Self-Service Configuration Options
Self-Service Configuration Options
Self-service claims allow customers to submit their own point or punch card claims without staff involvement. As an admin, you control exactly what information is required and how claims are verified.
Enabling Self-Service
Go to Rewards Settings and toggle on Self-Service Claims. Once enabled, the self-service claim form becomes accessible to your customers.
Reward Types for Self-Service
Choose which reward types customers can claim:
| Reward Type | Description | Use Case |
|---|---|---|
| Points | Customers submit claims to earn points | Receipt-based earning |
| Punch Cards | Customers submit claims to earn punches | Visit-based programs |
You can enable one or both depending on your program design.
Verification Settings
PIN Code Protection
Set a PIN that customers must enter before submitting a claim:
| Setting | Details |
|---|---|
| PIN format | Numeric, typically 4-6 digits |
| Distribution | Share in-store (on receipts, signage, etc.) |
| Purpose | Ensures only in-store customers can claim |
| Can change | Yes, update anytime in settings |
💡 Tip: Change your PIN periodically and distribute it only to in-store customers to prevent abuse.
Photo Requirement
Require customers to upload a photo of their receipt or invoice:
| Feature | Details |
|---|---|
| Required/Optional | Configurable toggle |
| File types | JPEG, PNG (camera or gallery) |
| Staff view | Full-resolution image in review queue |
| Purpose | Evidence for manual claim verification |
When enabled:
- Customers must attach a photo before submitting
- Photos are visible to staff during claim review
- Supports pinch-to-zoom in the review interface
- Significantly reduces fraudulent claims
Invoice Fields
Require specific invoice details for verification:
| Field | Type | Purpose |
|---|---|---|
| Invoice Number | Text input | Cross-reference with your records |
| Invoice Date | Date picker | Verify purchase timing |
💡 Tip: Enable both invoice fields for maximum verification. Staff can cross-reference claim details against your POS records.
Custom Claim Fields
Add up to 5 custom fields to the claim form:
| Field Type | Input | Example Use |
|---|---|---|
| Text | Free-form text | "What did you purchase?" |
| Number | Numeric input | "Purchase amount" |
| Date | Date picker | "Service date" |
| Select | Dropdown menu | "Product category" |
Each field can be marked as required or optional.
Approval Modes
Self-service claims can be processed in three ways:
| Mode | Behavior | Best For |
|---|---|---|
| Staff Approval | All claims require manual review | High-value programs, fraud prevention |
| PIN Auto-Approve | Claims with correct PIN approved instantly | Trusted environments with PIN distribution |
| Auto-Approve All | All claims approved immediately | Low-risk programs, maximum convenience |
Choosing the Right Mode
High fraud risk? → Staff Approval
Moderate risk + PIN in-store? → PIN Auto-Approve
Low risk + convenience priority? → Auto-Approve All
⚠️ Important: Auto-approve modes should only be used if you have other fraud prevention measures in place (e.g., PIN distribution, photo requirements).
Self-Service Claim Form
The customer-facing claim form is accessible at:
yourdomain.com/{org-slug}/claim
The form dynamically shows only the fields you've enabled (PIN, photo, invoice fields, custom fields).
Monitoring Claims
Pending claims appear in:
| Location | Details |
|---|---|
| Staff Dashboard | Dedicated pending claims section |
| Main Dashboard | Badge counter with pending count |
| Bottom Tab Bar | Red dot indicator (mobile) |
Best Practices
- Start with Staff Approval to understand claim patterns before enabling auto-approve
- Require photos for programs with high transaction values
- Use PINs as a lightweight verification layer
- Review claim patterns weekly to detect anomalies
- Keep the form simple — fewer required fields means higher submission rates
- Respond quickly — customers expect same-day processing for manual approval
Ready to get started?
Try Cockato for free and see how it can help grow your business.
Get Started Free