A customer says their stamp is missing

Check your activity feed for that customer and time. If nothing was recorded, the scan did not complete and it is your call whether to add it. A site admin can add it from Customer Care in your admin, even after the customer has left.

Your activity feed is the fastest way to settle this.

Refresh first

A customer’s count comes from the server. A phone that has been showing the same page since before the scan shows the old number.

Then check your own records

Your same-day activity feed shows what staff actually did. If the action is not there, it did not complete.

The decision is yours

You record stamps, so adding one for a visit that was not scanned is a judgement call about your own programme.

Putting it right

A site admin can add the stamp from Customer Care in your admin. The customer does not need to be there. Find them by scanning their code, typing their member ID, or picking them from your recent customers. They get the stamp straight away, along with a notification.

Taking one off

If a stamp was added by mistake, remove it in the same place. You are asked for a short reason. Only your team sees it, and the customer is told that a stamp was removed.

Common questions

Their app might just be stale.

Ask them to refresh first. A screen that has not reloaded since before the scan shows the old count.

Does the customer need to be there?

No. In Customer Care you can find them by scanning their code, typing their member ID, which starts with FDL, or picking them from your recent customers.

A stamp was added twice. Can I take one off?

Yes. Remove it in Customer Care. You are asked for a short reason, which only your team sees. The customer gets a notification that a stamp was removed.

Who can do this?

Site admins only. Staff keep scanning at the counter as normal.

Should they contact Fidella?

Only if your records show the action completed and it still is not on their account. Otherwise it is a decision for you.