Forgotten email associated with account

If a customer doesn’t know the email they used to register, you will need to use the search feature in the admin tool. Ask the customer to provide emails that they may have registered with and use the search functionality to find the account. Be aware of common typos such as @gnail or .con when searching for users.

Delete/Update Account

If an account needs to be deleted or updated, you can do so by searching the email associated with the account in the admin tool. You can edit the account from there.

Troubleshooting band activation pre session

If the customer is unable to activate the band before a session, issue a new one. The QR code may be scratched or defective.

If for some reason the user’s device is not able to scan the QR code, you can activate a band via the admin tool by searching the users email, viewing their account, and clicking ‘Add Band’. When prompted, input the 8 digit RFID code located next to the QR code on the band.

NOTE: Customer bands must be activated on the same day as the customer’s session. We highly recommend customers activate the band prior to the session. This will ensure the videos sync to the customer’s account. If the customer comes back or calls in at a later date, you will need to reach out to support@surfparksessions.com for assistance.

Troubleshooting band activation post session

If the user is unable to activate their band with a device, you can activate a band via the admin tool by searching the users email, viewing their account, and clicking ‘Add Band’. When prompted, input the 8 digit RFID code located next to the QR code on the band.

If the user has lost their band after a session and has not activated it, you will need to reach out to support@surfparksessions.com.

NOTES:

If a user discards or loses a band after a session, we may not be able to reconcile videos to their account.

Customer bands must be activated on the same day as the customer’s session. We highly recommend customers activate the band prior to the session. This will ensure the videos sync to the customer’s account. If the customer comes back or calls in at a later date, you will need to reach out to support@surfparksessions.com for assistance.

Troubleshooting band activation when a user has left the park

If a user has not activated the band and has left the park, they can still do so by scanning the band QR code which will prompt them to log in to their account (they must activate the band on the same day of the session or they will lose their videos). The QR code will be located on a tag or under the face of the band. They must log in when prompted to successfully activate the band.

NOTES:

If a user discards or loses a band after a session, we may not be able to reconcile videos to their account.

Customer bands must be activated on the same day as the customer’s session. We highly recommend customers activate the band prior to the session. This will ensure the videos sync to the customer’s account. If the customer comes back or calls in at a later date, you will need to reach out to support@surfparksessions.com for assistance.

 

Stripe

Payments

Upon signing up for the Surf Park Sessions Platform, you should have gone through the Stripe Standard Account flow. To access all of the payments that occur via the in-app-purchase flow, log in to your stripe connected account here:

Click Payments in the navigation bar. Here you can view all of the payments and their meta data.

Park operators are responsible for handling payment disputes. Follow along to access customer payment information:

1. In the search bar input the last 4 digits of the card that was charged or the customers email.

2. Filter by the charge date or amount in question.

3. Refer to the payment being disputed.

NOTE: Disputed charges in Stripe are usually blocked from any action if the user has reported to their bank via official disputes process. If that is the case you may not be able to refund the charge if officially disputed.

Coupons

There are two use cases where coupons need to be generated:

Creating 100% off codes for group buyouts and VIPs

If a group pays upfront for sessions + video capture in bulk, you can create a coupon code at 100% off to make sure all of the guests can unlock their videos without pulling out their credit cards. Also, if you have guests that you want to waive the fee all together, you can provide them a 100% off coupon for redeeming videos. Note: These codes must be used in the redemption part of the check out experience (see screenshot below). The need for this is due to stripe’s minimum transaction fee.

To Create a new 100% Coupon:

1. Click Products in the navigation bar.

2. Click Coupons under Products on the left hand side.

3. Click + New in the upper righthand corner.

4. Enter the name of the coupon (e.g. Friends and Family).

5. Choose type: Click Percentage discount and fill in 100

6. Toggle Use customer-facing coupon codes to on

   1. Specify the name of the code (this is what customers will input when redeeming)

   2. Customize the coupon to your needs by clicking the radio buttons of the different settings. These include:

      1. Eligible for first-time order only

      2. Limit to a specific customer (you will need to know the email of the associated customer; if existing you can look up the email, if not you will need to add them and make sure they use that email when redeeming the code)

      3. Limit the number of times this code can be redeemed (set a limit so people don’t share the code out with others; this limit could be the total sessions pre-purchased by the group or individual)

      4. Add an expiration date

7. Click Create coupon. Your coupon is now active.

Percentage discounts on video capture.

If you want to provide a certain percentage discount on video capture you can do so with coupon codes. These codes can be redeemed when a customer inputs their credit card.

To Create a new percentage based Coupon (under 100%):

1. Click Products in the navigation bar.

2. Click Coupons under Products on the left hand side.

3. Click + New in the upper righthand corner.

4. Enter the name of the coupon (e.g. Friends and Family).

5. Choose type: Click Percentage or Fixed amount discount and fill in value (must be under 100%)

6. Toggle Use customer-facing coupon codes to on

   1. Specify the name of the code (this is what customers will input when redeeming)

   2. Customize the coupon to your needs by clicking the radio buttons of the different settings. These include:

      1. Eligible for first-time order only

      2. Limit to a specific customer (you will need to know the email of the associated customer; if existing you can look up the email, if not you will need to add them and make sure they use that email when redeeming the code)

      3. Limit the number of times this code can be redeemed (set a limit so people don’t share the code out with others; this limit could be the total sessions pre-purchased by the group or individual)

      4. Add an expiration date

7. Click Create coupon. Your coupon is now active.

Access/manage/delete coupons

Log in to your stripe connected account here.

1. Click Products in the navigation bar.

2. Click Coupons under Products on the left hand side.

3. Here you can see a table of all coupons. Click into them to see the customers who have redeemed