Frequently Asked Questions

To increase self-serviceability and empower our users, we’ve composed a list of frequently asked questions for Hifyre Products.

Order Inquiries

A customer claims to have placed an order online or from the app but I do not see the order on the POS.  Is there somewhere I can look for the order?

There are times where the order has been created online or via the app but the receiving POS does not process it properly and the order ends up in a failed state.

You can check for the order in Clienteling and verify the status of the order. There are two ways in which you can do this, through Active Orders, or the Customer’s Profile:

Active Orders

• In Clienteling, look at all Active Orders for your store

  • Navigate to Orders

  • Select Active - Online

Customer’s Profile

• In Clienteling, look at the Active Orders for the specific member

  • Navigate to Customer’s Profile

  • Select Orders

  • Select Active - Online

A customer claims they have been double charged or charged multiple times for an order. How can I better understand what occurred with the customer’s payment history? 

To get a better understanding of what occurred with the customer’s payment history, you can navigate to the customer’s profile in Clienteling, and view Support.

Support provides a picture of how the customer interacted with Hifyre.

• Navigate to Clienteling

• Select the Customer’s Profile

• Go to Support > Orders

• View the logs for Errors and Error Codes

Note: Failed authorizations such as insufficient funds, error with credit card information (CVV), may sit as a pending charge until the customer’s bank reverses it. Hifyre has no control over the removal of pending authorizations from a statement.

A customer claims that they have pre-paid for the order. My POS is showing that they have not. How do I validate if an order has been pre-paid or not? 

You can validate if an order has been paid for in a few steps:

• Navigate to Clienteling

• Go to Orders: Active - Online

• Open the order in question

• If the field PAYMENT STATUS = Paid displays, then order has been pre-paid 

• If the PAYMENT STATUS field is hidden, then the customer has not pre-paid for the order

I charged a customer for a pre-paid order in-store, as it did not display as paid on the POS. How do I refund a customer being charged twice?

To refund the original payment on the order you will need to email the order details to help@hifyre.com   Needed details are:

• Brand + Store Name

• Customer Name

• Customer ID (Clienteling ID and/or email address)

• Order Number + Date

• Confirmation of tender type in store

Does cancelling online orders in Greenline issue a refund?

Cancelling an online order does NOT issue a refund. In order to ensure a refund is processed against the original transaction and no manual intervention is needed, follow these steps: 

• Complete the order

• Refund the order on the POS

You cannot cancel a paid order in Cova.

How can I refund an order?

If the order has not been picked up:

• Complete the order

• Refund on the POS

If the order was previously completed/picked up:

• Refund on the POS as per normal process

If the order was accidentally cancelled on the POS instead of being completed:

• Refund in Clienteling

• This does not update inventory in the POS, it just manually pushes the refund for the customer.

Profile Inquiries

How do I merge an account?

You can merge accounts in Clienteling. We merge by selecting the account that won't remain, and merging it into the surviving account. Strong suggestion to merge into an account that has been logged in and or has completed profile information.

• Navigate to Clienteling

• Select the Customer’s Profile that is intended to be merged (i.e., will not remain as the active account)

• Go to Profile > Actions > Merge

• Select the Customer’s Profile that you want to merge into (i.e., will remain as active account after merge)

• Confirm Merging of accounts

Note: Merging of accounts cannot be undone. The invoice history of the current customer will be transferred to the selected customer. All personal details of the merged customer will be anonymized.

How to correct misspelling of names and how to change an email on the account?

Budtenders can update names and emails of customers in Clienteling. 

• Navigate to Clienteling

• Select the Customer

• Open their Profile > Customer Details

• Select Edit

• Save Changes

Customers can update their names through the application, or online. They currently do not have the ability to update their own email address.

An account is displayed in Hifyre, but not in my POS. How can I push this account to my POS?

Opening the account in Clienteling will automatically push the profile to the POS. This will take place immediately.

