Staff Scanner Guide

Everything your team needs to know.

This guide explains what to scan, what the scanner may ask you to do, and how to handle the most common outcomes.

You can share this page with your team before they start.

Quick Start

  1. Ask the customer to open their loyalty card
  2. Open the GoLoyal Staff Scanner.
  3. Scan the customer’s own Customer QR.
  4. Follow the result shown on screen.

Most scans add a stamp or points straight away. For Milestone Rewards cards, the scanner may ask you to enter the order spend before points can be added.

What staff need

To use the GoLoyal Staff Scanner, you need:

  • a GoLoyal staff account with scanner access enabled by your employer;
  • a modern smartphone with a browser and camera;
  • a customer’s own Customer QR on screen in front of you.

You do not need to search for the customer or enter their details. The customer opens their card, then you scan their personal QR.

Know the difference between the two QR codes

GoLoyal uses two different QR codes. They look similar but they do completely different things, and you should only ever scan one of them.

Get this right and most problems disappear before they start.

Marketing QR

This is the business’s public join code. New customers scan it with their own phone to view an offer and get a loyalty card.

You’ll see it on:

  • posters;
  • counters;
  • menus;
  • receipts;
  • social posts or marketing materials.

Staff note: Do not scan this QR for any loyalty action. It is not used to add stamps, add points, confirm a main reward or claim a Milestone Reward.

Customer QR

This is the personal QR on the customer’s own loyalty card. It is unique to that customer.

The customer may show it from:

  • Apple Wallet or Google Wallet;
  • their live loyalty-card page in a browser.

Staff note: This is the QR you scan for loyalty actions.

How to stamp a card

The flow is simple and becomes familiar quickly.

Step-by-step

  1. Ask the customer to open their loyalty card

They can open it in Apple Wallet, Google Wallet or on their live loyalty-card page.

  1. Check they are showing the Customer QR

The QR must be on the customer’s own card, not the public Business/Marketing QR from a poster, menu or counter display.

  1. Open the GoLoyal Staff Scanner

Go to: https://dashboard.goloyal.co.uk/staff-scanner/

  • Log in to your staff account;
  • Tap Start Scanner;
  • Allow camera access when prompted
  1. Scan the Customer QR

Point your phone camera at the QR on the customer’s screen and hold the phone steady.

  1. Follow the result on screen

The scanner will show the next action. Depending on the card, it may:

  • add a stamp;
  • add points;
  • ask you to enter order spend before adding points;
  • show a main reward is ready to be confirmed;
  • show a Milestone Reward is Available, Locked or Claimed; or
  • explain why the card cannot be processed.

What happens after a normal scan

Stamp cards

For an active stamp card, a successful scan adds one stamp towards the customer’s target.

Points cards

For a normal points card, a successful scan adds the programme’s configured points amount towards the customer’s target.

Milestone Rewards points cards

For a points card with Milestone Rewards enabled, the scanner may open an Enter Order Spend screen. Follow the Milestone Rewards steps below.

What card states mean

Not every scan produces the same result. The result depends on where the customer is in their loyalty journey.

Active – collecting stamps or points

This is the normal day-to-day result.

A stamp or points have been added and the customer is still working towards their next reward. Let them know the scan worked.

Reward confirmed immediately

Continuous Always-On Discount and First-Visit Offer cards can confirm the reward on the final qualifying scan.

There is no separate Reward Ready step for these offer types.

The scanner confirms the card outcome. Your business then fulfils the discount or reward through its normal venue process and in line with the programme terms.

Reward Ready

Traditional Loyalty Programmes normally move to Reward Ready when the customer reaches the main target.

When the customer returns to claim the main reward, scan their Customer QR through the normal Staff Scanner flow. The scan confirms the main reward.

Do not add further stamps or points to a Reward Ready card.

Redeemed – programme complete

This card has completed its current reward cycle. No further loyalty action can be added to this card.

Traditional Loyalty and Continuous Always-On Discount programmes can start a fresh card cycle by scanning the public Business/Marketing QR again. First-Visit Offers are one-time welcome offers and do not restart.

Expired, void, blocked or suspended

The card cannot be processed.

Do not attempt a workaround or repeat the scan until it works. Explain that the current card cannot be used and ask a manager for help where needed.

Milestone Rewards: Enter Order Spend, Add Points and Claim Reward

Milestone Rewards are available on some points-based loyalty cards.

They let a customer unlock smaller rewards at set points thresholds while they continue collecting points towards the main reward.

