Scanner App - Processing Reward Cards
Overview
The Scanner App allows you to process reward card transactions, including adding bonus points from purchases and redeeming rewards. This guide covers the complete workflow for reward card operations, helping customers earn points and claim their rewards seamlessly.
What you can do:
Scan customer cards or search by customer details
Add bonus points based on purchase amounts (automatic calculation)
Redeem available rewards from the reward catalog
Track point balances and reward eligibility in real-time
View transaction history and customer activity
Process both earning and redemption in a single visit
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 reward card program in your account
Important: Reward cards have two distinct operations: adding bonus points from purchases and redeeming rewards. Points accumulate based on spending rules you configure, and customers can redeem them for rewards from your catalog once they reach the required thresholds.
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 reward 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 phone or online orders
Checking point balance or reward eligibility before customer arrives
Adding Bonus Points
Once a customer card is loaded, follow this workflow to add points from purchases:
Adding Points Process
Step 1: Review the customer's current information displayed on screen
Check current bonus point balance
View available rewards (if any)
Note last transaction date
See points needed for next reward
Step 2: Enter the purchase amount
Use the Enter Purchase Amount field
Enter the total purchase value
The system automatically calculates bonus points based on your reward card rules
Step 3: Add an optional comment
Note relevant details (order number, special items, etc.)
Comments are internal only and not visible to customers
Helpful for tracking or later reference
Step 4: Tap the Add Points button
Points are calculated instantly using your configured rules
System applies any multipliers or special bonus conditions
Step 5: Tap Done to complete the transaction
Result: Bonus points are immediately added to the customer's balance and visible in their wallet.
Understanding Automatic Point Calculation
The Scanner App automatically calculates points based on your reward card configuration:
Common calculation methods:
Fixed ratio: Every $10 spent = 1 point
Percentage-based: 5% of purchase value = points (e.g., $100 = 5 points)
Tiered earning: Different rates at different spending levels
Bonus multipliers: Special periods with double or triple points
Example calculations:
Customer spends $50 with 1 point per $10 rule = 5 points added
Customer spends $100 with 5% conversion = 5 points added
Customer spends $75 during double-points promotion = 15 points (7.5 × 2)
The calculation is automatic—you only need to enter the purchase amount.
Redeeming Rewards
Allow customers to claim rewards when they've accumulated sufficient points:
Redemption Process
Step 1: After scanning the customer card, tap the Redeem tab
Step 2: Review available rewards
The screen displays all rewards the customer has enough points to claim
Unavailable rewards (insufficient points) may not appear or are grayed out
Each reward shows its point cost and description
Step 3: Select the reward to redeem
Tap on the specific reward the customer wants
Confirm this matches what the customer requested
Verify the point cost is acceptable to the customer
Step 4: Tap the Redeem Reward button
Step 5: Enter reward cost price if required
Some reward card settings require recording the monetary value of the reward
Enter the cost if prompted (e.g., $15 for a free item worth $15)
Can be left at 0 if not required by your settings
This helps track reward program costs and ROI
Step 6: Add optional comment
Note any special circumstances
Record details about what was given (e.g., "Redeemed for large latte")
Comments are internal only
Step 7: Confirm the transaction
Tap Done to complete
"Successful Transaction" popup appears
Result: Points are immediately deducted from the customer's balance, and the reward is marked as used in the system.
Understanding Reward Eligibility
Points required:
Each reward in your catalog has a specific point cost
Customers must have at least that many points to redeem
Scanner App only shows rewards the customer can afford
One-time vs. repeatable rewards:
Some rewards can be claimed multiple times (e.g., "Free coffee")
Others are one-time only (e.g., "Grand prize drawing entry")
Configuration is set in your reward card settings
Point deduction:
Points are subtracted when rewards are redeemed
Remaining balance is available for future redemptions
Transaction history shows both earning and spending
Combining Earning and Redemption
Customers often want to both redeem a reward and earn points in the same visit:
Recommended Order
Step 1: Process the redemption first
Redeem any rewards the customer wants to claim
This prevents confusion about available points
Step 2: Then add points from the current purchase
Enter the purchase amount for their current transaction
Points are added to their newly adjusted balance
Example workflow:
Customer arrives with 50 points
Redeems 30 points for a free item
Makes a $60 purchase that earns 6 new points
Customer leaves with 26 points (50 - 30 + 6)
Alternative approach (purchase first): Some businesses prefer adding points from the current purchase first, then redeeming. Choose the method that makes most sense for your workflow and train staff consistently.
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
Reward Card Information
Current bonus point balance - Total points available for redemption
Available rewards - Rewards the customer has enough points to claim
Card installation date - When customer activated their reward card
Last accrual date - Most recent points addition
Transaction history - Recent point earnings and redemptions
Points to next reward - How close they are to their next goal (if configured)
This information updates in real-time with every transaction, ensuring you always work with current data.
Best Practices
For Earning Points
Announce points earned: After processing, tell customers: "You just earned 8 points! You're now at 47 points total."
Highlight progress to rewards: "You're only 3 points away from a free item!"
