FAQ
Questions worth asking.
What it costs, how it runs at the counter, and what happens when the trial ends. If the answer you need is not here, write to us and we will add it.
Do my customers need to install an app?
No. They scan the code on your counter and the card is saved to the wallet already on their phone. No download, no account, no password.
What does it cost?
Solo is NZ$9.99/month for a single venue. Business is NZ$14.99 per venue/month. Engage is an optional add-on at +NZ$9.99 per venue/month. We’re opening it shop by shop, from three months after a programme goes live. Every new account starts with a 30-day free trial, with no credit card needed. The trial starts the day you go live. There are no recurring charges for customers, cards, stamps, rewards or QR scans.
Which plan am I on?
One venue is Solo. Two or more venues is Business, priced per venue. If you start on Solo and open a second venue, we move you to Business rather than charging you for one shop while you run two.
Can I run more than one shop on the same account?
Yes. Custback Business supports multiple venues under the same business account, with one dashboard across your locations. Staff are assigned to the venues they work at, every stamp records which venue it happened at, and you can compare branches.
Are campaigns included, or are they Engage?
Campaigns are part of Engage, the optional add-on at +NZ$9.99 per venue/month. Your loyalty card — stamps, rewards, your branding, the QR sign-up — works on its own without it. We’re opening Engage shop by shop. Once it’s open for yours, you can add it from three months after your programme goes live, because choosing who to reach by how they have been visiting needs that history first.
A campaign gives bonus stamps at the counter — for example two stamps a visit on quiet afternoons, or for members who have stopped coming. It doesn’t send emails, texts or notifications. On Google Wallet the offer is written on the card; on Apple Wallet the customer sees the extra stamps.
What happens when the free trial ends?
Nothing is charged during the trial. We email you 15, 7, 3 and 1 days before it ends.
We’re switching billing on shop by shop, and until it’s on for your shop there is no card to add and nothing is charged. If your trial ends before then, your existing venues carry on issuing stamps, enrolling customers and redeeming rewards. Adding new venues waits until billing is set up for your shop.
We’ll let you know before billing is switched on for your shop. If you decide against Custback and never added a card, there is nothing to cancel.
Which wallets does the card work with?
Custback supports both Google Wallet and Apple Wallet, so customers can save their loyalty card to the wallet on their phone. A web card is also available when needed.
How does a staff member add a stamp?
They open the scanner on any phone or tablet, sign in once, and scan the customer’s card. The stamp lands immediately and the customer’s card updates on its own shortly after.
What if someone forgot their phone?
Every customer has a short card number they can read out. Staff type it in and the visit still counts.
What happens when a card is completed?
The reward becomes available and the card says so. Staff redeem it at the counter, and the next card starts. By default, stamps collected past the target carry over, so a customer is never punished for coming back early.
What if a staff member makes a mistake?
Nothing is deleted. A manager reverses the entry and the correction is recorded alongside the original, so the history stays honest and the balance is right.
Can I use my own colours and reward?
Yes. Your colours, your logo, your reward, how many stamps it takes, and your own conditions. The card in your customer’s pocket carries your name.
What happens if the internet drops at the counter?
The scanner needs a connection to record a stamp, so a customer would have to be stamped once it is back. Nothing is lost or double-counted: a stamp is only recorded once it has been written down.
Does the customer’s card update straight away?
The counter confirms instantly — that is what your staff and the customer see. The card in the wallet follows a moment later, because that last step belongs to the wallet provider rather than to us.
Can a customer use one card at several shops?
No, and deliberately. Each shop’s card is its own. What a customer does carry across is a single membership number, so they do not have to remember a different one for every shop — but no shop can see another shop’s stamps or customers.
Does Custback work with my POS?
Custback runs independently of your point-of-sale, so you can start without changing or replacing anything your team already uses. Stamps are added by scanning the customer’s card on any phone or tablet. There is no POS integration to install, and if you want Custback wired into your own systems, talk to us about what you need.
How long does setup take?
You get a working 10-stamp card the moment you sign up. Naming the reward, adding your logo and picking a colour take a few minutes more, and then the counter code is ready to print.
Who owns the customer data?
You do. We store and process it to run your program and nothing else — we do not sell it and we do not advertise with it. Ask us and we will export or delete it.
Can I take my data with me if I leave?
Yes. Ask and we will export your customers and their stamp history, or delete it. It is your list.