Help Center▶️ Tap here to watch step by step video
SOP: Change a Coupon Redemption Method
Objective
This SOP explains how to update a coupon’s redemption method in Customer Journey and how to verify the customer’s redemption flow. It helps staff choose between staff-assisted QR/pin redemption and self-redemption, then confirm the coupon is redeemed correctly.
Key Steps
1. Open Customer Journey and locate the coupon 0:15
-
Go to Customer Journey.
-
Scroll to the coupon you want to update.
-
Note that all coupons, including referrals, have a redemption method.
-
Identify the specific coupon type you need to edit, most commonly a milestone coupon.
2. Open the coupon configuration 0:29
-
Find the coupon and click Configure.
-
Review the current redemption style.
-
In the example, the coupon is set to Pin Mode.
3. Understand staff-assisted redemption 0:39
-
In Pin Mode, the customer presents a QR code.
-
Staff scans the QR code.
-
Staff then enters the PIN code tied to the account to complete redemption.
-
Use this method when redemption requires staff verification.
4. Test the current redemption flow 0:53
-
Open the customer wallet or test account.
-
Select Show Code.
-
Confirm the system displays a QR code when staff-assisted redemption is enabled.
-
Scan the QR code and enter the associated PIN to redeem the coupon.
5. Change the redemption method to self-redemption 1:37
-
Return to the coupon configuration screen.
-
Change the redemption method from Staff Pin to Self Redeem.
-
Click Save to apply the update.
-
Refresh the page if needed so the updated coupon settings load correctly.
6. Verify the self-redemption flow 1:58
-
Select Show Code again after saving the change.
-
Confirm the customer now sees a Redeem Now option instead of a QR code.
-
Have the customer tap Redeem Now.
-
The system will prompt the customer to confirm the redemption.
7. Confirm redemption details before honoring the coupon 2:16
-
Ask the customer to present the date and time for the coupon redemption.
-
Verify the date and time match the coupon record.
-
If the date and time do not match, do not honor the redemption.
-
Complete the redemption only when the details are valid.
Cautionary Notes
-
Do not honor a redemption if the customer’s date and time do not match the coupon record.
-
Make sure you are editing the correct coupon before saving changes.
-
After changing the redemption method, refresh the page if the new behavior does not appear immediately.
-
Be aware that staff-assisted redemption and self-redemption behave differently, so confirm the intended method before proceeding.
Tips for Efficiency
-
Use a test wallet/account to verify changes before applying them in live use.
-
Remember that Show Code behaves differently depending on the redemption method, so it is a quick way to confirm the setting.
-
Keep the coupon type and redemption method documented so staff know which process to follow.
-
If you frequently switch methods, verify the setting after every save to avoid redemption errors.