Customer didn’t receive points — how to fix it

Overview

If a customer reports that their points did not come through after a visit there are a few things to check before manually issuing anything. Most of the time it is a quick fix.

Step 1: Check the activity log

Go to Activity in your dashboard and search for the customer by name or phone number. Filter by Issued to narrow the results and check the timestamp, points, and staff member columns.

If the transaction appears here the points were issued and are already on the customer's account. It is worth asking the customer to refresh their pass — sometimes there is a short delay before the balance updates on their phone.

Step 2: Check the program type

Make sure the transaction was processed correctly for your program type:

• If you are on a purchase amount program, the staff member needs to have entered the purchase amount in the scanner app for points to be calculated

• If you are on a visit count program, the staff member just needs to have scanned the pass and confirmed the transaction

If the wrong amount was entered or the transaction was not completed properly, no points will have been issued.

Step 3: Check the scanner location

If your staff member has access to multiple locations in the scanner app, make sure they were scanning from the correct location. If they were in the wrong location the customer's pass may not have been found or the wrong program may have been applied.

Step 4: Manually issue points

If the customer was missed or the transaction was not processed correctly you can issue points manually from the Customers tab:

1. Go to Customers in your dashboard

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 confirm

The points will be added immediately and the transaction will appear in your activity log.

Use manual point issuing sparingly. It is there for genuine mistakes but if you are using it regularly it is a sign that staff need a refresher on the scanner app flow.

FAQs

The customer says they scanned but nothing happened — what went wrong? This usually means the transaction was not completed in the scanner app. Scanning the pass opens the customer profile but staff still need to enter the purchase amount and confirm before points are issued.

Can I issue points for a past visit the customer forgot to scan for? Yes. Use the manual issue flow in the Customers tab to add the points and note it in your records.

Will the customer be notified when I manually issue points? Yes. If you have the Points earned Moment enabled the customer will receive a notification when points are added to their account.

Next steps

Activity log
Setting up your scanner
Staff usage and permissions