Before you start
- Know whether the issue affects one customer or everyone.
- Check whether the staff member is logged into the correct business and branch.
- Ask what the customer expected to happen.
Steps
1
Customer cannot be found
Check spelling, phone number format, and whether the customer used a different number when joining.
Most lookup issues are duplicate or changed phone numbers.
2
Stamp did not appear
Refresh the customer profile and check whether the transaction was awarded to another customer or branch.
Do not issue extra stamps until you know what happened.
3
Reward is not available
Confirm the customer has enough stamps, the rule is active, and the reward has not expired or already been redeemed.
Availability is controlled by the reward rule.
4
Staff cannot log in
Ask the owner or manager to check the staff account, role, and whether the staff member is using the correct email or phone number.
Staff should never use the owner login as a workaround.
Success check
- The issue is identified as customer, staff, reward, or branch related.
- The customer receives a clear explanation.
- Support has enough detail if Crown needs to investigate.
Common mistakes
- Issuing manual rewards before checking history.
- Creating duplicate customers too quickly.
- Sharing owner passwords with staff.