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💳 Pronto & Loyalty Card Replacement Operations

This runbook describes the procedure for replacing lost, stolen, or physically damaged loyalty cards while ensuring historical points balances and Member UUID anchors are permanently preserved.

1. Replacement Overview & Architecture

When a member reports a missing or defective loyalty card, staff must never create a duplicate partner account. Instead, use the Replace Loyalty Card Wizard.

flowchart TD
    Customer["Customer Requests New Card"] --> Lookup["Staff Locates Partner Profile via UUID/Phone"]
    Lookup --> OpenWizard["Click 'Replace Loyalty Card'"]
    OpenWizard --> ScanNew["Scan New Unallocated Card (CPLR...)"]
    ScanNew --> SelectReason["Select Reason (Lost / Stolen / Damaged / Typo)"]
    SelectReason --> Validate["Backend Validation:<br/>Is new card free?"]
    Validate -->|"Card Already Assigned"| Error["🛑 UserError: Card already registered"]
    Validate -->|"Card Available"| Execute["✅ Execute Replacement"]
    Execute --> AuditLog["1. Append to Replacement Audit Log"]
    Execute --> UpdateProfile["2. Update Active Card on Partner Profile"]
    Execute --> PostChatter["3. Post Deactivation & Activation Notice to Chatter"]
    Execute --> ProntoExport["4. Stage for Pronto POS Sync"]

2. Step-by-Step Replacement Instructions

  1. Navigate to the member's profile in Contacts.
  2. Verify member identity using their registered Mobile Number, Government ID, or Member UUID.
  3. Click the Action button and select Replace Loyalty Card.
  4. The wizard displays the Current Active Card Number.
  5. Input or scan the New Card Number:
  6. Number will automatically format with standard prefix normalization.
  7. Select the Replacement Reason Code:
  8. Lost / Misplaced
  9. Stolen / Theft
  10. Physically Damaged
  11. Correction of Administrative Typo
  12. Click Confirm Replacement:
  13. The previous card is deactivated immediately.
  14. All historical ledger points remain anchored to the member's permanent UUID.
  15. A notification is logged to the customer's Chatter.

3. Pronto POS Synchronization & Export

  • Replacement cards and new card bindings are scheduled for export to Pronto POS registers.
  • Staff can export the batch using Loyalty > Pronto Sync Wizard to produce the delta CSV required for offline store tills.