Explain the earning rate: For new cardholders, briefly explain: "You earn 1 point for every $10 you spend."
Record all transactions: Even small purchases add up—always scan cards and add points to maintain engagement.
For Redeeming Rewards
Show what's available: Before they ask, mention: "You have enough points for a free coffee or appetizer today!"
Confirm selections: Always repeat back: "You'd like to redeem the free dessert for 20 points, correct?"
Explain point deduction: Let customers know: "This will use 25 of your 50 points, leaving you with 25."
Deliver the reward: Ensure the customer receives what they redeemed immediately or knows when to expect it.
For Customer Experience
Celebrate milestones: When customers reach reward thresholds, make it exciting: "Congratulations! You can now get a free entrée!"
Be proactive: If a customer is shopping and close to a reward, mention it: "If you add one more item, you'll earn enough points for a reward today!"
Handle expired points gracefully: If your program has expiration, warn customers in advance when checking out.
Encourage wallet checks: Remind customers: "Check your wallet to see all available rewards and your current point balance."
For Accurate Tracking
Use consistent comments: Develop standard notes for common scenarios (e.g., "Birthday bonus," "Promotion purchase," "First-time reward redemption")
Record reward costs accurately: When required, enter true monetary values to track program ROI and costs
Double-check high-value redemptions: For expensive rewards, verify the customer has sufficient points and understands the deduction
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
Points Not Calculating Correctly
Problem: Points don't match expected amount
Solutions:
Verify reward card calculation rules in admin panel settings
Check if special multipliers or promotions are active
Confirm purchase amount was entered correctly
Review transaction history to see if points were already added
No Rewards Available to Redeem
Problem: Customer says they should have rewards but none appear
Solutions:
Check customer's point balance is sufficient for lowest-cost reward
Verify rewards are active in your reward catalog settings
Confirm customer is looking at correct card (not old/expired card)
Wait 10-15 seconds and refresh if recently earned points
Cannot Redeem Reward
Problem: Redemption button is disabled or reward isn't selectable
Solutions:
Verify customer has sufficient points for that specific reward
Check if reward has usage limits (already claimed maximum times)
Confirm reward hasn't expired or been deactivated
Ensure reward is configured as active in admin panel
Points Don't Appear After Transaction
Problem: Customer says points weren't added
Solutions:
Ask customer to pull down to refresh their wallet
Wait 10-15 seconds for sync (especially on slower connections)
Verify transaction completed successfully (confirmation appeared)
Check transaction history in customer profile dashboard
Wrong Purchase Amount Entered
Problem: Accidentally entered incorrect value
Solutions:
Cannot edit completed transactions in Scanner App
Contact administrator to adjust transaction in customer profile dashboard
This will recalculate points based on corrected amount
Add comment in next transaction explaining the correction
FAQ
Q: What's the difference between bonus points and transaction amounts on reward cards?
A: Transaction amounts are the dollar values of purchases, which the Scanner App uses to calculate bonus points based on your reward rules. Bonus points are what customers accumulate and use to redeem rewards. They're related but separate values.
Q: Can I redeem rewards and earn points in the same transaction?
A: Yes, but process them separately. Best practice is to redeem first (if the customer wants to), then add points from the current purchase. This prevents confusion about point balances.
Q: How do customers know what rewards are available?
A: Customers can view the entire reward catalog in their wallet app, along with their current point balance. They can see which rewards they can afford and which they're working toward.
Q: Can I manually adjust a customer's point balance?
A: Point adjustments must be made through the customer profile dashboard in your admin panel by an administrator. The Scanner App is for processing standard transactions only.
Q: What happens if I process a redemption by mistake?
A: Contact your administrator immediately to reverse the transaction in the customer profile dashboard. They can credit the points back and mark the reward as unused.
Q: Do bonus points expire?
A: This depends on your reward card configuration. Some programs have point expiration, while others allow indefinite accumulation. Check your settings for expiration rules and communicate them to customers.
Q: Can customers combine points with other discounts or promotions?
A: This is a business policy decision. Your reward card settings and staff training should clarify whether point earning or redemption can be combined with sales, coupons, or other offers.
Q: How do I track the cost of our reward program?
A: Use the reward cost field when redeeming rewards. This data feeds into your analytics and helps calculate the monetary value of rewards given versus points earned, showing program ROI.
Q: Can the same reward be redeemed multiple times?
A: Yes, if configured as a repeatable reward. Rewards like "Free coffee" are typically repeatable, while one-time rewards like "Grand prize entry" can only be claimed once. Check your reward catalog settings.
Q: What if a customer earns enough points during their current purchase to redeem a reward?
A: Best practice: Complete the current transaction to add points first, then immediately process the redemption. This ensures accurate point tracking and gives customers immediate gratification.
Q: How do I handle refunds or returns?
A: Returns and refunds must be processed through the customer profile dashboard by an administrator. They can reverse point additions and adjust the customer's balance accordingly.
Q: Can customers see their transaction history?
A: Yes, customers can view their point earning and redemption history directly in their wallet app. This transparency builds trust in the program.