Front Flip Support

What is the Front Flip Mobile App?

With the free Front Flip app on your iPhone or Android, you can scan the Flip Code at restaurants, shops and other places to unlock a Digital Scratchcard. Then "scratch" or rub the screen with your finger to see if you've won a prize. It's just like a lottery scratcher, but right on your phone.

 You can also receive gifts from the places where you've scanned as a "thank you" for your business. All of your prizes and gifts are stored for you in the Front Flip app, so you don't have to search for an email, text message or loyalty card to redeem. You simply open the prize or gift in the app and show it to your server.

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How do I scan?

Simply hit the Scan button in the app and hold your phone over the Flip Code for a few seconds. Be sure to hold your phone still so the scanner can focus. The Front Flip app will automatically capture the Flip Code and reveal your Digital Scratchcard.

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What if I don't have an iPhone or Android?

The Front Flip app is currently available for iPhone and Android only. However, we're working to make our mobile app available to a broader range of smartphone users.

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How do I win instant prizes?

You can win an instant prize from any business that offers the Flip Code inside their location. When you see the Flip Code, open the Front Flip app on your iPhone or Android, and click the Scan button. Then hold your phone over the Flip Code to scan it. A Digital Scratchcard will automatically open on your screen. "Scratch" or rub the screen with your finger to see if you've won a prize. If yes, you'll have 30 minutes to redeem the prize by showing it to a staff member.

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What happens if I don't redeem an instant prize within the 30-minute time limit?

If you don't redeem a prize within the 30-minute time limit, the prize will disappear from your phone. So don't wait! Be sure to show your prize to a staff member before the clock runs down.

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How do I redeem gifts?

You may receive one gift per month from places where you've scanned the Flip Code. To redeem a gift, go to the business and tell them you have a Front Flip gift to redeem. You will then scan the business's Flip Code to activate the gift. To do this, open the Front Flip app on your iPhone or Android, and click the Scan button. Then hold your phone over the Flip Code to scan it. Your gift will be activated. Show the confirmation screen on your phone to a staff member to redeem your gift.

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What happens if I don't redeem a gift within the time limit?

If you don't redeem a gift within the time limit specified on the gift detail screen, the gift will disappear from your phone. So don't wait! Be sure to visit the business that sent you the gift and scan their Flip Code to redeem it before time runs out.

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What information does Front Flip collect?

When you download the Front Flip mobile app on your iPhone or Android, you will be asked to provide your gender, birthday and zip code during the initial registration process. Why do we ask for this information? So you can receive gifts through the Front Flip app that are appropriate and tailored for you. If you connect to Front Flip via Facebook, we will also collect your profile pic and email address.

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How does Front Flip use my information?

When you scan the Flip Code at a participating business using the Front Flip mobile app, the business will be able to see the time that you scanned and any prizes you won or gifts you redeemed in the Front Flip Business Portal. They will also be able to see your first name, last initial and profile picture. Additionally, you will be included in search results for the business within the Front Flip Business Portal based on your age, gender and location (though they will not be able to see your exact age, gender and zip code).

Businesses will NOT be able to obtain your last name, phone number, email address or any other contact information from Front Flip. They will be able to send you gifts only through the Front Flip mobile app, and you can decline to receive gifts from a business if you choose.

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What is Front Flip?

Front Flip is a Customer Engagement Platform that combines web and mobile technologies to help you:

• Better understand your customers
• Engage them to boost loyalty
• Grow your business smarter and faster

We offer a mobile application for your customers and an online Business Portal for you. Using the mobile app, customers scan your Flip Code (a QR code that's unique to your location) for the chance to win an instant prize from your business, such as a free product or nice discount.

Every time a customer scans the Flip Code, that information is captured for you in the online Business Portal. You can track your most active customers and those who haven't been back in a while. Additionally, you can send a monthly gift to your customers right on their phone to invite them back to your location. Front Flip makes tech-savvy customer engagement easy and affordable for any business.

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What is the Flip Code?

The Flip Code is a QR code that is specific to Front Flip. Our unique blue and orange frame is instantly recognizable by Front Flip users. Each of your business locations will receive its own unique Flip Code, and this code can be scanned by any customer with the Front Flip mobile app on their iPhone or Android. Customers scan the Flip Code by tapping the "Scan" button on their Front Flip app and then pointing the phone's camera toward the Flip Code.

The Flip Code is used for both of Front Flip's primary features: the Digital Scratchcard and Digital Gifts. The Digital Scratchcard is unlocked when a customer scans the unique Flip Code at your location. Customers can also redeem gifts by scanning your Flip Code, which allows you to track how many of your gifts are redeemed.

When customers scan the Flip Code with a generic QR code reader, they will be redirected to download the Front Flip app. Customers cannot unlock a Digital Scratchcard or redeem a Digital Gift with a generic QR code reader. They must use the Front Flip mobile app.

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How do I sign up for Front Flip?

It's quick and easy to register your business with Front Flip. Fill out the quick sign-up form on our website, or call us at 855.730.1830 to get started.

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What will Front Flip cost me?

Per location you pay $50 to get started. You will be charged a monthly subscription fee based on the number of locations in your account.

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How do I get in touch with your customer care team?

Our knowledgeable customer care team is here to answer your questions and guide you on a path to success. Email us at helpdesk@frontflip.com or call 855.730.1830. Our customer care hours are Monday through Friday, 9am to 6pm Eastern.

