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Objective
This SOP explains how to locate a customer, access their wallet backend, review point history, adjust points securely, and optionally redeem rewards or coupons. It ensures point changes are verified and traceable when multiple employees have access.
Key Steps
1. Search for the customer contact 0:06
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Open the contact search area.
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Search for the customer by name, phone number, or other available contact details.
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Select the correct customer record from the search results.
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Confirm you are working in the right customer profile before making any changes.
2. Open the customer wallet backend 0:14
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Locate the blue text in the notes area.
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Tap the blue text to open the customer’s wallet backend.
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Use this area to manage the customer’s points and related wallet activity.
3. Review current points and point history 0:20
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Check the customer’s current point balance.
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Review the point history to see previous changes.
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Verify the account details before adjusting anything.
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Use this step to confirm whether a point change is actually needed.
4. Redeem rewards or coupons if applicable 0:26
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If rewards or coupons appear, review the available options.
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Tap Redeem to apply the selected reward or coupon.
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Confirm the redemption only when it is intended for the customer.
5. Start the point adjustment process 0:33
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Select the option to adjust points.
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Be aware that a verification step is required before the change can be completed.
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This process helps track who made the change when multiple employees use the system.
6. Verify your identity with phone number and code 0:46
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Enter your phone number when prompted.
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Wait for the text message verification code.
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Enter the code into the system.
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Tap Verifying Unlock to authorize the point adjustment.
7. Complete the point change and respond to reward prompt 1:04
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After verification, update the customer’s points to the correct amount.
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Review the prompt asking whether you want to give the customer a reward.
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Select Yes only if a reward should be sent automatically.
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Select No if no reward should be issued.
Cautionary Notes
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Only adjust points for valid business reasons.
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Always confirm you are in the correct customer account before making changes.
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The verification step is required to help track who changed points and prevent unauthorized giveaways.
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Do not select Yes on the reward prompt unless the customer is actually supposed to receive a reward.
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Keep your phone number and verification access secure.
Tips for Efficiency
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Search the customer by the most specific identifier available to avoid opening the wrong profile.
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Review point history before making changes to reduce errors.
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Complete verification promptly so the adjustment process is not delayed.
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Use the reward prompt carefully to avoid accidental automatic redemptions.
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If your team frequently adjusts points, make sure staff know the verification process before using the system.