I have an account in my POS that is not displayed in Hifyre. How do I push this account to Hifyre?

Send an email to info@spark-rewards.com with the following information:

• Customer Name

• Email

• Phone Number

• Store/Banner

How do I add/remove an employee distinction to a profile?

The status of Employee Distinctions are refreshed on a weekly basis, every Tuesday morning. Wait until the next Tuesday for updates to be reflected.

Note that the Employee Distinction is added to a user’s personal email, that is submitted to Dayforce upon onboarding.

Access to Hifyre

How do I reset my Hifyre password?

If your login is managed by IT - log in via SSO access - send your request through SysAid for password resets.

If you directly sign in, you can reset your Hifyre password directly through the sign-in page. 

If your Hifyre username is not your active email, you can send an email to help@hifyre.com 

Loyalty Inquiries

How many times can someone receive points for recycling? How many items can a customer recycle at once?

A customer can receive 50 points for recycling, two times per week. They can recycle as many as they wish at once. This counts as one recycling event. 

Additionally, 25 points can be rewarded for using a reusable bag, once per day. 

A customer is claiming that they did not receive their points from an in-store purchase.

Points from in-store purchases made through the POS are allocated the next day, as Hifyre syncs to the POS on a nightly basis.

Points from orders made from Hifyre products (app, website, clienteling) are automatically applied.

A customer did not receive their discount birthday code.

Budtenders can validate within Clienteling if a customer has received a birthday code. Here are the steps to diagnose if they have received a birthday code.

• Navigate to Clienteling

• Select the Customer

• Check that they have a birthdate in their profile

  • If there is no birthdate in their profile, a discount code will not be sent

• Check Support > Emails to see if a Birthday email was triggered

  • If it was triggered, tell the customer to check their spam folder

  • If no email was triggered, send an inquiry to info@spark-rewards.com 

How does awarding 1000 points via Refer-A-Friend work?

Refer a friend works through the following flow:

• Existing user (Referrer) refers a friend (Referrred) through sharing their personal code
  (Note - we have moved away from phone numbers, and that the referred friend must not be an existing member of Spark Rewards)

• Referred friend signs up for Spark account with using personal code and completes a purchase

• Referrer and Referred both receive 1000 points

Discount Code Inquiries

Customers' discounts were marked as used, when the order was cancelled/failed. How do I replace the code?

Reach out to info@spark-rewards.com with the necessary context regarding the situation. They will be able to replace the discount code.

A customer could not apply their discount code to items on sale, and now they think they have lost their code.

Hifyre has implemented best product pricing, which ensures that the customer gets the better deal between discount codes and sale prices.

• Discounts will only apply if the discount produces a lower price than an item on sale. 

• Discounts do not stack on sale prices.

• A discount should remain in the customer’s account if it is not used. As long as a discount code applies to one product in the cart, it is considered as used.

Delivery Questions

A delivery order is not showing in Onfleet - What do I do?

• Check the unassigned section in Onfleet. If they show up there, ask the store manager to check that the Team field is configured correctly in Shop Manager.

• If the order is unassigned, move the order to the correct team in Onfleet.

• If the order does not appear in Onfleet at all, create a manual task.

Customer inputted incorrect delivery address. How do I update the order?

You cannot. Complete the original order, refund it.  Ask the customer to re-submit.

I have an urgent cannabis delivery question. Who do I email?

cannabisdelivery@fikacompany.ca 

Products

A product on e-commerce/the app is displaying incorrect details or images.

Please email purchasing@fireandflower.com. Please send the following:

• Product Name

• Banner/Shop

• Product UPC

A product is not displaying the promotional price.

Please email purchasing@fireandflower.com - they need to validate that the discount is active.

I’ve just received new products but it is not showing in Hifyre Clienteling, E-com or the App.

For existing products, with new inventory - we sync to the POS quantity every 10 minutes.

We complete full syncs to the POS on a nightly basis.

We sync to the POS to update products and product pricing on a regular basis.