Give a customer their reward

When a customer has a reward ready, your team hands it over at the till and marks it used in the same moment. It works whether the customer asks from the till poster or shows their card, and a used reward can never be used twice.

Rewards customers can have

• The full-card reward, earned with the last stamp of a round.
• Rewards along the way, earned at a set stamp.
• A welcome reward, given when they join.
• A tier reward, when they reach a lifetime tier.
• A gift from a campaign, marked “Gift” at the till.

Customers see every reward ready to use at the top of My cards and on the card’s screen, each with its use-by date. Use a reward you’ve earned explains their side.

When the customer asks from the till poster

On the customer’s phone, each ready reward has a button to use it. Tapping it sends a reward request to your till, which chimes like a stamp request. The sheet shows the match code and “Wants to use” with the reward’s name.

Check the code matches, hand over the reward and tap Approve with the reward’s name. The customer’s phone says “Enjoy your” and the reward.

When you scan their card

Scan the customer’s card or type its code. The sheet lists Rewards ready, each with its use-by date, “No expiry”, or the reason it can’t be used here.

1. Tap Use beside the reward.
2. Tap Confirm.

The sheet says “Used:” with the reward’s name and “Enjoy!”. You can give stamps for today’s purchase in the same sheet, before or after.

A full card

Some cards wait for their reward to be used before the next round starts. The sheet says “This card is full. Use its reward below to start the next one.”, and stamps are refused until it is. Use the reward first, then give today’s stamp.

When a reward can’t be used

The sheet names the reason instead of offering Use:

• “That reward has expired.” Its use-by date has passed.
• “That reward is no longer available.” It was already used or cancelled.
• “This card isn’t offered at this outlet.” The card doesn’t work here. See choose the outlets where a card works.
• “That reward can only be used where it was earned.” This reward is tied to the outlet that gave it.

A reward used by mistake

A used reward stays used: the till’s Undo only takes back stamps. If a reward was marked used by mistake, someone allowed to correct stamps can add them as goodwill from the customer’s page. See look up a customer and adjust stamps.

Good habits at the counter

• Ask customers with a ready reward whether they’d like to use it today; the till lists it as soon as their card opens.
• Hand over the reward before tapping Confirm, so the customer never sees it marked used before they have it.
• Check the use-by date if a customer mentions a reward they haven’t used in a while.