Scanner App - Processing Coupon Cards
Overview
The Scanner App allows you to validate and redeem coupon cards quickly at the point of sale. This guide covers the complete workflow for coupon card operations, including verifying coupon validity and processing redemptions.
What you can do:
Scan customer coupons or search by customer details
Verify coupon status (active, expired, or already used)
Redeem coupons with or without recording purchase amounts
Track coupon usage with internal comments
Automatically convert coupons to linked loyalty cards after redemption
Process promotional campaigns and special offers efficiently
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 coupon card program in your account
Important: Coupons can be configured to link to primary loyalty cards. When linked, the coupon automatically converts to the main loyalty card in the customer's wallet after redemption, enabling ongoing engagement.
Scanning a Customer Coupon
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 coupon QR code within the frame
The app scans and loads the coupon automatically
Method 2: Manual Search
If the customer doesn't have their phone 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 coupon
Step 3: Select the correct customer from search results
When to use manual search:
Customer forgot their phone
Coupon won't scan due to screen damage or brightness issues
Processing orders over the phone
Customer wants to verify coupon status before visiting
Verifying Coupon Status
Once a coupon is loaded, the Scanner App displays the current status:
Status Indicators
Active:
Coupon is valid and ready for redemption
Customer can use the offer
Use Coupon button is available
Expired:
Coupon validity period has passed
Cannot be redeemed
Customer should be informed of expiration
Used:
Coupon has already been redeemed
Cannot be used again (most coupons are single-use)
Transaction history shows redemption date
Important: Always verify the status before processing. If the status shows anything other than "Active," explain to the customer that the coupon cannot be redeemed.
Redeeming Coupons
Once you've confirmed the coupon status is "Active," follow this workflow:
Redemption Process
Step 1: Review the coupon details displayed on screen
Verify status shows "Active"
Check coupon offer details and terms
Note any purchase requirements or restrictions
Step 2: Tap the Use Coupon button
Step 3: Complete the confirmation window
You have two options:
Recording purchase amount (recommended):
Enter the transaction value the customer spent
This helps track coupon ROI and customer behavior
Useful for reporting and analytics
No purchase amount:
Leave the field at 0
Use this when the coupon doesn't require a minimum purchase
Faster for simple offers or high-volume redemptions
Step 4: Add an optional internal comment
Note any relevant details (order number, special circumstances)
Comments are internal only and not visible to customers
Helpful for tracking or later reference
Step 5: Tap the Use button to confirm
Step 6: Review the success confirmation
"Successful Transaction" popup appears
Tap Done to complete the process
Result: The coupon is immediately marked as used and cannot be redeemed again.
Linked Loyalty Card Conversion
If your coupon is linked to a primary loyalty card program:
Automatic conversion:
After successful redemption, the coupon automatically converts
Customer sees their primary loyalty card in their wallet
They can now earn rewards on future purchases
No additional action needed from staff or customer
What customers experience:
They redeem their coupon in-store
Within moments, their wallet updates
The coupon is replaced by your main loyalty card
They're now enrolled in your loyalty program
Benefits of linked coupons:
Convert one-time coupon users into repeat customers
Seamless transition from promotion to loyalty program
Capture customer data for ongoing marketing
Track customer journey from acquisition to retention
Important: Not all coupons are linked to loyalty cards. Check your coupon settings in the admin panel to see if conversion is enabled for specific campaigns.
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
Coupon Information
Coupon status - Active, expired, or used
Card installation date - When customer added coupon to wallet
Redemption date - If already used, when it was redeemed
Transaction history - Previous coupon usage
Linked card information - If connected to a loyalty program
This information updates in real-time with every transaction, ensuring you always work with current data.
Best Practices
For Efficient Processing
Verify status first: Always check that the coupon shows "Active" before explaining the offer to avoid customer disappointment.
Know your offers: Familiarize yourself with current coupon promotions so you can quickly validate and explain benefits to customers.
Process quickly: Coupon redemptions should be fast. For simple offers, skip the purchase amount field to speed up transactions during busy periods.
Communicate clearly: Tell customers what happened: "Your coupon is redeemed! You now have our loyalty card in your wallet."
For Accurate Tracking
Record purchase amounts: When possible, enter the transaction value to gather valuable data about coupon effectiveness and customer spending.
Use consistent comments: Develop standard comment formats for common scenarios (e.g., "First-time customer," "Used with other promotion," "Holiday campaign").
