Customer Care

How to manage a customer’s points

Record a sale the till missed, give or take back points, handle a refund and undo a mistake, all from the customer's page.

Quick overview

Dashboard → Customers → the customer. The Points card records sales and adjustments, Rewards redeems, and Points history shows every change and undoes the latest sale.

Owners and managers can do everything here. Day to day, points are added at the till in Scanaroo; the dashboard is for the exceptions.

On the customer's page

Step 1: Find the customer

Open Customers. On a points card the list shows each customer's Points and Tier · spend, and the summary above it adds up the points held and total spend
Search by name, email or phone, then click View

The Customers list for a points card: Points held 2,100 and Total spend $3,000 in the summary, and Points and Tier · spend columns, e.g. 900 points, Shore · $400 — Points and tier at a glance

Step 2: Read the Points card

Balance is what they can spend now. Tier and Total spend go together: the tier comes from the spend
Under them: how far the next tier is, and what they earn per $1 now, e.g. $100.00 more to reach Reef. Earning 2 points per $1 now.

Step 3: Record a sale

For a customer who forgot their phone, or a sale the till missed. With Record a sale selected, type the Eligible amount: only what earns points, as at the till
The button shows the points, e.g. Add 300 points. Click it, and the balance updates straight away: 300 points for $150.00. Balance 1,200.
It earns at the customer's tier and counts towards the next one, exactly like a sale on the till, and the card's largest-sale limit applies here too

The Points card on a customer's page: Balance 900, Tier Shore, Total spend $400.00, Points earned all time 900, Rewards redeemed 0, $100.00 more to reach Reef, and Record a sale with $150.00 entered and an Add 300 points button — Customers → the customer → Points

Step 4: Redeem a reward

The Rewards card lists every reward with its cost. Redeem is only available on the ones this customer can have now; the others say how many points to go, or which tier they need
Click Redeem, check the points and what they'll have left, and confirm. Then give the reward on your till as usual

The Rewards card: Deep sea cap 300 points for Deep and above with Redeem greyed out, and $5 off at 500 points and Tackle box at 800 points, both with Redeem available — Redeem is greyed out until the customer can have it

The Redeem Tackle box? confirmation: This takes 800 points, leaving 100. Give the customer the reward on your till as usual. — Each reward has its own confirmation

Step 5: Adjust points, or record a refund

Click Adjust points. Enter Points to add, or a negative number to take away. A balance never goes below 0: take more than they have and it stops at 0
For a refund, also enter the Refund amount. That takes the spend back, which can move the customer down a tier. Take back the points that purchase earned too
The Reason is required, and the customer sees it in their history in the portal, so write it for them: "Returned a rod", "Points from your paper card"
Click Save adjustment. Keeperoo confirms the new balance and tier, e.g. Points taken: 100. Balance 500, tier Shore.

Adjust points selected on the Points card: Points -100, Refund $150, Reason Returned a rod, and a Save adjustment button — A refund: points and spend taken back, with the reason the customer sees

Step 6: Undo a sale

In Points history, the card's most recent sale has an Undo button for 48 hours, whichever till or person added it
Click it, check what it takes back (the points, that sale's spend and any tier bonus it paid) and click Undo sale
The sale stays in the history, crossed out and marked Undone

Points history: 100 points earned from the dashboard on $50.00 with an Undo button, 100 points taken for Returned a rod with spend -$150.00, and 600 points added from the old paper card — Newest first, with who did it and why

The Undo this sale? confirmation: Takes back 100 points and $50.00 of spend, and any tier bonus it paid. Buttons: Keep it and Undo sale. — Undo sale, or Keep it

Which fix to use

Wrong amount, just now: undo the sale, then record it again with the right amount. On the till, its own Undo works for 30 seconds; from the dashboard, for 48 hours.
Only the latest sale can be undone. For an older one, or after 48 hours, use Adjust points instead.
Points already spent: once the customer has used a sale's points on a reward, the sale can't be undone. Adjust the balance instead.
Goods returned: an adjustment with a refund, so their tier reflects what they kept.
Moving customers from a paper card or another scheme: an adjustment adding their points, with a reason like "Points from your paper card".

Customer asks why their balance changed?

Read them the Points history: every sale, reward, adjustment and undo is there with its date, whether it came from a till or the dashboard, and the reason. They can see the same list, in their own words, in the customer portal.

The points dashboard

On a points card, your dashboard's Points panel shows, for the last 7, 30 or 90 days or the year:

Points held by customers, and what they are worth in rewards at your point value
Members with points, sales recorded, and customers earning
Points earned (and bonus points), redeemed, adjusted and expired
Customers per tier
Largest sales: worth a glance each week for anything that looks mistyped
Sales per till per day

The Points panel on the dashboard: Points held by customers 2,100 worth $21 in rewards, members with points, sales recorded, points earned, redeemed, adjusted and expired, a Customers per tier chart, Largest sales and Sales per till per day — Dashboard → Points