Frequently Asked Questions (FAQ) - Points
Yes, kindly refer to the Tango setup on How To Setup Item Rule.
- There are two ways to handle point adjustments for refunds or cancellations:
(i) Auto Adjustment: The IT team will need to link the tracking of refunds or cancellations. When a refund or cancellation occurs, points will be automatically deducted from the member’s account.
(ii) Manual Adjustment: To simplify the process, businesses can manually adjust points in the backend. For guidance, refer to the How To Adjust Points Manually section in Tango.
Yes, every points rule can set their limit on the number of points a customer can earn per transaction or per month. Kindly refer to Points Rule.
In the context of points, rewards can come in various forms, such as points, vouchers, or discounts. A voucher acts as a redeem platform, allowing customers to redeem their rewards, whether it’s for products, points, or discounts. In short, vouchers serve as the tool for members to claim their rewards.
No, a Loyalty Product is not required to create a Points Offer, unless you want to offer a free product.
Yes, IT support will be required for this. Alternatively, we can create Voucher Redeem Points specifically for certain tiers. For example, VIP members can use 200 points to redeem a free coffee, while normal members would need to use 400 points.
Please refer to How To Set Up Voucher Redeem Points with Target Audience for further instructions.
Yes, IT support will be required for this.
Yes, our team can provide this service for an additional charge.
You can set a start and end date for point expiry using the Item Rule to define the expiry date for points earned from specific product purchases. For detailed steps, please refer to the Tango guide on How To Setup Item Rule.
For more dynamic configurations, IT support will be required.
No, members cannot transfer their points to others.
Frequently Asked Questions (FAQ) - VMS
Seasonal Vouchers: Brands can set up seasonal vouchers to be automatically sent to eligible members for redemption during specific periods.
VIP Vouchers: When a member reaches a specific tier, such as VIP, the system can automatically assign VIP vouchers as a reward upon successful tier upgrade.
Cart Abandonment Vouchers: If a customer abandons their cart without completing checkout, the system can send a reminder with a discount voucher to encourage them to finalize their purchase.
Location-Specific Vouchers: Vouchers can be automatically sent to customers when they reach a specific location, making this ideal for businesses with multiple branches.
Please note, these settings are not available by default. Clients or brands must contact our IT team for development.
Yes, our team can create a custom report based on the specific metrics the business needs. We will need to understand the required metrics and how to calculate them so that our IT development team can build the report according to the business’s specifications.
External QR Code: These vouchers are imported via a third-party CSV file and can be tracked by the third-party system during redemption.
Internal QR Code: These vouchers are generated by our system’s backend, and no voucher data is imported from third-party systems.
In summary, external QR codes involve integration with third-party systems, while internal QR codes are managed solely within our system.
Yes, voucher stacking can be configured by our IT team.
Yes, this is possible. It can be configured using the time fields in CRM Product, including [Redeem Begin/Expiry Time] and [Use Begin/Expiry Time]. After these settings, our IT team can assist in completing the configuration.
Yes, here’s how:
1. Assign specific stores:
Go to CRM Product → [Applicable Stores] and either select the stores directly or upload their store codes.
2. Use brand or store tags:
In CRM Product → [Applicable Store Tags], choose the appropriate tags. If multiple tags are needed, use the “OR” option for the Store Tag Operator.
Note: Make sure to first create the relevant [TAG] in the system and assign it to the store’s details.
The External SKU is used to link a merchant’s pre-existing voucher code with our system. If the merchant already has a specific code assigned to their voucher, it can be connected through the External SKU. Once set up, our IT team collaborates with the merchant’s IT team to ensure proper integration and functionality.
Yes, it can be linked. However, this requires collaboration between our IT team and the merchant’s IT team to implement the integration.
Frequently Asked Questions (FAQ) - Gift Card
Yes, each auto-generated gift card is assigned an unique ID, which is displayed as a QR code on the front end. This ensures that every card is distinct and cannot be replaced or duplicated.
Yes, if the gift card balance is credited to the member’s E-Wallet, they can use a portion of it while keeping the remaining balance for future use.
