When a customer receives enough points, they can redeem them in-store or online for a flat discount off their cart total.
Key Steps to Redeem Points
1. Checking Points Online
Customers can see their available points and what they can redeem under the "rewards" tab of the online store
Points available for redemption will be highlighted, while others will be grayed out.
2. Redeeming Points
Customers have the option to either redeem points online or in-store
I’m In-Store Now - Customers should select this option if they are physically in your store
I’m Ordering Online - Customers ordering online, including kiosk orders.
2a. Redeeming Points Online
Redemptions placed online will be indicated by the ‘Rewards $ Off’ discount shown on the order ticket.
A corresponding discount will need to be created and applied inside your POS.
If a customer mistakenly selects ‘I’m In Store Now’ instead of ‘I’m Ordering Online’, guide the customer on the correct process for future redemptions and then follow the instructions for Redeeming Points In-Store below.
2b. Redeeming Points In-Store
To verify an in-store redemption, look up a customer via their first and last name or their phone number in the customer search kanban.
Redemptions placed in-store will be highlighted in the customer profile.
To complete the redemption, click ‘Picked Up’ in the carrot admin and then manually apply the corresponding discount in your POS.
To manually redeem points for customers, select the ‘New Redemption’ button in their customer profile. This will appear as an in-store redemption
Cautionary Notes
Always verify customer identity before redeeming points to prevent fraud.
Ensure that the points redemption process is clearly communicated to customers to avoid confusion.
If a customer is not receiving their points, please make sure the phone number in Carrot Admin matches the phone number on their profile in the POS.