Resolve a Checkout Conflict by Granting Bonus Points or Stamps
No matter why a conflict happens at the checkout, if the customer is right and you want to resolve the situation calmly and quickly, one of the most effective ways is to compensate the customer with bonus points or stamps for their next visit.
This approach helps de-escalate the situation instantly and preserves customer loyalty.
This approach helps de-escalate the situation instantly and preserves customer loyalty.
Step 1. Find the customer in CRM
Go to CRM and find the customer you want to compensate.
In the Card number column, locate the customer’s card number (for example, 209497).
Click the three dots next to the card number to open the card actions menu.
In the Card number column, locate the customer’s card number (for example, 209497).
Click the three dots next to the card number to open the card actions menu.
Option 1: Grant bonus points
- Select Changing the balance
- Choose Deposit points
- Enter the number of bonus points (for example, 100)
- Click Confirm
Option 2: Grant stamps
- Select Changing stamps
- Click the plus (+) icon to add one stamp
- Click Confirm
The customer will immediately receive a push notification about the balance change.
The bonus points or stamps will instantly appear on their loyalty card
The bonus points or stamps will instantly appear on their loyalty card
Important security note
As you can see, points and stamps can be granted very easily to any customer in your database.
Be careful when granting access to your Fenlora account. Access should only be given to:
Access control is your personal responsibility.
Be careful when granting access to your Fenlora account. Access should only be given to:
- you (the business owner), or
- your trusted marketer or manager.
Access control is your personal responsibility.