The O2O Redemption app allows customers to purchase products on your online store and receive a QR code via email. They can then visit your retail store and present the QR code to complete the redemption. This feature is suitable for scenarios such as exhibition tickets and course-based products.
⚠️ Before you start, please be reminded:
- To use QRedeem, please contact the Online Merchant Success Team and complete an application form to activate it.
- The installation process requires sender identity verification for the redemption email. A verification email will be sent from no-reply-aws@amazon.com with the subject line "Amazon Web Services – Email Address Verification Request in region Asia Pacific (Singapore)". Please click the link shown in the image below within 24 hours to complete the verification.
This article will cover the following:
1. Redemption settings
Complete the application form provided by your online consultant and select the following feature settings. For more detailed settings, please contact your online consultant.
i. Custom email content
You can customize the store logo, header greeting, and footer contact information within the QR code email.
ii. QR code generation settings
Select the unit for generating QR codes (one option only):
- By "Order"
- By "Product"
Select when QR codes are generated (select between "Payment Status" or "Delivery Status"):
- When the "Payment Status" updates to "Paid", the system will email the customer.
- Customize the "Delivery Status" updates to "Shipping", "Shipped", or "Arrived", and the system will email the customer.
*Note:
- If you need to customize the QR code generation conditions, please notify your online consultant when installing the app.
- Once the QR code is generated, the order status will automatically update to "Confirmed", and the delivery status will update to "Arrived".
- After the QR code is redeemed, the order status will automatically update to "Completed", and the delivery status will update to "Collected".
iii. QR code expiry date
Only one option can be selected for the entire store.
- Fixed expiry date
- Expire after n days from QR code generation
iv. Redemption method
Only one option can be selected for the entire store.
- Staff login redemption (Requires individual permission setup for each staff member. Staff only need to log in once to process multiple redemptions for customers.)
- Store brand password (Set a unique redemption password. Staff do not need to log in, just enter the password to process customer redemptions.)
*Note: If you select the "store brand password" method, QR codes can only be generated by product.
v. Delivery method
Only one option can be selected for the entire store.
- Store Pick-up (You can assign multiple store locations under the same delivery method.)
- Custom (You cannot assign multiple stores under the same delivery method, but you can create multiple custom delivery options.)
2. Redemption process
Step 1
The customer places an order on your online store and selects the O2O Redemption delivery method you have configured.
Step 2
Once the "Payment Status" or "Delivery Status" updates to the specified status, the system will send a QR code email to the customer.
Step 3
Staff do not need to download a specific app and can use any device with QR code scanning and internet access. The redemption process is as follows:
- Staff enter their account and password to log in to the O2O Redemption system.
*Note: If you select the "Store brand password" redemption method, staff do not need to log in.
- Staff scan the QR code to view the order details.
- Scroll down to review product details, enter the quantity to redeem, and tap REDEEM PRODUCT.
*Notes:- If you select the "Store brand password" redemption method, staff will need to enter the password at this step.
- This feature supports partial redemption. If the customer purchased more than one unit, redemption can be completed in multiple visits.
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Staff can add remarks for each redemption.
- Successful redemption window.
- Once redemption is complete, the product status will change from “Unredeemed” to “Redeemed”.
Step 4
After a full redemption, the customer will receive a "Completely redeem" email.
For partial redemptions, they will receive a "Partial redeem" email.
3. O2O Redemption admin management
Click this link to access the O2O Redemption admin. After logging in with your account and password, you can perform the following operations:
i. Basic Operations
- Click the
button in the upper left corner to expand/collapse the menu.
- Click the language name in the upper right corner to switch the system language (Traditional Chinese and English are currently supported).
- Click Change Password in the upper right corner to modify your password.
- Click Logout in the upper right corner to exit the system.
ii. Order List
A. Search Bar
The order list page displays order number, customer name, contact information, redemption branch, and other details. You can use the search bar to find orders by "Range", "Order Number", "Email", or "Phone".
*Note: The "Contact Info" field synchronizes with your online store admin. Delivery remarks will also appear here.
B. Export Order Reports
Click the Export button in the upper right corner, select export conditions, and export detailed order reports to a specified email.
