Support Center FAQ

Q: How do I look up a member’s details in the Support Center?

A: You can find a member by using the search function within the Support Center to look up their Email, UUID, or Support ID. This opens their comprehensive profile, where you can verify their status, last activity, and custom parameters like phone number or address.

Q: Can I manually add or remove points from a member’s account?

A: Yes. In the member’s profile, navigate to the Wallet section. Here, administrators can directly add or deduct loyalty points for point-based programs. This is commonly used for service recovery or manually awarding points for specific offline activities.

Q: How do I manage and respond to member inquiries sent through the mobile app?

A: When a customer sends a question from the support section within the app, you can respond via the Direct Messages tab. Clicking Messages on the member's profile allows you to have a 1:1 conversation and troubleshoot notification or account issues.

Q: What is the process for manually assigning a missing reward or coupon?

A: If a member is missing a deal they should have received, go to the Coupons section of their profile. You can check which coupons are currently visible to them and manually assign a new one by clicking the (+) icon.