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How to Manually Redeem or Void a Coupon in Lead Connector
Objective
This SOP explains how to locate a contact in Lead Connector, access their loyalty points, and either redeem or void a coupon. The goal is to ensure team members can accurately update customer rewards without affecting the wrong record.
Key Steps
1. Search for the Customer Contact 0:02
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Open Lead Connector.
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Use the search bar to find the customer by name.
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Confirm you have selected the correct contact before making any changes.
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Verify the contact details shown on the profile, such as:
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Name
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Phone number
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Email address
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2. Open the Notes Section to Access Points 0:24
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From the customer’s contact record, go to the Notes section.
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Look for the note titled "tap here to see and adjust points".
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This note contains the link needed to manage the customer’s loyalty points.
3. Tap the Blue Link to View Loyalty Card Details 0:35
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Tap directly on the blue text in the note.
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Do not tap outside the blue text, or you may accidentally edit the note instead of opening the points page.
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After tapping the link, the customer’s loyalty card page will open.
4. Review the Customer’s Loyalty Reward Status 0:44
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On the loyalty card page, review the customer’s visit count and reward status.
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Confirm the customer has earned a reward before taking action.
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Example: if the customer has completed 10 visits, they may have a redeemable loyalty reward.
5. Redeem or Void the Coupon 0:53
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Select the loyalty reward to open the available actions.
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Choose one of the following based on the customer’s situation:
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Redeem: Use this when the coupon has been applied and the customer is good to go.
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Void: Use this when the coupon should be removed from the customer’s account.
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Select the correct option carefully to avoid updating the reward incorrectly.
6. Confirm the Action Was Completed 1:19
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If you choose Redeem, the system will record a timestamp showing when the reward was redeemed.
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After redemption, the customer’s points will reset to zero.
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The customer can then begin earning points again from the start.
Cautionary Notes
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Always verify the correct contact before making any changes.
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Tap only the blue text in the note; tapping elsewhere may edit the note instead of opening the points page.
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Use Redeem only when the coupon has been successfully applied.
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Use Void only when the coupon needs to be removed from the customer’s account.
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Double-check the customer’s reward status before resetting points.
Tips for Efficiency
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Search by the customer’s full name to locate the correct contact faster.
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Confirm the contact’s phone number or email if multiple results appear.
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Keep the loyalty card page open while verifying the reward to reduce navigation time.
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Use the timestamp record as a quick audit trail for completed redemptions.