What Your Staff Sees When a Campaign Is Active | Passtastic Help
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What Your Staff Sees When a Campaign Is Active

When a customer with an active campaign walks into your store, the scanner app shows your staff exactly what to do. Here's the end-to-end picture.

Background: Messages and Campaigns and Campaign Rewards: Push, Pass, and Staff Messages.

What your staff sees

After your cashier scans a customer's wallet pass, if that customer has one or more active campaign offers, an Active offers section appears above the regular card actions.

Each offer row shows:

  • The scanner message you wrote (e.g. "15% off — birthday")
  • If the campaign adds stamps or points automatically, a preview: +N stamps or +N points
  • An Apply button

If the customer has no active offers, the section doesn't appear and the scanner behaves normally.

The apply flow

1. Cashier taps Apply on the offer.

2. The button changes to "Applying…" while the scanner calls your backend.

3. On success, the row shows Offer applied, and any automatic rewards (stamps or points) are added to the customer's card right away.

4. If the offer was already applied by another cashier recently, the scanner shows This offer was already applied and skips the action.

5. If the network fails, the scanner shows Couldn't apply offer — please try again. No changes are saved, so your cashier can retry.

Multiple active offers

A customer can have more than one active offer at the same time — e.g. a birthday offer on the same day they hit a visit milestone.

  • Each offer shows as its own row in the Active offers section.
  • Your cashier can apply them independently. Apply one, the others stay available.
  • The 4-hour cooldown (which controls notifications) does not apply to already-delivered offers — they stay available until claimed or the offer's expiry is reached.

What gets recorded

Every time your staff applies an offer, the following is saved automatically:

  • Which campaign and offer was applied
  • The customer's card
  • The staff member who applied it (from the scanner's login)
  • The device that applied it
  • The timestamp
  • The auto-reward amount, if any

You can review this from the Business Insights page and from the customer's profile on the Customers page.

Training your team

A few things worth telling your staff:

  • Check the Active offers section every time you scan. It only shows up when there's something to apply — but when it does, don't skip it.
  • Apply at the counter, before the customer pays. If you apply a 15% discount after taking payment, you'll need to refund and re-ring.
  • Trust the app. If the scanner says an offer was already applied, it really was — you don't need to reapply manually.
  • If Apply fails, retry once. Most errors are brief network glitches that recover on the second tap.

Common questions

Does the customer see that staff applied the offer?
Yes, on the wallet pass. Once applied, the offer moves from "active" to "claimed" and disappears from the pass. The customer also sees any stamps or points that were added.
Can a customer claim the same offer twice?
No. Each offer delivery is a one-time claim. If you set a campaign with "Every time" eligibility, the trigger can fire again on a future visit and create a new offer — but each individual offer delivery can only be applied once.
What if my staff forgot to apply an offer at the counter?
You can still apply it after the fact as long as the offer hasn't expired. Open the scanner, scan the customer's card, and tap Apply. It'll record the application with the current timestamp.
Can I disable Active offers temporarily at one location?
Not at the location level. If you need to stop a campaign across the board, pause it from the program's Campaigns tab.
Where do I log in to the scanner?
Each scanner device has its own credentials. See Add a scanner device for setup.