Why a customer is not getting your messages

A customer swears they never saw your offer. Qtap tells you part of the answer in two places: the Push column on the Members list, and a status banner on that customer’s profile.

The Push column

Open Members. The Push column sits between Last Active and the row menu. Hover a bell and Qtap names the state: Push notifications enabled or Push notifications not enabled. On a phone the column folds into the stacked line under the customer’s name, where it reads Push: Enabled or Push: Not enabled.

The banner on a profile

Open a customer from the row menu’s View Profile. Under their details sits a banner in one of two states. If the customer has muted your business, the green banner gains an amber Muted your notifications chip and the bell badge on the avatar turns amber. A mute is set by the customer inside the Qtap app, one business at a time. You cannot set one or clear one.

When you cannot send at all

With push off, Send Notification on the profile is greyed out. The row menu on the Members list does the same thing: Send Notification is replaced by a disabled Push not enabled item.

What the green banner does not tell you

Four things have to line up before a campaign or a one-off push reaches a phone:

1. A registered phone. The customer installed the Qtap app and signed in on a device. Someone who joined by scanning a QR code at your counter has a Qtap account with no app behind it.
2. Push switched on. This is the one the banner and the Push column read.
3. Suggestions & offers switched on. A separate switch in the customer’s own app settings, described there as Nudges and merchant campaigns. It starts off, so a customer has to go and turn it on before any campaign can reach them.
4. Your business not muted.

Because the third switch starts off, most of your customers will not get a campaign on their phone until they turn it on. That is the usual reason a send shows a healthy member count and a low delivered figure.

Receipts always get through

The message Qtap sends when a customer earns a stamp, earns points, finishes a card, redeems a reward or has their balance corrected is a receipt for something they just did. Preferences and mutes do not silence it. A receipt needs only the first two checks.

A quiet phone is not a lost message

Whatever the outcome, Qtap writes the message into the customer’s in-app inbox. Someone whose phone stayed silent still sees it the next time they open the app. That is also why your send can report a recipient it never rang.

What you can do about it

Nothing in the dashboard turns push on for someone else, clears a mute, or flips their offers switch. Those are the customer’s to set, in Account → Settings in the Qtap app. Ask at the counter when it matters. There is no way to stop messaging one customer either. Campaigns go to a whole audience, so the way to leave someone out is to pick an audience they are not in.