Currently, only two types of gift cards can be created: Cash Value Gift Cards and Product Gift Cards. However, each type can generate hundreds of individual cards.
Yes, you can generate a batch of gift cards with unique IDs and print them on physical cards for sale. However, this requires assistance from our IT team to ensure proper setup and security.
Yes, scheduled gift card sending is supported, but it requires setup and configuration by our IT team.
No, we do not support refunds for purchases made with gift cards through the backend. Brands are encouraged to handle such cases independently to ensure inventory and financial records remain aligned. Please contact our IT team if you’d like to link these processes with your backend system.
No, gift card values are preset during the system development phase. If you’d like to enable custom values, IT configuration is required.
Frequently Asked Questions (FAQ) - Member Profiles
Yes. Customers can manage and update their profile details directly through the member app or portal.
The system does not automatically filter duplicates. During import, merchants must select the “Update” or “Create and Update” option.
- Yes. You can batch assign tags by navigating to:
Tags > Batch Assign Tag to Customers > Select Tag > Upload CSV File > Submit.
Please ensure the CSV file follows the required template.
We recommend choosing “Create and Update” to ensure new contacts are added and existing profiles are updated accordingly.
For step-by-step guidance, refer to Member Profile Import in the documentation.
By navigating to Master > + Actions, you can manage various aspects of a customer profile. Below is a breakdown of each available action:
Send Notification:
Send a pre-created notification to the customer via email or phone number (SMS, WhatsApp, and more). This notification must be pre-set by our IT Team.
Add Receipt:
Merchants can manually add a receipt to a customer profile for verification purposes.
Undo Verified Email/Mobile:
Remove the verification status of email or mobile that was completed during sign-up. This is done to ensure security (e.g. suspicious activity), data accuracy (e.g. duplicate accounts), and account management (e.g. mobile number change request).
Remove Customer:
Merchants can remove a customer from their database.
Lock Customer:
Merchants can lock a customer profile, preventing any changes such as redeeming rewards or changing passwords. The customer can still log in and view their account but cannot perform any actions.
Block Customer:
Merchants can block a customer from accessing their account completely, including login credentials.
Yes, the system supports real-time syncing with core modules such as the E-Commerce platform, Voucher Management System, and Points Program.
Additional integrations or modules may require IT configuration.
Yes. Custom attributes can be added to the sign-up form to collect industry-specific information.
Please note that this feature requires IT support for setup and configuration.
Yes, auto-tagging is supported, but it requires configuration by IT support.
Yes. Merchants can upload their Privacy Policy to the system and obtain customer consent in line with GDPR, PDPA, and other data protection standards.
Frequently Asked Questions (FAQ) - Store Settings
To assign a user to a store, follow these steps: Go to Settings → Navigate to Store → Select Store User → Click Assign Store → Choose the appropriate store.
Store access is necessary for a variety of functions, including:
– Logging into the admin panel of a specific store
– Validating vouchers
– Viewing offline orders and store-specific data
This feature allows merchants to manage permissions effectively, ensuring that users only have access to the stores relevant to their role. For example, a user assigned to Branch A will not be able to access the admin panel of Branch B.
There is no limit to the number of stores that can be added to an account.
Currently, the system does not support bulk assignment of stores. Merchants who require this function may contact the IT support team for assistance.
Yes. A user account can be granted access to multiple stores.
Yes. In the KlikNGo backend system, the term “store” is equivalent to “branch.” For example, Store A and Store B refer to Branch A and Branch B, respectively.
Frequently Asked Questions (FAQ) - User
Inherit Access means that when a user with inherited access to specific features creates another user, the newly generated user will automatically inherit access to those same features.
For example, if User A has inherited access to reports in the CRM system, any user created by A will automatically have access to the reports as well.
However, Edit Access does not automatically pass down. It must be granted manually to each user.
Locked: The user account is temporarily disabled manually by an admin. The user cannot log in until the account is unlocked. This status is typically used when suspicious activity is detected and the account is locked for investigation. It can be reversed by an admin.
Inactive: The user account is deactivated and cannot be used. This status is commonly applied when a staff member leaves the organization or the account is no longer needed.