C. Related Actions
Click Check Records on the right to see redemption records, or click Resend to resend the QR code email to customers.
D. Redemption Status
Click thebutton on the left side of the order to expand the redemption status. You can click Redeemed, Unredeemed, Partially Redeemed, or Reverted under the "Status" column to access the redemption page.
iii. Redemption Record
A. Search Bar
The redemption record page displays order number, customer name, product information, redemption quantity, and other details. You can use the search bar to find orders by "Range", "Order Number", "Email", or "Phone".
*Note:
- The "Contact Info" field synchronizes with your online store admin. Delivery remarks will also appear here.
- The "Remark" field is entered by the staff during redemption.
B. Export Redemption Record
Click the Export button in the upper right corner, select export conditions, and export detailed order reports to a specified email.
C. Related Actions
Click the Revert button on the right to reset the redeemed orders to "Reverted" status. Once reverted, the order can be redeemed again.
iv. Account
The account management page displays administrator and staff account information. Click Add to create new accounts, or Action to adjust permissions.
*Note: O2O Redemption accounts are separate from your online store’s administrator settings and need to be set up independently.
When adding a new account, you need to fill in the account, password, role, status, and email. The account roles are distinguished as follows:
- Admin: Possesses redemption and management permissions and can change the O2O Redemption admin settings.
- Staff: Only possesses redemption permissions (can be set for individual branches) and cannot change the O2O Redemption admin settings.
v. Settings
A. Expiry Day
You can modify the QR code expiry date. The setting option is based on the "QR code expiry date" you have set.
You can also set an individual expiry date for each product’s QR code. Go to [Products & Categories] > [Products] > Edit > Product Feed Data, and find the "MPN" field under the "Product Information" section. Then, enter the value according to the following examples:
- Fixed expiry date: Enter the specified date in the MPN field using the format "DYYYYMMDD". For example, to set the QR code to expire on 31 December 2026, enter "D20261231" in the MPN field.
- Expire after n days from QR code generation: Enter the number of days in the MPN field using the format "Rn". For example, to set the QR code to expire 10 days after it is generated, enter "R10" in the MPN field.
*Note: The QR code expiry date logic "Fixed expiry date" or "Expire after n days from QR code generation" is set when you install the app and cannot be changed via the MPN field. Please enter the value according to the original setting.
For example, if the expiry date is set to "Fixed expiry date", only the "DYYYYMMDD" format is valid; entering the "Rn" format will result in an error.
B. Offline Shop Data Sync
Click Select the branches, choose the stores you want to synchronize data with, and click Save in the upper right corner.
*Note:
- The branches here refer to the O2O Redemption delivery methods you have set up, not the retail stores.
- If no branch is selected, the system will not send the redemption QR code email.
4. Notes
- If the order status is updated to "Completed", "Cancelled", or "Refunded", the QR code will automatically become invalid and can not be redeemed.
- If a QR code has expired, staff with specific permissions can still force a redemption. In such cases, the system will highlight the button in red as a reminder for staff. Please contact the Online Merchant Success Team for more details.
- After generating a QR code, O2O Redemption will automatically add an "O2O" order tag in the SHOPLINE Admin. You can use this tag to filter O2O Redemption orders.
- If the "Email" field under [Orders] > [Order customer details] is updated after the order is created, QReedeem will automatically resend the QR code email.
- O2O Redemption currently does not support product sets. If you select the "by Product" QR code generation setting, O2O Redemption does not support add-on items or free gifts.
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Once O2O Redemption is set up, if you need to change the QR code generation method, expiry date, or delivery method, please ensure all existing QR codes have been redeemed. Otherwise, it may affect previously sent codes and make them unusable. To ensure a smooth customer experience, we strongly recommend running a full test after setup and confirming everything works correctly before officially enabling the feature.
- O2O Redemption is an app designed specifically for online stores and differs from retail stores' POS systems:
- You can apply for O2O Redemption without a POS subscription.
- The product inventory for redemption is based on online store stock, not retail store inventory.
- The QR codes generated by O2O Redemption can be scanned using standard mobile phones, tablets, or computers. Please note that POS barcode scanners are not supported.
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