BASECAMP COFFEE ROASTERS - SUPPORT TICKET
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Ticket ID: TKT-2024-1923
Created: November 17, 2024 11:47 AM
Status: Resolved
Priority: Medium
Category: Redemption Issue
Customer: Aisha J. (BC-3892)

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CUSTOMER MESSAGE:
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I tried to redeem a free drink today at the Alberta location and it didn't work.

I had 162 points. I ordered a medium lavender latte (150 points). I showed the barista my app with the "Redeem" screen. She said she couldn't find where to enter it in her system. She tried for a few minutes while other customers waited, then just gave me the drink for free and said to contact support.

So now I'm confused:
1. Did my points get deducted or not? App still shows 162.
2. How SHOULD redemption work? The barista seemed like she'd never done one before.
3. Can I still redeem 150 points for another drink or did I "use" my redemption?

This was awkward and I felt bad holding up the line. Please clarify.

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CUSTOMER HISTORY:
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- Member since: August 2024
- Current balance: 162 points (unchanged)
- Total earned: 287 points
- Redemptions: 1 (previous - successful at different location)
- Previous tickets: 0
- Visit frequency: 2-3x/week

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AGENT NOTES:
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[11/17 3:15pm] Called customer. Explained redemption process (barista scans customer QR, selects "Redeem" on POS, chooses reward). Her points were NOT deducted - she got a free drink without losing points due to staff error.

Told her she can redeem her 150 points anytime. She was happy about the "accidental bonus" drink.

Flagged Alberta location for retraining on redemption process. This is 3rd ticket mentioning Alberta staff confusion this month.

Status: RESOLVED
