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Ask a questionRestaurant owners, comparing notes
Questions about running a restaurant on Get Menu, answered by the team and kept public so the next person finds them. Also see the help centre.
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A customer says their card still shows the old number — is it broken?Almost certainly not. Cards update in the background, usually within minutes of the stamp landing — and a stamp lands only when the order is COMPLETE (you marked it delivered, or the completion timer AnsweredDoes my wallet card put customers' phone numbers in Google's hands?No — the pass carries no name, number or address, and its update mechanism is built so wallet infrastructure never learns your customer list. Structural, not a setting. AnsweredWhat's a realistic redemption rate to expect?Healthy programmes see 20–40% of earned rewards redeemed. Much lower usually means the goal is too far or the reward too weak — tune one, not both at once. AnsweredShould rewards expire?A gentle expiry (30–60 days) nudges redemption and caps liability. The wallet card shows the countdown, which itself drives a visit. AnsweredCan I reset a programme and start over?Support can retire a programme cleanly. Do it rarely and loudly — customers remember confiscated stamps far longer than they remember discounts. AnsweredMy Gold member typed a coupon. Did they get both discounts?Never both — whichever is worth more, and if the tier wins, the typed [coupon](/docs/promotions) is handed back unused rather than burnt. Exactly equal? The coupon applies. A stamp-card reward is sepa AnsweredHow many notifications can I really put on someone's phone in a day?Android allows three per card per day and enforces it silently — a fourth arrives on the card without lighting the lock screen. The platform counts them: broadcasts may use two, and the third is reser AnsweredCan I show the customer's tier on their card?Tier status and its perk are visible in the [loyalty](/features/customer-retention-reordering) surfaces the customer sees; the automatic discount itemises at checkout, which is where it matters most. AnsweredWhat happens to stamps when a customer changes phone number?Stamps follow the WhatsApp number. If a regular changes numbers, ask support to merge — it is a support action so the ledger keeps its integrity. AnsweredDo I pay extra for the card customers keep on their phone?It is part of the [loyalty](/features/customer-retention-reordering) features in your plan rather than a separate purchase. If your plan does not include it, that card screen in Marketing is greyed ou AnsweredIs there a way to chase customers who ordered exactly once and never came back?Yes, under the win-back ladder on Marketing → Loyalty & stamps there is a tick called Rescue customers who ordered once and never came back. It has its own number of days, its own optional [coupon](/d AnsweredHow does the referral credit show up?As referral credit on the card and a minted single-use reward when the friend's first order delivers. The settlement is exactly-once — a cancelled first order pays nobody. AnsweredA customer deleted their wallet card by accident — are stamps lost?No — the card is a view. Re-add from the save link (post-checkout or from [loyalty](/features/customer-retention-reordering) messages) and the same stamps are right there. AnsweredWhat does 'auto-apply' look like at checkout for the customer?Their reward simply appears as a discount line on the next qualifying order — no code, no typing. The good news is also announced on their card and messages. AnsweredSomeone reached 12 stamps on a 10-stamp card. What happens to the extra two?They carry over — the reward subtracts the goal rather than emptying the card, so 12 becomes 2 on a fresh card. Nobody loses stamps for ordering enthusiastically. AnsweredWhen is a new customer invited to add my loyalty card, and can I change the timing?After their first order, once per customer, at a delay you choose. The Invitation tab on the loyalty card screen under Marketing has a box for how many hours after the first order it goes, from 1 to 1 AnsweredHow do I let a company order all month and pay at the end?Set up a [house account](/docs/gift-cards). Open Settings, then House accounts, fill Company or name with a contact and a phone, and press Add the account. Your cashier then picks House account on the AnsweredDoes a tier discount cost me money on every single order?Yes, and the page says so in amber for that reason. A percentage tier is real money off, forever, for everybody who reaches it. Work out what it costs on a normal week before you set one. Status only, AnsweredWhy does the wallet card update a few minutes late sometimes?Updates queue and drain on a short cycle rather than blocking your orders. A stamp earned at rush hour appears on the card within minutes — the ledger was right instantly. AnsweredDoes the wallet card work without internet?The card displays offline like any wallet pass; it refreshes its numbers when the phone is back online. Stamps never depend on the card being open. AnsweredCan I see my total outstanding stamp liability?Yes — the [loyalty](/features/customer-retention-reordering) reporting shows liability counted in STAMPS (honest units), plus rewards earned/redeemed and passholder counts. AnsweredCustomer says their stamp didn't arrive — checklist?1) Was the order delivered/completed? Stamps land on completion, not placement. 2) Same WhatsApp number as before? Stamps follow the number. 3) Cancelled orders never stamp. The order detail shows the AnsweredTwo customers share one phone — is that a problem?The programme sees one identity per number, so they share a card. That is the honest mapping — the number is the identity the whole flow rides on. Answered
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