DOUGH GETTERS TROUBLE SHOOTING GUIDE Update 09/08/2021
Contents
KEY CONTACTS .................................................................................................................... 2
SECTION 1: BREADY FAQ’S .................................................................................................. 2
1.1 Bready message “OFFLINE MEMBER” appearing..................................................... 2
1.2 Bready error message “MEMBER LOCKED is appearing.......................................... 4
1.3 Bready error message “MEMBER ERROR – Unknown Member” appearing ......... 5
1.4 Bready error message “MEMBER REQUEST TIMEOUT” appearing........................... 6
1.5 Bready error message “MINIMUM SALE VALUE NOT MET” appearing................... 6
1.6 Welcome offer can’t be redeemed when ‘wholesale no combo’ button is used........................................................................................................................................ 7
SECTION 2: MEMBER SIGN UP & ACCOUNT FAQ’S ............................................................ 7
2.1 Customer believes they didn’t receive their verification email ............................. 7
2.2 App does not load on member’s phone .................................................................. 7
2.3 Customer is unable to view the app sign up page correctly................................. 8
2.4 Customer wants to add a physical card to their account..................................... 8
2.5 Customer wants to change their phone number on their account ..................... 8
2.6 Customer feedback on ‘password complexity ........................................................ 8
2.8 Customer feedback on adding DOB at sign up ...................................................... 9
2.9 How long after they sign up can a member be looked up in the bakery?......... 9
2.10 Customer cannot enter their birth date into the sign up form on their iPhone . 9
SECTION 3: POS MATERIAL .................................................................................................. 9
3.1 My bakery needs more Dough Getters POS materials (e.g. DL leaflets etc.)...... 9
3.2 My bakery needs more Dough Getters MEMBERSHIP CARDS ................................ 9
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KEY CONTACTS
SECTION 1: BREADY FAQ’S
1.1 Bready message “OFFLINE MEMBER” appearing
OFFLINE EARN:
Cause: POS may be offline due to an internet issue or similar. When the POS is offline, member’s details aren’t displayed, instead “OFFLINE MEMBER” is displayed.
Action: Members will continue to earn spend on their purchases. However, their spend balance will update only when the system comes back online, so let the member know to expect a delay.
OFFLINE REDEEM:
Cause: If Bready is offline and a member advises they would like to redeem a reward / offer.
Action: Apply the offer/reward manually following the steps below:
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NOTE: New Reason Codes have been setup to identify where a Dough Getters offer / reward has been applied. It is important that the right reason code is selected so we are able to remove the correct offer / reward from the members account.
1. Confirm the offer is valid by looking at the customers app or email
2. Scan/mobile lookup
3. Process the offer using the Bready % or $ discount functions
4. Apply the appropriate Dough Getters reason code
See Table 1.0 below for detailed instructions on how to process an Offline Redemption for the Free Welcome Loaf, Birthday Scone and $5 reward.
TABLE 1:0: Processing Offline Redemptions
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1.2 Bready error message “MEMBER LOCKED is appearing
Cause:
The member’s account is already active because they have already been scanned / looked up on Bready under a different clerk, OR on a different POS.
Action:
1. Check if the member is already scanned / looked up on Bready under a different clerk or on a different POS in your bakery.
If a member is logged in on a POS, you will see their first name and spend balance here.
2. Clear the transaction on the POS/Clerk you are not using by pressing the ‘Clear’ button. The member first name and spend balance will disappear.
3. Return to the POS/Clerk you want to use, and process the transaction as per normal.
1.3 Bready error message “MEMBER ERROR – Unknown Member” appearing
Cause:
A member has not completed sign up or has not signed up correctly e.g. their card number may have been incorrectly entered.
Action:
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∙ Print out the receipt for the transaction and give it to the customer. ∙ Ask the customer to call the Customer Relations Team on 1800 325 325 (AU) or 0805 325 325 (NZ) for assistance. The customer can send a photo of the receipt to the Customer Relations Team to have the spend balance from that transaction added to their account.
1.4 Bready error message “MEMBER REQUEST TIMEOUT” appearing
Cause:
∙ This message appears when a staff member scans a members’ QR code, or looks up their mobile number at a time when the bakery has very slow internet connection.
Action:
∙ Press the ‘continue’ button and try again, as it should work on subsequent attempts when internet connection is restored.
