Can customers keep the stamps they have already earned?
Yes, provided the business defines a transfer policy and checks each paper card. Moving to a digital loyalty card should not make a regular customer start again. This is a merchant-controlled process: taking a photograph does not automatically import paper stamps into Apple Wallet or Google Wallet.
For a café, bakery or salon in France or Belgium, start with a transition period and a rule the whole team can explain.
Set the policy before displaying the QR code
- Where possible, keep the same reward and completion threshold during the transition.
- State when new cards become digital and separately explain how existing paper cards will be honoured.
- Assign someone to verify paper cards and authorise balance corrections.
- Record the transfer so a customer can understand a later correction.
Illustrative example: a customer has 6 stamps out of 10. If the digital programme has the same rules, transfer a balance of 6. If you change the threshold or reward, explain the conversion first: the old and new promises may not have the same value.
At the counter: transfer each card once
The customer presents the paper card and opens your Goodly link or QR code. They confirm adding the digital card to the compatible Wallet on their phone. Check the customer record before transferring a balance; creating a second record makes tracking harder.
Compare the visible stamps with the balance being transferred. Once approved, mark the paper card as transferred or collect it with the customer's agreement. Record why the balance was corrected. The same paper card must not trigger another transfer on the next visit.
With Goodly, the digital card is linked to the customer record. A balance transfer requires a human check; it is not an automatic import from a photograph.
Prepare answers to awkward cases
| Situation | Policy to prepare |
|---|---|
| Completed paper card | Honour the promised reward before starting a new cycle. |
| Two partly completed cards | Decide whether balances can be combined and apply the rule consistently. |
| Lost card | Check available evidence instead of inventing a balance. |
| Customer prefers paper | Explain the transition option offered by your business. |
What should the team say?
Try: “We're moving to a card on your phone. Bring your old card and we'll check the stamps you've already earned together.” Display a readable QR code, the transfer conditions and a contact person. Do not promise an instant transfer when staff approval is needed.
Before launch, test an empty card, a partial card and a completed card. Check that a redeemed reward cannot be given a second time.
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