Customer Journey Guide
What your customers experience with GoLoyal
Once your programme is live, this guide explains the journey from joining to earning stamps or points, claiming rewards and checking progress.
Customers do not need to download an app or create a password account. They do complete a short join form before their loyalty card is issued.
What happens when a customer scans your QR code
The journey is simple:
- The customer scans your public Business/Marketing QR.
- They complete the short join form.
- They save their card to Wallet where available, or use their secure email link to access the browser card.
- They show their personal Customer QR to staff on qualifying visits.
- Staff add the relevant stamp or points, or confirm an eligible reward.
Understanding each step helps staff explain the programme clearly and helps customers know what to expect.
The customer scans your Marketing QR
Your public Business/Marketing QR is the entry point to your loyalty programme.
Display it somewhere customers will naturally see it, such as:
- on your counter;
- on a menu;
- on a receipt;
- on a poster or window sticker;
- in your marketing materials.
When a customer scans it with their phone, it opens your loyalty-card join page.
The join page
The join page shows the key details of your programme, including your business name, offer and relevant customer terms.
To request a card, the customer completes a short form with:
- their first name;
- their email address; and
- acceptance of the Privacy Policy and Terms.
Your business may also offer a separate optional choice to receive venue marketing emails.
What the customer sees
A simple page showing your branding, the offer and the details needed to join.
What the customer does
They complete the form and select Get Your Loyalty Card.
After the form is submitted and accepted, GoLoyal creates the card where the customer is eligible. If the customer already has an eligible card, they may instead receive a secure access link to recover or access it.
Saving and accessing the card
After a successful join, customers can save their card to Apple Wallet or Google Wallet where available.
They can also access their card in a browser using the secure email link sent after joining. The email link helps them:
Unlock browser-card access;
View their Customer QR in the browser where permitted;
Recover access on another device.
Customers may need to verify their email through that secure link before private browser-card information, including their Customer QR, is shown.
Wallet and browser-card display
After a staff action, the card should reflect the latest progress or reward state.
The verified browser card can be reopened or refreshed to check the latest card state.
Wallet display behaviour can vary by provider and device, and an installed Wallet pass may not show a change immediately or automatically. If the Wallet pass looks out of date, reopen it and check the verified browser card or ask staff for help.
Earning stamps and points
On a qualifying visit, the customer opens their own loyalty card and shows their Customer QR to staff.
Staff scan the Customer QR using the GoLoyal Staff Scanner.
Depending on the programme, the scan can:
- add a stamp;
- add normal loyalty points;
- add points based on qualifying order spend; or
- confirm or claim a reward where the card is eligible.
The customer does not add stamps or points themselves.
Business/Marketing QR
This is the public QR your business displays for customers to join a programme.
Customers scan it to open the join page. It is not the QR staff scan to add loyalty progress or confirm a reward.
Customer QR
This is the personal QR on the customer’s own loyalty card.
The customer shows this QR to staff at a qualifying visit. Staff scan it to add stamps or points, confirm a main reward, or claim an eligible Milestone Reward.
There is no separate Milestone Rewards QR.
Reaching the reward
What happens when a customer reaches their main target depends on the offer type.
Traditional Loyalty Programme
Customers collect stamps or points towards the main target.
When they reach it, the card becomes Reward Ready. The main reward has not yet been redeemed.
On a later qualifying visit, the customer shows their Customer QR to staff. A normal staff scan confirms the main reward.
Continuous Discount
Customers receive the configured discount on every qualifying visit while their card is active.
Each authorised staff scan records progress towards the card target.
On the final qualifying scan, the configured discount is honoured for that visit and the card completes immediately.
There is no separate Reward Ready stage and no later redemption scan for that card cycle.
First-Visit Offer
The customer joins through the public Business/Marketing QR, then completes the qualifying visit or action set by the business.
When the target is reached, the reward is confirmed on that same staff scan. There is no separate Reward Ready stage.
This offer is intended as a one-time welcome offer. Eligibility, expiry and fulfilment are set by the business’s programme terms.
Milestone Rewards
Some points-based loyalty cards include Milestone Rewards.
These are smaller rewards that become available at selected points thresholds while the customer continues collecting points towards the main reward.
For example, a business may offer a smaller reward at an earlier points target, before the customer reaches the main programme reward.
Milestone Reward states
Locked
The customer has not yet collected enough points to unlock this reward.
Keep collecting points to unlock it.
Available
The customer has reached the required points threshold.
The reward is ready. The customer should ask staff to fulfil it.
Claimed
This Milestone Reward has already been given.
It cannot be claimed again through the normal staff flow.
How a customer uses an Available Milestone Reward
The customer shows their normal Customer QR to staff. There is no separate Milestone Rewards QR.
When the reward is Available, staff confirm the reward, select Claim reward in the Staff Scanner, then provide the reward through the business’s normal process.
Milestone Rewards and the main reward
Milestone Rewards are separate from the main reward.
- Customers can have more than one Available Milestone Reward at the same time.
- Claiming a Milestone Reward does not deduct the customer’s points.
- Claiming a Milestone Reward does not reset or reduce progress towards the main reward.
- An unclaimed Milestone Reward does not stop the main reward from becoming Reward Ready.
- After a Milestone Reward is fulfilled, it shows as Claimed.
After a card is completed
A completed card cannot continue collecting progress.
What happens next is determined by the individual programme and its terms.
Traditional Loyalty Programme
After the main reward is confirmed, the card is complete.
Some programmes may allow the customer to join a new card cycle. Customers should check the programme terms or ask the business.
Continuous Discount
The final qualifying scan completes that card cycle.
Whether the customer can receive another card cycle is determined by the business’s programme rules and the customer’s card status.
First-Visit Offer
Once the offer has been completed, the card is complete.
The offer is intended as a one-time welcome offer. Customers should check the business’s terms where they need clarification.
What customers should know
A few simple points make the programme easier to use:
- Scan the public Business/Marketing QR to join a programme.
- Complete the short form and use the secure email link when browser-card access is needed.
- Show the personal Customer QR to staff at qualifying visits.
- Staff add stamps or points; customers do not add them themselves.
- A points card may show Milestone Rewards as Locked, Available or Claimed.
- Ask staff to fulfil an Available Milestone Reward.
- Your card and programme terms explain the reward, eligibility and any restrictions.
- If a QR will not scan or the displayed card state looks out of date, reopen the Wallet pass, refresh the verified browser card, and ask staff for help if needed.
The customer journey in one line
Scan the public business QR → complete the short form → save the card or use the secure email link → show the personal Customer QR to staff → collect stamps or points → claim available rewards in line with the programme terms