Customer Troubleshooting Guide

Transcription

1 Customer Troubleshooting Guide Last Modified:

2 Forgot Scan 1. Visit MissedTransaction. Using your receipt, enter the following information: Restaurant #, Order Date, Order Number, Order Method (Drive-thru, Counter, Online/Catering). To the right is an example receipt and an example of the page you should see. NOTE Approved requests only apply to a limited amount of transactions per Chick-fil-A One account. We encourage you to scan your mobile phone when placing an order in person or place a mobile order in order to receive treats progress.

3 Place a Mobile Order Follow these steps to place a Mobile Order from an Android device. The experience is similar on ios. 1. Open your Chick fil-a App.. Select Start My Order.. Select your preferred Restaurant. Choose Favorites or Nearest to search. 4. Select Carryout, Drive-thru, Dine-in, or curbside as your desired pickup method, then Continue to Menu. 4

4 5. Select your preferred menu item(s) Add any extras or specify any special requests (extra pickles, no lettuce, etc.) Add any dipping sauces or condiments Select Add to Order. 9. Select the + sign next to an item to add multiples of the same to your order When your order is complete, select Checkout. 10

5 11. Review your order and confirm by selecting Review Order Details. 1. Review order details and if everything appears correctly, select Send Order Head to the Restaurant and select, Prepare my order when you arrive. 14. Follow the prompts on screen to proceed to the appropriate pick-up area based on your selected pick-up method. o Carryout: Please go inside to the Pick-Up sign. 1 o Dine-In: Pick up a table marker and have a seat. o Curbside: Park in a designated space marked, Mobile Ordering Curbside Parking. o Drive-Thru: Enter the drive-thru lane and let us know you ve placed a mobile order. 1

6 Use Mobile Pay to Pay for an Order To pay for an order using Mobile Pay, follow the steps below for an Android device. The experience is similar on ios. 1. Place the order as usual and open the Chick-fil-A App on your mobile device.. Press the Scan icon.. The Balance screen displays with the customer s Mobile Pay balance and QR code. Scan your QR code to pay with stored funds. NOTE NOTE: You can also view or print your Chick-fil-A One QR code online by visiting,

7 Scan 1. Open your Chick-fil-A App.. Select Scan.. Scan the QR Code at the Register or in the Drive-Thru to earn points for your purchase(s). NOTE You can also view or print your Chick-fil-A One QR code online by visiting, com/myprofile

8 Add Funds From a New Credit Card Steps below are specific to ios devices, Android steps are similar. 1. Open your Chick-fil-A App.. Select Scan.. Select Add Funds towards the top Right of the screen. 4. If you wish to add funds to a different card than the one shown, select change and select your desired card. 5. Select the amount you would like to add. 6. Confirm the amount by selecting Load $XX.XX from card XXXX. 7. Your added funds will populate on your QR code screen. 4 5

9 Manage Payment Methods Through the Chick-fil-A App 1. Open your Chick-fil-A App.. Select Account.. Select Manage payment methods. 4. If you would like to delete a card, swipe left over the card you wish to remove and select delete. 4

10 Manage Payment Methods Online 1. Visit Select Manage Payment Methods in the left-hand navigation bar.. Select Remove next to the appropriate card you wish to delete.

11 Adding a New Card Through the Chick-fil-A App 1 If you wish to add a new credit or debit card to your account, follow the steps below. 1. Select Account".. Select Manage payment methods.. Select Add a New Card. 4. Enter the appropriate card information and select Add Card. 5. Your new card will show on the next page.

12 Adding a New Card Online 1. Visit Select Manage Payment Methods in the left-hand navigation bar.. Select Add a New Credit Card button. 4. Enter the required information.

13 Add Funds Using an Existing Credit Card The following steps should be used to add funds using an existing credit card on an Android device. The experience is similar with an ios Open the Chick-fil-A App and select "Scan". If you are not already signed in, sign in to your Chick-fil-A One account.. Select "Add Funds".. Select one of the available amounts or tap other to enter a desired amount. The minimum amount you are able to add is $10 and the maximum is $ To add funds from the card indicated at the top of the screen, select "Load". You are redirected to the Scan screen and your new balance displays under the QR code. You will also receive an with your mobile payment receipt. 5. To add funds from a different credit card, select "Change" You are redirected to the Choose Payment Method screen. Select the card you want to use, and you will be redirected to the Scan screen. You will also receive an with your mobile payment receipt. 6

14 Transfer Funds From a Gift Card The following steps should be used to transfer funds from a Chick-fil-A gift card to the app on ios. The experience is similar with an Android device Open the Chick-fil-A App and select "Scan".. Press "Add Funds".. Press "Transfer a Gift Card". 4. Enter the gift card number and PIN. The PIN is located beneath the scratch-off on the back of the gift card. 5. Select "Transfer Funds". This transfers the entire balance of the gift card to your app. 4

15 Settings 1. Open your Chick-fil-A App.. Select Account.. Select Settings. 4. If you wish to turn off or update your Notification preferences, simply slide the button next to each option. 4

16 Profile 1. Open your Chick-fil-A App.. Select Account.. Select Edit Profile. 4. You can update your name and phone number. NOTE addresses and birthdays cannot be edited from this screen. You can update your address by visiting MyProfile.

