How to process reward redemptions for customers
When customers have earned enough points, they can redeem them for rewards. You process these redemptions through the staff dashboard.
Customer requests a specific reward
Scan their QR code
Verify they have enough points
Select the reward they want
Confirm the redemption
Provide the reward
After scanning the customer's QR code:
Tap Redeem Reward
You'll see available rewards and point costs
Select the reward the customer wants
Verify they have sufficient points
Tap Confirm Redemption
Points are deducted immediately.
Before processing, you'll see:
Customer's current point balance
Available rewards
Points required for each
Whether they can afford each reward
If they don't have enough points, the redemption option will be unavailable.
Once confirmed:
Points are deducted from their balance
The redemption is logged
You provide the physical reward
The customer can see the redemption in their transaction history.
Need to award points when a customer can't scan their QR code? Use redemption codes:
Go to Redemption Codes in the sidebar
Click Generate Code and select the loyalty card
Enter the point amount and generate
Tell the customer the 4-digit code
Customer enters the code in their account to receive points
This is perfect for phone orders, drive-throughs, or when customers forgot their phone. See Redemption Codes for the complete guide.
Customer disputes point balance:
Check their transaction history
If there's a genuine error, contact your partner
Reward out of stock:
Apologize and explain the situation
Offer an alternative if available
Do not process the redemption if you can't fulfill it
Wrong reward processed:
Contact your partner immediately
They can review and potentially reverse the transaction
Verify before processing. Confirm which reward the customer wants.
Fulfill immediately. Provide the reward right after processing.
Be friendly. Redemption is a positive moment—make it feel like a celebration.