Track conversion success: When coupons convert to loyalty cards, note this in comments for customers who seem confused about the change.
For Customer Experience
Explain the conversion: If using linked coupons, briefly explain: "After I redeem this, you'll automatically get our loyalty card to earn rewards on future visits!"
Handle expired coupons gracefully: If a coupon is expired, apologize and check if you have alternative offers or can honor it as a one-time courtesy.
Celebrate first-time users: When someone uses their first coupon with you, welcome them warmly and explain your loyalty program benefits.
For Campaign Management
Monitor redemption rates: Keep track of how many coupons are being redeemed to gauge campaign success.
Note customer feedback: Use comments to record customer reactions or questions about offers—this helps refine future campaigns.
Identify patterns: Pay attention to which coupons customers prefer and when they redeem them (day of week, time of day).
Troubleshooting
Coupon 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
Coupon Shows as "Used"
Problem: Customer insists they haven't used the coupon yet
Solutions:
Check transaction history in customer profile for redemption date
Verify they're looking at the correct coupon (not an old one)
Confirm they didn't redeem it at a different location (multi-location businesses)
Contact administrator if transaction appears erroneous
Coupon Shows as "Expired"
Problem: Customer says the coupon should still be valid
Solutions:
Check expiration date in coupon settings in admin panel
Verify customer is within the valid date range
Consider honoring as one-time courtesy if close to expiration
Contact administrator to adjust expiration if error occurred
Linked Card Doesn't Appear After Redemption
Problem: Coupon redeemed but loyalty card doesn't show in wallet
Solutions:
Ask customer to pull down to refresh their wallet
Wait 15-30 seconds for sync (especially on slower connections)
Verify coupon is configured to link to a loyalty card in settings
Check that loyalty card program is active in admin panel
Customer may need to close and reopen wallet app
Cannot Find Customer 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 coupon
Confirm you're searching the correct coupon program
Wrong Purchase Amount Entered
Problem: Accidentally entered incorrect value
Solutions:
Cannot edit completed transactions in Scanner App
Purchase amount is for tracking only and doesn't affect the redemption
Contact administrator if data correction is critical for reporting
Add corrected information in next transaction comment
FAQ
Q: Can a customer use the same coupon more than once?
A: Most coupons are single-use only. Once redeemed, the status changes to "Used" and cannot be redeemed again. The coupon configuration in your admin panel determines whether it's single-use or multi-use.
Q: What if I accidentally redeem a coupon?
A: You cannot undo a redemption in the Scanner App. Contact your administrator to reverse the transaction in the customer profile dashboard if it was processed in error.
Q: Do I need to record the purchase amount?
A: It's optional but recommended. Recording purchase amounts helps track ROI on coupon campaigns and customer spending patterns. For high-volume or simple offers, you can leave it at 0 to speed up processing.
Q: What happens to customers who don't want the loyalty card after coupon redemption?
A: If the coupon is linked to a loyalty card, the conversion is automatic. Customers can choose to delete the loyalty card from their wallet if they don't want it, but they cannot keep the coupon after redemption.
Q: Can customers search for coupons without 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 verifying status and processing redemptions.
Q: How do I know if a coupon is linked to a loyalty card?
A: Check your coupon settings in the admin panel. Linked coupons will show configuration details indicating which loyalty card program they convert to. You can also add this information to staff training materials.
Q: Can I process coupon redemptions for customers who haven't visited yet?
A: Yes, as long as the customer has installed the coupon. Use manual search to find them by phone or email, then process the redemption normally.
Q: What if a customer has multiple coupons?
A: Each coupon must be scanned and redeemed separately. Process them one at a time, especially if linked to loyalty cards, to ensure proper tracking and conversion.
Q: Do expired coupons ever become active again?
A: No, once a coupon expires, it cannot be reactivated through the Scanner App. An administrator would need to create a new coupon or extend the expiration date in the admin panel.
Q: Can I see who installed a coupon but never used it?
A: Yes, this information is available in your admin panel customer profiles and analytics. You can track coupon installation dates versus redemption dates to identify non-redeemers and target them with reminders.
Q: How long does it take for linked loyalty cards to appear?
A: Typically 10-30 seconds. The conversion is automatic after successful redemption. If it takes longer, the customer should try refreshing their wallet or checking their internet connection.
Q: Can coupons be redeemed online or only in-store?
A: The Scanner App is for in-store redemptions. Online redemptions would require different integration depending on your e-commerce platform. Check with your administrator about online coupon processing options.