17 View Points Through the Chick-fil-A App 1 1. Open the Chick-fil-A App. On the home screen, select "Rewards".. Your points screens displays. It shows points accumulated and how many points remain until moving to the next tier. Online 1. Visit Select Rewards on the left navigation bar.. The points accumulated to date will appear on the "Points" page.

18 View Rewards Through the Chick-fil-A App 1. Open your Chick-fil-A App.. Select Rewards.. Select My Rewards. 4. View your available Rewards and select Redeem on the reward you would like to redeem. 5. Select Add to mobile order OR Scan at the restaurant depending on your preference. If you choose scan at the restaurant, proceed to step Scan your QR Code during an upcoming visit to Chick-fil-A. Online 1. Visit Select Rewards.. Select My Rewards to view available rewards that can be added to a mobile order or redeemed by scanning at the Restaurant.

19 Redeem Reward Using Points Through the Chick-fil-A App Follow these steps to redeem an available reward using points: 1. From the Chick-fil-A App home screen, Select Rewards. 1. Select Redeem.. Select the item you want to redeem. 4. Tap "Redeem And Add To My Rewards". Once points are applied to a reward, customers have 0 days (including Sundays and holidays) to apply the reward to an order. Rewards can be redeemed via mobile order or by scanning the QR code at the Restaurant. 5. To add a reward to an order, go to the Rewards screen and tap "My Rewards". 6. Locate the desired item and press "Redeem". 7. Next, choose "Add To Mobile Order" or "Scan At The Restaurant". a. If you chose "Add to mobile order", proceed to add other items to your order and complete as prompted on screen. b. If you chose "Scan at the Restaurant", simply scan your Chick-fil-A One QR code in the Restaurant or in the drive-thru during an upcoming visit.

20 Redeem Reward Using Points Online Follow these steps to redeem an available reward using points online: 1. Visit and select Rewards from the left-hand navigation bar.. Select Add Rewards.. Select the item you want to redeem Tap "Add To My Rewards". Once points are applied to a reward, customers have 0 days (including Sundays and holidays) to apply the reward to an order. Rewards can be redeemed via mobile order or by scanning the QR code at the Restaurant. 5. To add a reward to an order, go to the Rewards screen and tap "My Rewards". 6. Locate the desired item and press "Redeem". 7. Next, choose "Add To Mobile Order" or "Scan At The Restaurant". a. If you chose "Add to mobile order", proceed to add other items to your order and complete as prompted on screen. b. If you chose "Scan at the Restaurant", simply scan your Chick-fil-A One QR code in the Restaurant or in the drive-thru during an upcoming visit.

21 Redeem Rewards Through the Chick-fil-A App 1. Open your Chick-fil-A App.. Select "Rewards" then My Rewards.. Select Redeem under the desired item you wish to redeem. 5. Choose to "Add to mobile order" or "scan at the restaurant" to redeem.

22 Redeem Rewards Online 1. Visit Select "Rewards" then My Rewards from the left-hand navigation bar.. Select Redeem under the desired item you wish to redeem. 5. Choose to "Add to mobile order" or "scan at the restaurant" to redeem.

23 View Points Through the Chick-fil-A App 1. Select Rewards from the home screen. View your points on the first screen that appears, Points. The accumulated points to date will appear on the screen. Online 1. Visit Select "Rewards", then "Points" on the left-hand side of the screen.. The accumulated points to date will appear on the screen.

24 Place a Catering Order 1. Visit Sign into Chick-fil-A One by selecting Sign-In in the top navigation bar.. Select the Order Food button. 4. A prompt displays. Select whether the order is a personal or catering order. For a catering order, choose Order Delivery or Order Pickup. a. For pickup orders, enter your address and select Find Restaurants. Select a Restaurant from the list. Choose a pickup date and time and press Continue. b. For delivery orders, enter the address, along with the office suite/ floor, if applicable, where the order should be delivered. Press Continue then select the desired Restaurant from the list. 5. Enter the Order date and time and press Continue. 6. The menu displays, select desired items and Add to order 7. When finished, press the Bag icon at the top-right of the screen. 11. Enter the contact information and select continue. 1. Press Add Credit Card. Enter payment information or confirm the stored information. Select Done. 1. Confirm all details of your order. Select Place Your Order Now to submit. 8. Review the order details and then select Proceed to checkout. 9. Enter the number of people to be served. 10. Select Continue.

25 Change Address 1. Visit Select Edit profile on the left-hand side of the screen, then Edit next to your address.. Select Change to update your primary address. From here, you may update your address to any address that is not currently associated with another Chick-fil-A One account. NOTE An verification link will be sent to the new address on your account. Please know that the address on your account will not be changed until you verify your new address. The link in the will expire after 4 hours. If you do not receive the verification , please check your spam folder and ensure you typed your new address correctly. If for any reason you would like to undo this change, you may click on the reset link in an sent to your old address, which will undo the change. The link in this second will expire after 7 hours.