For example:

  • 50 points: free drink;
  • 100 points: 25% off;
  • 500 points: main programme reward.

There is no separate Milestone Rewards QR. Staff always scan the customer’s normal Customer QR.

Step 1. Scan the Customer QR

Open the Staff Scanner and scan the customer’s own Customer QR as normal.

Where the card uses Milestone Rewards, the scanner can show an Enter Order Spend panel.

Step 2. Enter Order Spend

Enter the qualifying order spend shown on the customer’s transaction.

Check the amount before continuing. The scanner accepts a positive monetary amount with up to two decimal places.

Step 3. Select Add Points

Tap Add Points.

The scanner calculates the points using the business’s configured spend-to-points rate, then adds the earned points to the customer’s card.

If the spend is too low to earn a point at the configured rate, check the amount and ask a manager for guidance where needed.

Step 4. Check Milestone Reward status

After points are added, the scanner can show the customer’s Milestone Rewards.

Locked

The customer has not yet reached the points threshold for that milestone.

Available

The customer has reached the required points and the milestone reward has not yet been claimed.

Claimed

The milestone reward has already been claimed.

You can use View Rewards before adding points when you need to check the customer’s current milestone status.

Claim an Available Milestone Reward

Milestone Rewards are not claimed automatically.

When the reward is Available and your business is ready to fulfil it:

  1. Confirm the reward with the customer.
  2. Select Claim reward in the scanner.
  3. Provide the reward through your normal business process.

Important

  • Claim reward is a manual staff action.
  • A milestone can only be claimed once.
  • Claiming a milestone does not deduct the customer’s points.
  • Claiming a milestone does not reset or reduce progress towards the main reward.
  • More than one Milestone Reward can be Available at the same time.
  • There is no normal staff reversal process for a completed milestone claim.

Only select Claim reward when you are ready to provide that reward.

Main reward and Milestone Reward differences

A Milestone Reward is separate from the main reward.

A customer can have an Available Milestone Reward while still collecting towards the main reward. An unclaimed milestone does not stop the main reward from becoming ready.

On a Reward Ready points card:

  • a normal scan confirms the main reward;
  • selecting Claim reward for an Available milestone claims that milestone instead.

Always check which reward the customer is asking for before confirming an action.

Duplicate Scan Protection

If the same card is scanned twice in quick succession, whether by accident or because the first scan wasn’t seen, only the first scan counts.

This is built in on purpose. It stops double-stamping and means you don’t need to worry about accidentally scanning twice. If a scan seemed to not go through, wait a moment before trying again.

What to do if a scan fails

Most scan problems have a simple fix. The usual causes are: the customer showing the wrong QR code, a card that’s already been completed, or a card that belongs to a different business. Here’s how to handle each one.

Invalid QR code

The customer is probably showing the wrong thing. Ask them to open their actual loyalty card, not a screenshot, not the join code from a poster, and not a card from a different business. Once they’re showing their live card, scan the QR code on that.

You don't have permission to scan this card

This usually means the customer is showing a card from a different business. Ask them to check that the card they’re showing is the one for your venue specifically. If they have multiple loyalty cards, they may just have the wrong one open.

Card not active

The card is in a state where stamps can’t be added, it’s likely already redeemed or expired. Let the customer know their current card is complete. If they’re on a repeatable programme, direct them to scan the Marketing QR to start fresh. If you’re unsure, check with your manager.

Scanner will not open or camera will not work

Refresh the page first. If the camera still doesn’t activate, check that your phone browser has permission to use the camera, this is usually in your phone settings under the browser app. If it keeps happening, let your manager know.

Customer is showing a screenshot

Screenshots may not scan correctly. Ask the customer to open their live loyalty card instead.

Simple good habits for staff

  • Ask customers to have their card open before they reach the till
  • Give the camera a clear, steady angle, it only needs a second
  • Scan in decent light where possible
  • If a card shows as Redeemed, let the customer know clearly and calmly
  • If they can start again, point them toward the Marketing QR
  • If something unexpected happens, don’t guess, check with your manager

Save the scanner to your home screen

The GoLoyal scanner can be added to your phone’s home screen so it opens like an app, no browser, no searching, just one tap. Your employer or manager can show you how to install it. Once it’s there, your daily scanning routine is faster and you’re less likely to lose the link.

Marketing QR = customers join

Customer QR = staff scan

Get that distinction into your team’s heads on day one and most problems won’t happen in the first place.

Want to use GoLoyal in your business?

We’ll help you choose the right loyalty setup, get your card ready and prepare your business to launch.

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