Scanner App - Processing Gift Cards
Overview
The Scanner App allows you to process gift card transactions, including both redemptions and balance additions. This guide covers the complete workflow for gift card operations, whether customers are using prepaid value or you're adding funds to their cards.
What you can do:
Scan customer cards or search by customer details
Redeem gift card balances for purchases
Add funds to gift cards (for reloadable cards)
Process partial or full redemptions based on card settings
View real-time balance and transaction information
Handle both one-time and reloadable gift cards
Before You Begin
Requirements:
Scanner App installed and configured (see installation guide)
Active login session (see login guide)
Camera permissions enabled on your device
Active gift card program in your account
Important: Gift cards can be configured as one-time use or reloadable. One-time cards must be fully redeemed in a single transaction, while reloadable cards allow partial redemptions and balance additions.
Scanning a Customer Card
Method 1: Camera Scan
Step 1: Tap the Scan button on the main screen
Step 2: Allow camera access if prompted (first-time only)
The camera will activate automatically
Position the customer's card QR code within the frame
The app scans and loads the card automatically
Method 2: Manual Search
If the customer doesn't have their card available, you can search for them:
Step 1: Tap the Search button (magnifying glass icon)
Step 2: Enter customer information in any of these fields:
Name - Customer's first or last name
Phone number - Mobile number used during card installation
Email - Email address from their profile
Card serial number - Unique identifier on the card
Step 3: Select the correct customer from search results
When to use manual search:
Customer forgot their phone
Card won't scan due to screen damage or brightness issues
Processing gift card purchases over the phone
Customer wants to check their balance remotely
Redeeming Gift Card Balance
Once a customer card is loaded, follow this workflow to redeem value:
Redemption Process
Step 1: Review the customer's current balance displayed on screen
Check available points/value
Verify card type (one-time or reloadable)
Note any previous transaction history
Step 2: Enter the redemption amount
You have two methods:
Using +/- buttons:
Tap the + button to increase the amount
Tap the - button to decrease the amount
Adjust to the exact redemption value needed
Using keyboard entry:
Tap the field displaying '0'
Enter the amount directly using your keyboard
This is faster for specific amounts
Step 3: Tap the Redeem Points button
Step 4: Review the confirmation window
Double-check the redemption amount is correct
Add an optional internal comment if needed (not visible to customer)
Verify this matches the customer's purchase or request
Step 5: Tap Redeem to confirm the transaction
Result: The amount is immediately deducted from the customer's balance and appears in their transaction history.
One-Time vs. Reloadable Cards
One-time use cards:
You cannot redeem partial amounts
The entire balance must be redeemed in a single transaction
After redemption, the card cannot be reused
Common for traditional gift certificates or promotions
Reloadable cards:
You can redeem any amount up to the available balance
Remaining balance stays on the card for future use
Customers can use the card multiple times until depleted
Ideal for stored-value programs or prepaid accounts
Important: The Scanner App enforces these rules automatically. If you attempt a partial redemption on a one-time card, the system will redeem the full balance instead.
Handling Different Purchase Scenarios
Scenario 1: Purchase exactly matches balance
Customer has $50 balance, purchase is $50
Redeem full $50 balance
Card is depleted (or deactivated if one-time use)
Scenario 2: Purchase is less than balance (reloadable only)
Customer has $50 balance, purchase is $30
Redeem $30 only
$20 remains on card for future use
Scenario 3: Purchase exceeds balance
Customer has $50 balance, purchase is $75
Redeem full $50 from gift card
Customer pays remaining $25 by other payment method
Scenario 4: One-time card with partial use attempt
Customer has $50 balance, wants to use $30
System automatically redeems full $50 balance
Customer receives $20 as change or credit by other means
Adding Funds to Gift Cards
For reloadable gift cards, you can add value when customers purchase additional funds:
Adding Funds Process
Step 1: After scanning the customer card, locate the add funds section
Step 2: Enter the amount to add
You have two methods:
Using +/- buttons:
Tap the + button to increase the amount
Tap the - button to decrease the amount
Adjust to match the customer's payment
Using keyboard entry:
Tap the field displaying '0'
Enter the amount directly using your keyboard
More efficient for standard denominations ($25, $50, $100)
Step 3: Tap the Add Points button
Step 4: Review the confirmation window
Verify the amount matches customer's payment
Add an optional internal comment (payment method, reference number, etc.)
Confirm the transaction details
Step 5: Tap Add to confirm
Step 6: Tap Done to complete the transaction
Result: Funds are immediately added to the customer's balance and available for use.
Common Fund Addition Scenarios
Scenario 1: First-time purchase
Customer buys a $50 gift card
Enter $50 and add to their new card
They can now use the full $50 balance
Scenario 2: Reloading existing card
Customer has $15 remaining on their card
They add $30 more
New balance is $45 total
Scenario 3: Gift card as a gift
Purchaser buys card for someone else
Add desired amount ($25, $50, $100, etc.)
Recipient can install and use the card
Important: Only reloadable gift cards support fund additions. One-time use cards cannot be reloaded after creation. Check your gift card settings to confirm which type you're using.
Customer Information Display
Below the transaction buttons, the scanner shows comprehensive customer and card data:
Customer Details
Name provided during card installation
Contact information (phone/email)
Customer registration date
Card Information
Current point balance - Total available value
Card installation date - When customer added card to wallet
Last accrual date - Most recent balance addition
Transaction history - Recent redemptions and additions
Card type indicator - One-time or reloadable (check settings if unclear)
This information updates in real-time with every transaction, ensuring you always work with current data.
