Overview
Some customers may not see the option to leave feedback or write a review in their Perkstar wallet app. This is by design - the feedback feature only becomes available after a customer has completed their first verified visit to your business. This guide explains how the feedback system works, why signup stamps don't trigger feedback requests, and how to enable feedback manually when needed.
What you'll learn:
Why feedback options don't appear immediately after signup
How the system determines when a customer has "visited"
Why auto stamps during signup don't count as visits
How to register a customer's first visit properly
How to manually enable feedback for specific customers
Best practices for encouraging customer reviews
Before You Begin
Key Information:
Customers must complete at least one verified visit before they can leave feedback
Signup stamps (given automatically during card installation) don't count as visits
Staff must scan a customer's card to register a verified visit
This prevents feedback requests to customers who haven't actually visited your business
Info: The feedback system requires at least one verified visit to ensure customers only leave reviews after experiencing your business. This helps maintain authentic, meaningful reviews.
How Feedback Requests Work
Visit-Based Feedback System
Perkstar's feedback system is designed to collect authentic reviews from customers who have genuinely visited your business:
The Basic Rule:
Customers can only leave feedback after completing their first verified visit.
Why This Matters:
Ensures all reviews come from actual customers
Prevents fake or uninformed reviews
Maintains the authenticity of your feedback
Creates meaningful customer insights
When Feedback Appears:
After the first staff-scanned transaction
When a customer receives their first stamp from staff
After you manually enable feedback for a customer
Not immediately after card installation
Note: This system protects your business reputation by ensuring every review comes from someone who has actually experienced your products or services.
Why Auto Stamps Don't Trigger Feedback
Understanding Signup Stamps vs. Visit Stamps
Many businesses configure their loyalty cards to give customers an automatic welcome stamp when they sign up. While this is great for encouraging signups, these auto stamps don't count as verified visits.
Auto Stamps During Signup:
Given automatically when customer installs the card
Occur without staff interaction
Don't require the customer to be physically present
Do not trigger the feedback option
Staff-Scanned Stamps:
Given when staff scan the customer's card in-store
Require customer to be physically present
Verify the customer actually visited
Do trigger the feedback option after the first scan
Why This Distinction Exists
The Problem:
Customers can install loyalty cards from anywhere - social media, email campaigns, friend referrals, or your website. They might install the card but never visit your business.
The Solution:
The system only enables feedback after staff scan the card in person, confirming the customer actually visited your location.
Example Scenario:
Customer sees your loyalty card link on Instagram
They install the card and receive an auto welcome stamp
They don't visit your business yet
Feedback option remains hidden
Later, they visit your store and staff scan their card
Feedback option now appears in their wallet
Warning: Auto stamps are great for incentivizing signups, but only staff-scanned transactions register as verified visits that unlock the feedback feature.
How Visits Are Registered
Scanning Process
For the system to register a customer visit and enable feedback:
Step 1: Customer presents their card at your business
Step 2: Staff scan the card using the Scanner App
Step 3: Staff process a transaction (add stamp, points, process purchase, etc.)
Step 4: System records this as a verified visit
Step 5: Feedback option appears in customer's wallet
Valid Actions That Register Visits
Any of these staff-initiated actions register as a verified visit:
Adding a stamp via Scanner App
Adding points to a reward card
Processing a cashback transaction
Redeeming a reward or coupon
Recording a membership visit
Processing a discount card purchase
Actions That Don't Register Visits
These actions do not register as verified visits:
Auto stamps during card installation
Promotional stamps sent via campaigns
Bonus points added automatically by the system
Referral bonuses
Birthday rewards
Any automated accrual
Tip: The key difference is staff involvement. If a team member scans the card and processes the transaction, it counts as a visit. If the system does it automatically, it doesn't.
Enabling Feedback Manually
If a customer has visited but feedback still isn't showing, you can enable it manually.
Manual Feedback Activation
Step 1: Log in to your Perkstar admin panel
Step 2: Navigate to Customers in the left-hand menu
Step 3: Find the specific customer
Use the search function to locate them by name, phone, or email
Step 4: Click on the customer's name to open their profile
Step 5: Locate the total visit settings section
Step 6: Manually mark the customer as "visited" by +1
Step 7: Save the changes
Result: The feedback option now appears in the customer's wallet app.
When to Use Manual Activation
Appropriate situations:
Customer visited but card wasn't scanned due to technical issue
Customer visited before you had the Scanner App set up
Long-time customer from before you started using Perkstar
Customer made a phone or online order (verified purchase)
You want to specifically request feedback from VIP customers
Avoid using for:
Customers who haven't actually visited
Friends or family who haven't patronized your business
Customers who only signed up but never came in
Bulk enabling feedback for all customers without verifying visits
Warning: Only enable feedback manually for customers who have genuinely experienced your business. Requesting reviews from non-customers can lead to uninformed feedback and damage your review authenticity.
Best Practices
For Encouraging Authentic Feedback
Scan every transaction: Train staff to always scan customer cards, even for small purchases. This ensures the system recognizes visits and enables feedback.
Explain the process to customers: When customers sign up, let them know they'll be able to leave feedback after their first visit.
Don't rush feedback requests: Allow customers to visit once or twice before actively encouraging reviews. This gives them enough experience to provide meaningful feedback.
Use manual activation sparingly: Only enable feedback manually for customers with verified visits that weren't properly recorded.
For Staff Training
Emphasize scanning importance: Make sure staff understand that scanning cards serves multiple purposes, including enabling the feedback system.
Consistent scanning habits: Encourage staff to scan cards at every transaction, not just when adding stamps or points.
