Caffè Staff Loyalty Help Centre.

Please use this centre for help on digital platforms in use. The data here is confidential and cannot be shared outside of Cedro Staff.

Click on a category below to view all questions & answers.

How does a customer sign up to the loyalty?

1 – Customer should scan loyalty QR codes in store with phone or head to myillycaffe.com

2 – Once on the registration page the customer should fill in the following details (full name, email address, phone number, create password, confirm password) as per the screenshot below:

 

3 – The customer will then receive an OTP via SMS which they will input into the Pop-Up field.

4 – Initial Registration will be finished.

5 – In order to earn bonus points the customer should tap on the ‘complete registration’ button on their page as in the below screenshot, giving the customer up to 300 bonus points!

How does a customer sign in to the loyalty?

1. The Customer should scan loyalty QR codes in store with phone or head to myillycaffe.com

2. If the customer lands on the registration page, they should tap ‘log-in’ at the bottom of the screen.

3. The customer will then be taken to a login page for their account.

 

How do I add a Loyalty customer to a transaction?

1. Tap ‘Add Customer’

 

2. Ask customer to scan their loyalty barcode (otherwise input their loyalty ID number – do not use names)

 

 

3. Select the customer that appears

How does a Loyalty Customer Earn points?

A customer earns points once they have registered for an account and have been added to a transaction by the cashier.

To award points simply complete a transaction as usual (with the customer paying by cash, credit card, debit card or e-wallet), the correct points will be automatically awarded.

5% of a transaction is awarded as points for Food and Drinks (including coffee). However customers cannot earn points on Alcohol.

Please always make sure the customer has been added to the transaction.

How does a Loyalty Customer Spend points?

To spend points there are a few steps:

  1. Customer must be added to the transaction.
  2. Customer must show the cashier how many points they have.
  3. The cashier confirms how many points the customer has – 100 points = RM1 (THE CUSTOMER SHOULD NEVER BE TOLD THIS!).
  4. If the cashier is satisfied the customer has enough points, the cashier taps on ‘LOYALTY’ payment method.
  5. The cashier waits for 5 seconds until a Push Notification appears on the iPad stating ‘SUCCESS’
  6. If no push notification appears, or states ‘FAILED’ please void the transaction, re-input a new transaction and ask customer to pay with cash/credit card/debit card/e-wallet and award the customer the points as normal.

What can a Loyalty customer spend points on?

Points can be spent on any item in the P.O.S.

Can I split a payment to use points & cash or card?

No, all transactions using points should be paid for 100% with points.

How do I check if a Loyalty Customer has enough points?

  1. Simply ask the customer to see their digital loyalty card on their phone.
  2. Compare the total amount in the P.O.S. the customer should pay, to the amount of points in the digital loyalty card. If a customer should be RM21.90 they need to have at least 2190 points.

How can a Loyalty Customer Contact Customer Service?

To contact customer service, please ask the customer to head to myillycaffe.com and tap on the ‘menu‘ then select ‘Support‘ from there the customer can email customer service directly.

Alternatively, the customer can email us at help@myillycaffe.com

Why can't I see a loyalty customer in the system?

Sometimes Loyalty Customers are not visible in the P.O.S., this could be due to:

  1. Internet connectivity issues with the P.O.S., or,
  2. Storehub P.O.S.  issues.

If this happens, please do the following to award a customer points:

  1. Complete a transaction
  2. Take down customer Name, Mobile Number and Email.
  3. Send a photo of the receipt with the customer details to help@myillycaffe.com
  4. Inform the customer the points will be awarded manually.

What if a Loyalty Customer forgets their log-in details?

If a customer forgets their password, please ask them to head to the log-in page (myillycaffe.com/#/login) and tap on ‘Forget Password?‘ on the login page – they will then be prompted to follow the steps.

What if a Loyalty Customer forgets their phone at home?

If a customer forgets their phone at home or doesn’t have access to it, we can manually award them their points by following the steps below:

  1. Complete a transaction
  2. Take down customer Name, Mobile Number and Email.
  3. Send a photo of the receipt with the customer details to help@myillycaffe.com
  4. Inform the customer the points will be awarded manually.

Can I add a Loyalty Customer to a transaction using the Mobile POS?

Follow these steps:

  1. Open the order.
  2. Tap ‘add customer‘.
  3. Enter the customer loyalty ID visible underneath their Loyalty card.
  4. Confirm the customer’s name.
  5. Select the customer.

NEVER add a customer using only their name, as there may be many people with similar names and this can cause points to be incorrectly awarded.

What if a Customer wants to sign up but doesn't have a Malaysian Number?

Currently, we can only accept customers with Malaysian Numbers in our Loyalty Program.

Can’t find an answer?

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