1.5 Bready error message “MINIMUM SALE VALUE NOT MET” appearing
Cause:
∙ This usually appears when you try to redeem the welcome gift (free Hi-Lo Block). ∙ The welcome gift (free Hi-Lo Block) can only be redeemed with another purchase. So, the offer cannot be applied at POS unless there is another item already in the transaction.
Action:
∙ Clear the transaction.
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∙ Start a new transaction, and place the other item/s that the member is buying into the transaction first, then apply the welcome offer.
1.6 Welcome offer can’t be redeemed when ‘wholesale no combo’ button is used.
Cause:
The welcome gift cannot be used in the same transaction as any other offer (excluding combos), and wholesale accounts cannot join Dough Getters. Therefore, the Bready system will not allow the welcome gift to be redeemed within the same transaction as the ‘wholesale no combo’ button is pressed.
Note:
We are aware that some bakeries also use the ‘wholesale no combo’ button for selling special product orders that they don’t want to be combo’ed (for example Spelt Loaves). In this scenario, the customer is technically entitled to claim the welcome gift within this transaction (e.g. customer wants to buy 2 x Spelt Loaves and 1 x free Hi-Lo within the same transaction). However, Bready will not allow this to occur because the ‘wholesale no combo’ button has been used. As a workaround, please process the welcome gift Hi-Lo as a separate transaction with another purchase.
SECTION 2: MEMBER SIGN UP & ACCOUNT FAQ’S
2.1 Customer believes they didn’t receive their verification email
Action:
Tell the member to check their junk and spam folders. If they check these folders and still cannot find the verification email, they should contact the Customer Relations Team on 1800 325 325 (AU) or 0805 325 325 (NZ) for assistance.
2.2 App does not load on member’s phone
Cause:
The user may have poor internet connection. In this scenario the app will not load as our app requires internet access to work.
Action:
Look up the member’s account using their phone number instead.
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2.3 Customer is unable to view the app sign up page correctly.
2.4 Customer wants to add a physical card to their account.
Action:
Instruct the member that they can either add the physical card number to their account when they sign up to Dough Getters (by entering the card number into the sign up form), OR they can add this after signing up by editing their profile an adding the card number there instead.
2.5 Customer wants to change their phone number on their account
Action:
Instruct the member to contact the Customer Relations Team on 1800 325 325 (AU) or 0805 325 325 (NZ), who can action this change for them.
2.6 Customer feedback on ‘password complexity
Action:
Advise the customer that the password requirements are based on Bakers Delight’s security policy in order to protect the privacy and security of our member’s personal information. For any issues or complaints, customers can contact the Customer Relations Team on 1800 325 325 (AU) or 0805 325 325 (NZ).
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2.8 Customer feedback on adding DOB at sign up
Action:
Explain to the customer that we want to know their birth date so that we can treat them to a delicious free scone as a birthday gift. For any issues or complaints, customers can contact the Customer Relations Team on 1800 325 325 (AU) or 0805 325 325 (NZ) for assistance.
2.9 How long after they sign up can a member be looked up in the bakery?
Answer:
You will be able to look the member up almost instantaneously (within a few minutes of them signing up).
2.10 Customer cannot enter their birth date into the sign up form on their iPhone
Cause: The standard Apple date picker that is used to select the birthdate on iPhones requires that the year is selected first, then the month and day of birth.
Action:
Explain to the customer that they simply need to select their birth year FIRST. If this does not resolve the issue, customers can contact the Customer Relations Team on 1800 325 325 (AU) or 0805 325 325 (NZ) for assistance.
SECTION 3: POS MATERIAL
3.1 My bakery needs more Dough Getters POS materials (e.g. DL leaflets etc.)
Action:
Please order these from Star Packaging (AUS) or Star Distribution (NZ).
3.2 My bakery needs more Dough Getters MEMBERSHIP CARDS
Each pilot bakery was supplied with 1,000 membership cards. We estimate this is enough cards to last the average bakery one year, because consumer research tells us that many Dough Getters will opt not to carry an optional card. Ensure your team is only giving cards to customers who wish to use them.
Action:
Order extra cards from Star Packaging (AUS) or Star Distribution (NZ) for the price listed in your Dough Getters launch brief.
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https://docs.google.com/document/d/1SLUMoUwa6sHa_InFCNWo8dGmi43RpNtL6cJvodmFAGo/edit