Handle signup stamps correctly: If customers sign up in-store and receive an auto welcome stamp, still scan their card for the first transaction to register the visit.
Know when to scan manually: Train staff to process cards through the Scanner App rather than having customers install cards themselves while in-store.
For Customer Experience
Set expectations during signup: Include information in your signup materials that feedback options appear after the first visit.
Thank customers after first visit: When scanning a card for the first time, mention: "Thanks for visiting! You'll now be able to share your feedback in your wallet app."
Time feedback requests appropriately: Don't immediately ask for reviews. Let customers visit a few times so they can provide informed feedback.
Respond to feedback received: When customers do leave reviews, respond to show you value their input.
Troubleshooting
Customer Says They Visited But Can't Leave Feedback
Problem: Customer claims they visited but feedback option still doesn't appear
Solutions:
Verify their card was actually scanned by staff during the visit
Check if they only signed up in-store but card wasn't scanned for a transaction
Confirm they received a staff-scanned stamp or points (not just the auto signup stamp)
Ask when they visited and check transaction history to confirm
Feedback Appeared But Customer Never Visited
Problem: Feedback option appeared for someone who hasn't actually come to your business
Solutions:
Check if staff accidentally scanned their card during setup or testing
Verify if the customer made a remote order (phone/online) that was processed
Review transaction history to see what triggered the visit registration
This is rare - the system is designed to prevent this issue
Customer Received Auto Stamp But No Feedback Option
Problem: Customer signed up, got welcome stamp, but can't leave feedback
Solutions:
This is normal behavior - auto stamps don't register as visits
Explain to customer that feedback becomes available after their first in-store visit
Have staff scan their card next time they visit
If they visited but card wasn't scanned, manually enable visit in their profile
Feedback Option Disappeared After Appearing
Problem: Customer could leave feedback but option is now gone
Solutions:
Check if customer already submitted feedback (option may hide after submission)
Verify their card is still active and not deactivated
Confirm they're looking at the correct card if they have multiple
Check feedback settings in your admin panel
Staff Scanned Card But Feedback Still Not Showing
Problem: Card was scanned but feedback option still doesn't appear
Solutions:
Wait 5-10 minutes for the system to update
Have customer refresh their wallet app (pull down to refresh)
Verify the transaction completed successfully in Scanner App
Check if customer is viewing the correct card
Manually enable visit if issue persists
Want to Bulk Enable Feedback for Existing Customers
Problem: Migrating to Perkstar with existing loyal customers who haven't been scanned yet
Solutions:
Contact support about bulk visit registration for verified customers
Consider manually enabling +1 visit for your top customers first
Naturally, feedback will enable as existing customers visit and get scanned
Don't bulk enable without verifying customers actually visited
Frequently Asked Questions
Why can't my customers leave feedback immediately after signing up?
The feedback system requires at least one verified visit to ensure authentic reviews from actual customers. Auto stamps during signup don't count as visits because customers can install cards from anywhere without visiting your business.
What's the difference between an auto stamp and a staff-scanned stamp?
Auto stamps are given automatically by the system during signup or promotions and don't require customer presence. Staff-scanned stamps are processed through the Scanner App when staff manually scan a customer's card, verifying they're actually at your business.
Can customers leave multiple reviews?
This depends on your feedback settings. Some businesses allow multiple reviews over time, while others limit it to one review per customer. Check your feedback configuration in the admin panel.
How quickly does the feedback option appear after the first visit?
Usually within a few minutes of the staff-scanned transaction. If it doesn't appear immediately, have the customer refresh their wallet app.
Can I disable the visit requirement for feedback?
The visit requirement is a core feature designed to maintain review authenticity. If you need to collect feedback differently, contact support to discuss your specific use case.
What if a customer made a phone order - does that count as a visit?
If you process their card through the Scanner App for the phone order, it will register as a visit and enable feedback. Alternatively, you can manually enable a visit in their profile since they're a verified customer.
Do online orders trigger the feedback option?
Only if you process their loyalty card through the Scanner App when fulfilling the order. Otherwise, you can manually enable feedback for verified online customers.
Can customers leave feedback without having a loyalty card?
No, the feedback system is integrated with the loyalty program. Customers need to have a card and complete a visit for the feedback option to appear.
What happens if staff accidentally scan a card during testing?
It will register as a visit and enable feedback. If the customer hasn't actually visited, you can explain this to them or disable their feedback capability until they genuinely visit.
How do I encourage more customers to leave feedback?
Ensure staff scan every card, set up automated follow-up notifications after visits, train staff to mention the feedback feature, and respond to feedback to show you value customer input.
Can I request feedback from customers who signed up years ago?
If they've visited and had their cards scanned, they can leave feedback. If they signed up years ago but cards were never scanned, either scan them on their next visit or manually enable feedback if you can verify past visits.
Will customers see a notification to leave feedback?
This depends on your notification settings. You can configure automated push notifications that remind customers to leave feedback after visits. Check your communication settings in the admin panel.
Why do some customers have the feedback option and others don't?
Customers who have had their cards scanned by staff have the option. Those who only signed up but haven't visited yet don't. This is working as intended to maintain authentic reviews.
Can I manually give someone a stamp and have it count as a visit?
Yes, if you manually add a stamp to a customer's card through the admin panel or Scanner App, it will register as a verified visit and enable feedback.
What if we don't use stamps - we use points or cashback?
The visit registration works with all card types. Any staff-initiated transaction (points, cashback, discounts, etc.) through the Scanner App counts as a verified visit.