A customer can't find their points

Almost every "but I should have points" conversation at the counter comes down to one of five things. Work through them in this order on your Customers page. The first two take seconds and they explain most cases.

The five things to check, in order

1. They used a different email

Look for the email address in the list, not the name. People sign up at home with a personal address and then give you a work address at the counter, or spell it differently out loud.

Ask them which address they signed up with, not the one they usually give out, and look for that. If it is in your list, you have found them. If it is not there at all, they never finished joining: send them your join link and let them sign up properly.

2. They joined a different one of your programs

The customer list shows which program each row belongs to. If you run Coffee Rewards and Lunch Club, the same person can hold 340 points in one and nothing at all in the other. That is working as designed. Each program keeps its own balance, so check the program on the row before you conclude anything is missing.

3. Nobody gave them the points

This is the most common real cause. Points are awarded by hand from the Customers page today, so on a busy Saturday they get missed.

If the row is there, the email matches and the balance is lower than it should be, that is almost certainly what happened. Award the missing points to that member from the same page.

Your earn rate is 5 points per 1 spent. A customer spent 12 on Saturday and expects 60 points. Their row shows 0, so nobody awarded them. Add the 60 and carry on.

4. They are waiting on a redemption

When a customer taps a reward on their card, it becomes a pending redemption. The points are not deducted, and the reward is not theirs, until one of your staff confirms it on the Customers page.

So "I already claimed it" and a balance that has not moved can both be true at the same time. Find the pending redemption on that page and confirm it. The points come off then, not before.

5. It was not your program

One account holds cards from several businesses, and your customer carries paper punch cards from everywhere else. Ask them to open the card they think is yours and check which business it belongs to. More often than you would expect, the stamps they are describing belong to the place two doors down.

When none of that explains it

Ask us. Every point ever issued, spent or corrected is a permanent line in a ledger. Nothing is overwritten and nothing is quietly deleted, so we can trace exactly what happened to that customer's balance and when.

Use the Email support button at the bottom of this page. Tell us the customer's email address, which program they are in, what they expected, and roughly when they visited.

Next: issuing points at the counter covers the habit that prevents most of these conversations.