Viewing Customer History (For Staff)

View customer stamp card transaction history to answer questions, verify progress, and provide excellent customer service.

Accessing Customer History

From Members List

1. Navigate to Members in staff portal
2. Search for customer by name, email, or phone
3. Click customer name to open profile
4. Locate Stamp Cards column
5. Click stamp card name to view history

What You'll See

Member information card:

• Customer name
• Membership tier
• Club affiliation
• Quick stats (points, tier progress)

Stamp card preview:

• Visual stamp grid
• Current progress (X/Y stamps)
• Completion percentage
• Status (active, completed, etc.)

"Add Stamp" button:

• Quick access to add stamps
• Pre-filled with customer info
• Useful for manual entry

Transaction timeline:

• Complete history of stamp activities
• Chronological order (newest first)
• All transaction types
• Full details for each entry

Understanding the Timeline

Transaction Details

Each entry shows:

Event type:

• Stamp earned
• Bonus stamps
• Card completed
• Reward redeemed
• Stamps adjusted
• Stamps voided

Stamp change:

• How many stamps added or removed
• Positive (+1, +2) or negative (-1)
• Running total

Before/after counts:

• Stamps before transaction
• Stamps after transaction
• Easy verification

Date and time:

• When transaction occurred
• Precise timestamp
• Sorted by most recent

Staff attribution:

• Which staff member processed
• Your name appears on your transactions
• Accountability and tracking

Purchase amount:

• Transaction value if recorded
• Optional field
• Internal use only

Internal notes:

• Context about transaction
• Special circumstances
• Staff comments
• Not visible to customers

Common Use Cases

Verifying Customer Claims

Customer says: "I should have 8 stamps, but I only see 7."

You do:

1. Look up customer
2. Open stamp card history
3. Count transactions
4. Verify current count
5. Explain any discrepancies

If customer is correct:

• Add missing stamp
• Add note explaining correction
• Apologize for error

If system is correct:

• Show customer the history
• Explain each transaction
• Help them understand

Checking Recent Activity

Customer says: "Did my stamp from yesterday get added?"

You do:

1. Open customer history
2. Look at recent transactions
3. Find yesterday's date
4. Confirm stamp was added
5. Show customer if needed

If stamp is there: "Yes, I see it here. You earned a stamp yesterday at 2:30 PM. You're at 6 of 10 now."

If stamp is missing: "I don't see a transaction from yesterday. Let me add it for you now."

Understanding Progress

Customer asks: "How many more stamps do I need?"

You do:

1. Open stamp card
2. Check current progress
3. Calculate remaining stamps
4. Tell customer

Example: "You have 7 of 10 stamps, so you need 3 more to complete your card!"

Investigating Issues

Customer reports: "Something seems wrong with my stamps."

You do:

1. Review complete history
2. Look for unusual patterns
3. Check for voids or adjustments
4. Identify any errors
5. Escalate to manager if needed

Common issues to spot:

• Duplicate stamps
• Missing stamps
• Incorrect voids
• System errors

Information You Can See

As staff, you have access to:

Customer Information

• Full name
• Account identifier
• Membership tier
• Club affiliation
• Contact information (in main profile)

Transaction Details

• All stamp activities
• Purchase amounts
• Staff who processed
• Internal notes
• Before/after counts
• Timestamps

Program Information

• Stamp card name
• Stamps required
• Current progress
• Completion status
• Reward details

Information Customers Don't See

Purchase amounts: Customers don't see transaction values in their history.

Staff names: Customers don't see which staff member added stamps.

Internal notes: Customers don't see staff comments or notes.

This information is for:

• Internal tracking
• Customer service
• Quality control
• Analytics

Using History for Customer Service

Answering Questions

"When did I earn my last stamp?"

• Look at most recent transaction
• Tell customer the date and time

"How long have I been collecting?"

• Scroll to first transaction
• Note the enrollment date
• Calculate time period

"How many times have I completed this card?"

• Count completion transactions
• Tell customer their total

"What happened to my stamps?"

• Review timeline for voids or expirations
• Explain what occurred
• Resolve if error

Resolving Disputes

Customer claims error:

1. Listen to their concern
2. Review history together
3. Look for evidence
4. Verify their claim
5. Resolve appropriately

If customer is right:

• Apologize sincerely
• Correct the error
• Add note documenting resolution
• Thank them for bringing it up

If system is correct:

• Explain politely
• Show evidence
• Help them understand
• Offer to escalate if they're unsatisfied

Providing Context

Customer confused about transaction:

• Read the internal note
• Explain what happened
• Provide context
• Clarify any confusion

Example: "I see a note here that says 'Birthday bonus.' It looks like you received an extra stamp for your birthday!"

Best Practices

Accuracy

Always verify:

• Customer identity before sharing information
• You're looking at correct stamp card
• Transaction details before explaining

Never:

• Share information with wrong person
• Guess if you're unsure
• Make up explanations
• Modify history without manager approval

Privacy

Protect customer data:

• Don't discuss with other customers
• Don't share screen publicly
• Keep information confidential
• Follow privacy policies

Only access when:

• Customer requests help
• Resolving an issue
• Processing a transaction
• Manager directs you to

Communication

Be clear:

• Use simple language
• Avoid technical jargon
• Explain what you're seeing
• Confirm customer understands

Be helpful:

• Offer to show them
• Walk through history together
• Answer all questions
• Provide solutions

Limitations

What You Cannot Do

Cannot delete transactions:

• History is permanent
• Maintains audit trail
• Only managers can void

Cannot edit past transactions:

• Records are immutable
• Ensures accuracy
• Prevents tampering

Cannot see other clubs:

• Limited to your club
• Can't access other locations
• Privacy and security

What to Do Instead

If customer needs correction:

• Contact your manager
• Manager can void transactions
• Manager can add adjustments

If you need more access:

• Request manager assistance
• Escalate complex issues
• Follow proper procedures

Troubleshooting

"Cannot find customer"

Possible causes:

• Misspelled name
• Wrong identifier
• Customer at different club

Solutions:

• Try different search terms
• Ask customer for correct spelling
• Verify club location
• Check with manager

"Stamp card not showing"

Possible causes:

• Customer not enrolled
• Wrong club selected
• Program was deleted

Solutions:

• Verify customer has stamps
• Check if program is active
• Ask manager for help

"History not loading"

Possible causes:

• Network issue
• System maintenance
• Large transaction volume

Solutions:

• Refresh the page
• Wait a moment and try again
• Check internet connection
• Report to manager if persists

Training Tips

Practice Looking Up Customers

Before working independently:

• Practice with test accounts
• Try different search methods
• Review various histories
• Get comfortable navigating

Learn to Read Timelines

Understand transaction types:

• What each event means
• How to interpret changes
• What to look for
• How to explain to customers

Develop Customer Service Skills

Practice explaining:

• Transaction history
• Stamp counts
• Completion status
• Reward details

Role play scenarios:

• Customer disputes
• Missing stamps
• Confusion about progress
• Questions about history

Next Steps

• Troubleshooting — Solve common problems
• Processing Rewards — Handle redemptions
• Manual Entry — Add stamps without QR codes