Best Practices
For Gift Card Sales
Confirm the amount clearly: When a customer purchases a gift card, repeat the amount back to them: "I'm adding $50 to your gift card."
Verify payment before adding funds: Always collect payment before processing the balance addition to avoid errors.
Explain card type: Let customers know whether their card is one-time use or reloadable so they understand their options.
Suggest common denominations: Offer standard amounts ($25, $50, $100) to speed up transactions while allowing custom amounts.
For Redemptions
Check balance first: Always announce the available balance before processing: "You have $37.50 available on your card."
Clarify partial redemptions: For reloadable cards, ask: "Would you like to use your full balance or just part of it?"
Explain one-time rules: If a customer tries to partially redeem a one-time card, explain: "This is a one-time use card, so I'll need to redeem the full $50 balance."
Provide balance receipts: After partial redemptions, let customers know their remaining balance: "You have $22 left on your card for next time."
For Accurate Records
Use comments for context: Add internal notes for gift card sales (e.g., "Birthday gift for daughter") or special redemptions (e.g., "Applied to catering order #1234").
Double-check large amounts: For high-value gift cards, verify the amount before confirming to prevent costly errors.
Track payment methods: When adding funds, note in comments how the customer paid (cash, credit card, etc.) for reconciliation.
Troubleshooting
Card Won't Scan
Problem: QR code doesn't scan when using camera
Solutions:
Increase phone screen brightness
Clean phone screen if smudged
Use manual search as backup method
Try holding the phone at different angles
Cannot Redeem Partial Amount
Problem: System redeems full balance when attempting partial redemption
Solutions:
Check if this is a one-time use card (see card settings)
One-time cards always redeem fully by design
Convert to reloadable card type if partial redemptions are needed
Process full redemption and handle change separately
Cannot Add Funds
Problem: "Add Points" button is unavailable or doesn't work
Solutions:
Verify this is a reloadable card type
One-time cards cannot accept fund additions after initial creation
Check if card has expired (see expiration settings)
Ensure you have proper permissions in Scanner App
Balance Doesn't Update After Transaction
Problem: Customer says balance change isn't showing
Solutions:
Ask customer to pull down to refresh their wallet
Wait 10-15 seconds for sync (especially on slower connections)
Verify transaction completed (confirmation appeared)
Check transaction history in customer profile dashboard
Wrong Amount Entered
Problem: Accidentally entered incorrect value
Solutions:
You cannot edit completed transactions in Scanner App
Process a reverse transaction (add funds to undo redemption, or vice versa)
Contact administrator for transaction adjustment in dashboard
Add comment explaining the correction for audit trail
Customer Not Found in Search
Problem: Manual search returns no results
Solutions:
Try alternative search fields (email instead of phone)
Check for typos in customer information
Verify customer has installed their gift card
Confirm you're searching the correct card program
FAQ
Q: What's the difference between one-time and reloadable gift cards?
A: One-time cards must be fully redeemed in a single transaction and cannot be reloaded. Reloadable cards allow partial redemptions and can have funds added multiple times. Your card type is set in the gift card configuration in your admin panel.
Q: Can I process gift card transactions when the customer doesn't have their phone?
A: Yes, use the manual search feature. You can find customers by name, phone number, email, or card serial number. This works for both redemptions and checking balances remotely.
Q: What happens if a customer tries to spend more than their balance?
A: The Scanner App shows the available balance before redemption. You can only redeem up to the available amount. If the purchase exceeds the balance, redeem the full gift card value and collect the difference by another payment method.
Q: Can I add funds to a gift card that already has a balance?
A: Yes, but only if it's a reloadable card. The new amount is added to the existing balance. One-time cards cannot be reloaded once created.
Q: How do I know if a card is one-time or reloadable?
A: Check your gift card settings in the admin panel. The Scanner App enforces these rules automatically—if you can't perform partial redemptions or fund additions, it's likely a one-time card.
Q: What if I need to refund a gift card purchase?
A: Refunds and adjustments must be processed through the customer profile dashboard in your admin panel. You can reverse transactions or adjust balances there. Add a comment explaining the reason for audit purposes.
Q: Can customers use expired gift cards?
A: This depends on your expiration settings. If your gift cards have expiration dates configured, the Scanner App will prevent transactions after expiration. Check your gift card settings for expiration rules.
Q: Do gift card redemptions affect customer LTV or other metrics?
A: Yes, gift card redemptions are tracked as transactions in customer profiles. The redemption amount counts toward the customer's lifetime value. Fund additions are also recorded but typically tracked separately from purchases.
Q: Can I see who purchased a gift card for someone else?
A: Gift cards are tied to the person who installs them (the recipient). To track the purchaser, use the comments field when adding funds: "Purchased by John Smith for Sarah's birthday." This creates an audit trail in the transaction history.
Q: What happens to one-time cards after full redemption?
A: After the balance reaches zero, one-time cards typically become inactive. Customers can remove them from their wallet. The transaction history remains in your system for record-keeping.
Q: Can multiple staff members process the same gift card simultaneously?
A: The system handles concurrent access, but best practice is to complete one transaction before another staff member begins. This prevents confusion and ensures accurate balance tracking.
Q: How do I handle a lost gift card?
A: Customers can restore lost cards using the restore feature in their wallet (see restore guide). As long as they have their account information, their gift card balance is preserved and can be reinstalled.