Overview

When a customer presents a coupon card, you use the Scanner app to redeem it. The coupon is a one-time card — once redeemed, the customer receives their reward (e.g., a free coffee or a discount on their first visit). If the coupon is linked to a primary loyalty card, it automatically converts into that card on the customer's phone after redemption.

Finding the customer

Option 1: Scan the card

Open the Scanner app and tap Scan.
Grant camera access if prompted.
Point your camera at the customer's QR code or barcode.

Option 2: Search for the customer

Tap Search Customers on the home screen.
Search by name, phone number, email, or card serial number.
Select the correct customer and card from the results.

After scanning or finding the customer, their coupon card is displayed with the coupon status shown as Active (meaning the card is valid and ready to be redeemed).

Redeeming a coupon

Tap Use Coupon.
A confirmation popup appears. You can enter the purchase amount or leave it at 0, and optionally add an internal comment (the customer will not see this).
Tap Use to confirm.
The Successful Transaction screen appears. Tap Done.

The coupon is now redeemed. If the coupon is linked to a primary loyalty card (e.g., a stamp card), the customer's card automatically converts into that loyalty card on their phone. If you scan the card again, you'll see the new card type — for example, a stamp card with zero active stamps, ready for the customer to start collecting.

Troubleshooting card conversion

Sometimes after coupon redemption, the customer's wallet doesn't refresh immediately — even though the system has already updated the card. If the Scanner app shows the new card type (e.g., a stamp card), the conversion worked correctly. The issue is only with the wallet display.

How to force a refresh in Apple Wallet

Option 1 — Manual refresh

Open the card in Apple Wallet.
Tap the three dots in the top-right corner to view the back of the card.
Swipe down on the back of the card.
A loading indicator appears — the card is updating.

Option 2 — Toggle automatic updates

Open the back of the card.
Turn Automatic Updates off.
Turn it on again.

This forces the card to refresh and apply the updated card type.

Note: If the card still doesn't update after these steps, contact support with a screenshot so the team can investigate.

Viewing customer information

Below the transaction buttons, the scanner displays the customer's current card information, including:

Customer details (name, phone, email — as provided during card installation)
Coupon status (active or redeemed)
Card installation date
Last accrual date

The exact fields displayed may vary depending on the card type.

FAQs

What happens after a coupon is redeemed?

The coupon is marked as used. If it's linked to a primary loyalty card (e.g., a stamp card), the customer's card automatically converts on their phone. They can then start collecting stamps or earning points with the new card.

The customer's card didn't change after redemption — what should I do?

Check the Scanner app first. If it already shows the new card type, the conversion worked correctly — the issue is just the wallet display. Ask the customer to refresh their card in Apple Wallet (swipe down on the back of the card) or toggle Automatic Updates off and on again.