Stamps and rewards
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 only you can decide whether to add it. Fidella cannot add a stamp on your behalf.
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.
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.
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.
Related terms
- ScanA staff member identifying a customer, opening a bounded session of actions.
- TransactionA recorded loyalty event at a venue: a stamp earned, a reward redeemed.
- StampOne step towards a reward, earned by buying something the business has chosen.
- StaffA team member who can scan customers and perform counter actions.
Still stuck?
Send us the details and we will pick it up. The form opens with "Stamps and rewards" already selected.