A well-informed team is key to the success of your loyalty program. When staff know how the digital card works, they can confidently invite customers to join, explain the benefits clearly, and resolve common questions on the spot.
What your team needs to know
How to access the scanner web app (no download needed)
How to scan a customer's wallet QR code
How to add points after a purchase
How to redeem a reward for a customer
What to do when a customer says they don't have their card
Key talking points for customers
"You can join our loyalty program by scanning this QR code — no app needed."
"Every purchase earns you points that you can redeem for rewards."
"Your card updates automatically on your phone every time you earn points."
Common situations and how to handle them
Customer doesn't have the card on their phone: Look them up by phone number in the scanner and process the transaction manually.
Scanner asks to log in again: This is normal after several hours of inactivity. Re-enter the scanner credentials.
Camera won't open: Check browser camera permissions. On iPhone, use Safari. On Android, use Chrome.
Have more questions? Send us a message in this chat and we'll help you out.