Customer didn’t receive points — how to fix it

If a customer reports that they didn’t receive points, here’s how to verify the issue and issue points manually if needed.

Overview

There are a few reasons a customer may not see their points after a transaction. Whether it’s a scanning error or staff oversight, it’s easy to verify and correct the situation from your dashboard.

Check the activity tab

Start by checking your Activity tab to see if the transaction was logged:

  • Use the search to find the customer by name or phone number.

  • Filter by Issued actions to narrow your results.

  • Check the Timestamp, Points, and Staff Member to confirm if and when points were awarded.

If the action shows here, points were already issued and saved to the customer’s profile.

Confirm the program type

Make sure the customer qualified for points based on your program setup:

  • If your program is spend-based, the staff member must have entered a purchase amount.

  • If your program is visit-based, they just need to tap “Issue Points.”

Mistakes happen — the scanner may have been used incorrectly, or the customer wasn’t identified properly.

Check the staff location in the scanner app

If your staff member has access to multiple locations in the Worthify Scanner App, they must ensure they're scanning from the correct location.

If they’re in the wrong location tab:

  • They may not be able to find the customer’s wallet pass.

  • The program details may differ, and the customer’s membership won’t register.

Always have staff double-check their active location in the Scanner App before scanning a QR code.

Manually issue points

If the customer was missed or not found, you can manually issue points from the Customers tab:

  1. Go to the Customers section in your portal.

  2. Search for the customer by phone number or email.

  3. Click the action menu (•••) next to their name.

  4. Select Issue Points, enter the amount, and click Confirm.

The points will be added immediately, and the action will appear in the Activity tab.

Best practices

  • Train your staff to double-check every scan before completing a transaction.

  • Encourage customers to show their pass each visit to avoid lookups.

  • Review your Activity tab regularly to catch missing scans or patterns.

  • Use manual issue sparingly to maintain tracking integrity.

next steps

Using your dashboard to monitor activity
Scanning wallet passes with the app
Staff usage and permissions