With a digital loyalty card, you look at design, features and price first. How good the support is shows when you have your first question. Often you are standing at the counter at that moment and need a clear next step.
So think about three situations in advance: setting up the card, something behaving unexpectedly during service, and changing a setting or your contract later. The following nine questions prepare you for all three. They are about help from the software provider, not the service you give your guests.
1. Who answers my question and follows the case through?
Ask whether a person helps you and how you reach them again after their first reply. A help article solves standard questions. If it does not fit your case, you need a direct route to a human.
The same person does not have to answer every time. What matters is that the conversation is kept when someone else takes over. Ask specifically: can I simply reply to the message, or do I have to start a new request each time? Then you know whether you would have to explain your case more than once.
2. Which channel can I use to get support?
Ask for the contact methods that actually exist: email, a form, chat or phone. A sales contact form does not yet show how you get help after buying. Also check whether the channel is included in your plan.
Think about what fits your day. By email, you describe the case calmly after your shift and can reread the answer later. If you really need help by phone, ask for it directly and have it explicitly confirmed.
3. In which language will you explain the next steps?
Ask about the language of personal replies and guides. A sales page in your language only partly answers this. You need help you understand yourself and can pass on to a part-time team member.
When you get a sample reply, check whether it uses the labels on your screen. You can act on “Open the customer list” straight away, on an unfamiliar technical term you cannot. If your team speaks different languages, ask about suitable guides. Ask to see a specific article.
4. When are support requests handled?
You can send a message at any time. What matters is when someone works on it. Ask about working days, hours, the time zone and public holidays. Put the answer next to your opening hours.
Hypothetical example: Your shop is busiest on Saturdays. If support is handled only on weekdays, you agree a routine for Saturdays in advance. Ask what self-help is available and how to record an open case for the next reply. That way you are well prepared even on your busiest day.
5. What response time do you actually commit to?
Distinguish three stages: the automated acknowledgement, the first substantive reply and the solution. Ask which stage a stated time refers to, and whether it is a firm commitment or a typical figure from experience.
If there is a written service agreement, ask to see its terms. Also ask how urgent cases are handled and what counts as urgent. A quick sample reply is a good sign. For your planning, what counts is what the provider commits to.
6. What help will I get with setup?
Have the scope explained: is there a guide, answers to individual questions or a joint setup session? What is included and what costs extra? Describe what you actually need, such as designing the card, choosing a reward and trying the first stamp.
Keep business access and the guest card separate. With Treubar, you have an owner account and your team works with individual access. The app guides you through setup. Guests do not need a Treubar account or an email address. When adding the card, they enter their first name, last name and date of birth once, then save it in Apple Wallet or Google Wallet. “No guest account” therefore does not mean “no guest data”.
The guide to designing your first card and the explanation of a stamp card without a guest app show who does what.
7. Where can my team find help for a specific task?
Ask for short guides to stamping, redeeming rewards and common mistakes. Check whether your team lands straight on the relevant section and whether roles and plan limits are clear. A promotional video does not replace instructions for a particular button.
With Treubar, admins and managers can correct the stamp balance on Start and above. The Scanner role cannot. A reward redemption, however, cannot be undone. A good reply names distinctions like these. Then your team does not search for a function it cannot access, and does not try things at random.
8. How do you follow up on outages and open cases?
Ask how you find out whether a problem affects only your device or a wider part of the service. Is there a status page, an update in your existing case or another way to get progress reports? Also have the provider explain what happens next if its first suggestion does not help.
Hypothetical example: After a scan, the displayed stamp balance stays the same. A good reply first checks whether the stamp was recorded or whether only the display has not updated yet. It does not just tell you to stamp again. Ask for a safe next step and how you will know the case is resolved.
9. What help is available with exports and ending the contract?
Find out in advance which data you can export yourself, in which format and for how long. Ask separately about ending a paid plan and deleting the entire account. These are two different actions.
With Treubar, admins on Start and above export the customer list and the most recent 5,000 stamps as separate CSV files for Excel. The export does not cover every stored detail; redemptions, for example, are not included. This in-app export is not available on Free. The export guide walks you through it. If you want to export the data yourself before cancelling, do it while your paid plan is still active. If you need more data than that, agree the scope directly with support.
Try a real support reply before deciding
Pick the question whose answer matters most to your shop. Describe a small, genuine use case. For example, ask for instructions on correcting a stamp with the role your part-time team member will use.
Then check three things: does the answer fit your case? Can you carry out the step yourself? Do you know whom to contact if you are still stuck? Note open points and get important commitments in writing. For an overview of features and prices, see the digital stamp card provider comparison.
How to prepare a useful support request
You do not need a technical diagnosis. These details make your case easy to place:
- Your business and the affected task, such as adding a card, stamping or redeeming.
- The time, device, operating system and app or browser used.
- Your role and the steps immediately before the problem.
- The expected result, the actual display and the exact error text.
- Steps already tried and whether other devices are affected.
If a screenshot helps, obscure details of guests unrelated to the case. Do not send passwords, team sign-in links or complete customer lists just in case. If more data is needed, ask for the right way to send it. Reply in the existing conversation where you can, so everything stays together.
Where Treubar support fits
With Treubar, a person who knows the product answers you. Just write to support@treubar.de. You will find further ways to get in touch on the contact page. The help centre has guides for setup, counter tasks and your account. Most shops get by without asking, because the app guides them through setup.
For trying it out, Free includes one card, one location and up to 20 issued customer passes. Every issued pass counts, even if the guest later removes it from their wallet. Use the features page and pricing page to see what you need afterwards. Feel free to ask Treubar the same nine questions. In the end, what counts is that the help fits your shop and your working hours.