Customer Service

Note

Customer service stations, in addition to credits, can issue Virtual Credits and Tokens. Any top-up, refund of Virtual Credits or Tokens is considered to be handled without a monetary transaction.

The Customer Service Station allow operators to handle customer cases on-site.

Customer Services cases often result from human error:

• Overcharged by Vendor or Bars

• Wrong top-up amount

• Wristband is too tight

These cases can be corrected at the discretion of the customer service operators with many available functions:

• Top-up of credits, virtual credits and tokens

• Apply Accreditations to customers and staff

• Process refunds

• Replace tags

To operate a Customer Service station:

• Your device must be registered and staged with the event

• Your event must have a staff accreditation station

• You must have a tag with valid manager or operator permissions

Login to your station

1. Launch the Glownet Application on your device.

2. Tap your Tag firmly against the device NFC reader to log into your station

   

   Note

   If you have multiple Operator Permissions you will be able to select the station you wish to operate after login.

Top-up a customer

As a customer service operator, you can top-up any tag with credits, virtual credits or tokens.

1. Select Top-up from the top menu

   

2. Switch between Credits, Virtual Credits or Tokens by tapping on the currency

   

   

3. Tap the amounts until you reach the desired top-up value

   

4. Tap the Tag you want to top-up firmly against the device’s NFC reader until you see a green confirmation screen.

   

Refund a customer

As a customer service operator, you can refund any tag with credits, virtual credits or tokens.

Note

The refund function can be used to remove excessive top-ups from a tag.

Note

Only Credits and Tokens can be refunded. Virtual Credits are non-refundable.

1. Select Refund from the top menu

   

2. Switch between Credits or Tokens by tapping on the currency

   

3. Tap on the Amount field and input the amounts your would like to refund

   

4. Tap the Tag you want to refund firmly against the device’s NFC reader until you see a green confirmation screen.

   

Applying Accreditations to a tag

Accreditations are applied to rags individually.

To apply accreditations to a tag:

1. Select CS Accreditation from the top menu

   

2. Select the required pack from the list by tapping it.

   

3. Tap the staff tag firmly against the device NFC reader to apply the pack.

   Note

   You can add a pack to a new (blank or unused) tag OR apply certain packs to existing customer tags.

4. A green confirmation screen will appear showing the pack was correctly applied.

   

Tag Replacement

You can replace a customer or staff tag by copying the contents of the original tag to a new tag.

The original tag will be erased and no longer usable.

For example, it can be used if a client tightened their wristband too tight and had to be cut off.

To replace a tag:

1. Select Tag Replacement from the top menu and follow the instructions on screen.

   

2. Copy the old tag by tapping it firmly against the NFC reader of the device.

3. Activate the new tag by tapping it firmly against the NFC reader of the device.

4. Erase the old tag by tapping it firmly against the NFC reader of the device.

Cancelling Last Transaction

If an error occurs during an operation:

• Top Up of the wrong amount

• Refund of the wrong amount

• Applying wrong pack

You can cancel the last transaction handled on this device.

To cancel the last transaction:

1. Select Last Transaction from the top menu.

   

2. Review the last transaction details to make sure you want to cancel it.

3. Click on Cancel Transaction.

4. Tap the tag firmly against the NFC reader to cancel the transaction.

5. When you see the green confirmation screen, the transaction will be cancelled.