not collection code
• Ask customer to close and reopen
• Use manual lookup if needed

Manual process:

1. Search for customer
2. Open stamp card
3. Verify completion
4. Get manager approval
5. Give reward
6. Manager confirms in system

No Pending Rewards

Symptoms:

• Customer claims reward ready
• System shows no pending rewards
• Card not complete

Troubleshooting:

1. Verify completion:

• Check stamp count
• Compare to stamps required
• Show customer their progress

2. Check if already claimed:

• Review transaction history
• Look for redemption
• Explain if already used

3. Verify correct card:

• Customer may have multiple programs
• Check they're showing right card
• Direct to correct program

If genuine error:

• Contact manager
• Review history together
• Resolve appropriately

System and Technical Issues

System Running Slow

Symptoms:

• Pages load slowly
• Delays in processing
• Timeouts

Solutions:

Short term:

• Be patient
• Warn customers of delay
• Complete sales first, add stamps after
• Use manual entry if faster

Report to manager:

• Note the time
• Describe the issue
• Manager can investigate
• May be temporary

Never:

• Skip adding stamps
• Promise to add later without noting
• Ignore the issue

Internet Connection Lost

Symptoms:

• Cannot load pages
• "No connection" errors
• System unresponsive

Immediate Actions:

1. Check connection:

• Verify WiFi is on
• Check if other devices work
• Try cellular data if available

2. Continue serving customers:

• Complete sales normally
• Note customers who need stamps
• Add stamps when connection returns

3. Communicate:

• Apologize to customers
• Explain technical difficulty
• Assure stamps will be added
• Get contact info if needed

4. Report to manager:

• Notify immediately
• Manager can troubleshoot
• May need IT support

Device Issues

Symptoms:

• Tablet/phone not working
• Camera not functioning
• App crashes

Solutions:

Quick fixes:

• Restart the device
• Close and reopen browser
• Clear cache if possible
• Try different device

Workarounds:

• Use manual entry exclusively
• Borrow colleague's device
• Use backup device if available

Report to manager:

• Device may need repair
• May need replacement
• IT support may be needed

Customer Service Issues

Angry Customer

Situation: Customer upset about stamp card issue

Approach:

1. Stay calm:

• Don't take it personally
• Remain professional
• Listen actively

2. Empathize:

• "I understand your frustration"
• "I'm sorry this happened"
• "Let me help you"

3. Investigate:

• Look at their history
• Verify their claim
• Find the facts

4. Resolve:

• Fix if you can
• Escalate to manager if needed
• Follow through

5. Follow up:

• Ensure resolution
• Thank them for patience
• Invite them back

Confused Customer

Situation: Customer doesn't understand how stamp cards work

Approach:

1. Explain simply:

• "You collect stamps with each purchase"
• "When you have 10 stamps, you get a free coffee"
• "It's like a digital punch card"

2. Show them:

• Point to their progress
• "You have 3 stamps now"
• "You need 7 more"

3. Demonstrate:

• "I'll add a stamp right now"
• Show the process
• Let them see it update

4. Encourage:

• "You're on your way!"
• "Come back to earn more"
• "It's easy!"

When to Escalate to Manager

Situations Requiring Manager

Always escalate:

• Customer disputes you can't resolve
• System errors you can't fix
• Requests to override eligibility
• Accusations of fraud or abuse
• Requests to delete transactions
• Technical issues persisting
• Angry customers you can't calm

How to escalate:

1. Politely excuse yourself
2. Find your manager
3. Explain the situation briefly
4. Let manager take over
5. Learn from how they handle it

Situations You Can Handle

You can resolve:

• Basic QR scanning issues
• Simple customer questions
• Standard stamp additions
• Normal reward redemptions
• Minor confusion or questions

When in doubt:

• Ask your manager
• Better to check than guess
• Learning opportunity

Prevention Tips

Avoid Common Issues

Before each shift:

• Clean camera lens
• Charge device
• Test scanning
• Review active programs

During transactions:

• Verify customer identity
• Check eligibility before adding
• Wait for success messages
• Double-check details

After issues:

• Document what happened
• Report to manager
• Learn from mistakes
• Improve next time

Build Good Habits

Always:

• Ask every customer about stamps
• Verify before submitting
• Communicate clearly
• Stay patient and helpful

Never:

• Rush through transactions
• Ignore error messages
• Override without permission
• Promise what you can't deliver

Quick Reference

Most Common Issues

1. QR won't scan → Adjust lighting, clean lens, use manual entry
2. Minimum not met → Explain requirement, offer to add items
3. Daily limit reached → Explain limit, invite back tomorrow
4. Customer not found → Verify spelling, try different identifier
5. Duplicate stamp → Note it, tell manager to void

Emergency Contacts

For technical issues:

• Your manager
• IT support (if available)

For customer disputes:

• Your manager
• Store manager

For system outages:

• Your manager
• Note affected customers

Next Steps

• Overview — Review your role
• Scanning QR Codes — Master scanning
• Manual Entry — Learn backup method