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What is a digital gift?

Using the Front Flip Business Portal, you can send digital gifts to your customers' phones. These gifts can be anything—a free drink, an upgraded service, a nice discount—whatever makes sense for your business.

Digital gifts display for customers in the Front Flip mobile app, and they can be redeemed at any of your locations. You can also allow customers to share gifts with friends in order to grow your customer base.

Sending digital gifts allows you to reward your most active customers and invite people back who you haven't seen in 30, 60 or 90 days. They're also an effective tool for managing downtime. Need to draw more traffic between 2 and 5 pm? Send digital gifts that can be redeemed during that time period.

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How do I send digital gifts to my customers?

You can send digital gifts to your customers from the Front Flip Business Portal. Log in and click Engage with Your Customers. There, you'll be able to create a new gift campaign in minutes.

Front Flip allows you to segment your customers into groups so you can send gifts that are appropriate and personalized for them. You can segment by gender, age, number of visits and days since last visit. For example, you could send a "thank you" gift to very active customers, or you could send a "please visit us again" gift to customers who haven't been back for 30, 60 or 90 days.

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How many digital gifts can I send?

You can send one gift per month to each customer who has scanned the Flip Code at your business location. Each time you create a new gift campaign, you'll see how many total customers are eligible to receive a gift from you. If you segment your customers, you'll see the number of gift recipients who meet your criteria.

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How do customers know that I sent them a gift?

For customers who allow push notifications on their phones, they will receive an alert when you send them a gift. Customers who do not allow push notifications will see that they have a gift from you when they open the Front Flip mobile application. The "Gifts" icon will indicate the number of gifts they have, and customers click that icon to see the details of your gift.

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How are digital gifts redeemed?

Customers redeem Digital Gifts inside your business location by clicking "Tap to redeem" on their phone. Then they scan your Flip Code to activate the gift. Finally, they show the confirmation screen to a staff member, who applies the gift to the customers bill. They will have 30 minutes to redeem the gift, then it will be automatically deleted from their phone. Gifts can be validated using the same 4-digit redemption code that is used for Digital Scratchcards.

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How do I set up my point of sale to handle digital gifts?

We recommend that you enter your Front Flip gifts into your point of sale for staff to apply to the customers bill. If this isn't possible, you can apply manual discounts in your point of sale, just like you would for any other special offer. If you require a manager to view the gift on the customers phone, please make sure that the manager reviews the gift within the 30-minute redemption window. Never take a customers phone to show the gift to a manager. Instead, bring the manager to the customer.

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How do I keep track of gift redemptions?

You can view gift redemptions at any time from the Front Flip Business Portal. Simply log in, click Engage With Your Customers, and then click View gift campaign history under "What do you want to do?" Your gift campaign summary will display in the main viewing area. You can filter this report by customer demographic, location and other criteria.

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How do I prevent fraud with the digital gifts?

Front Flip has implemented controls to protect against fraud so business owners and managers can be confident in their use of our Customer Engagement Platform. Customers can redeem gifts at your location only if you have explicitly sent them a gift. To redeem, the customer must scan your Flip Code, validating that the gift is legitimate. Customers must redeem gifts within a specific time period that you specify—such as 30 days.

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How do I get the Flip Code in my store?

When you sign up for Front Flip, we'll send you in-store supplies with your Flip Code. You can use these supplies to get your customers scanning the Flip Code for the chance to win an instant prize or to redeem a gift. Our base package costs $19.99 and includes shipping and handling to anywhere in the continental US.

Front Flip in-store supplies include:

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Where should I place the Flip Code?

It's important to have your Front Flip in-store supplies in plain view so your customers know you are a participating merchant. Here are some tips on placement:

Server Cards: Each customer-facing staff member should carry a sever card with them during business hours so they can hand the card to a customer who wants to scan for the chance to win a prize or redeem a gift. Server cards are not meant to be left out for customers to find them on their own. They are designed to enable a conversation between your staff and your customers.

Point-of-Sale Cards: Place these at the counter where your transactions occur or at your hostess stand. You can leave the point-of-sale cards in plain sight for your customers, even placing them in an upright stand if you choose. Customers who are familiar with Front Flip will know to scan the Flip Code for the chance to win a prize or redeem a gift from your business. For customers who don't have the Front Flip mobile app, your staff can prompt them to download and scan the next time they come in.

Hostess Cards: Hostess cards are meant to be left at the table when customers are seated by a member of your staff. The hostess should give a quick introduction of Front Flip to the customers when they are seated. Keep hostess cards at the hostess stand for easy access. The server should return the cards to the hostess area after the customers have ordered.

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How do I get my customers to scan?

When it comes to Front Flip, you'll have two types of customers: those who are familiar with the Flip Code and those who aren't. For customers who have the Front Flip mobile app and are familiar with scanning to win and redeem gifts, all you have to say is, "Would you like to win a [prize] for free today? Scan the Flip Code to see if you're a winner." They will know what to do.

For customers who aren't familiar with Front Flip, your dialog might look something like this:

Staff: "Do you have an iPhone or Android?"
Customer: "Yeah, why?"
Staff: "Would you like to win a free [prize] today?"
Customer: "Sure! How?"
Staff: "Just scan our Flip Code with your phone. Do you have the Front Flip mobile app?"
Customer: "No, how do I get it?"
Staff: "Download Front Flip from the App Store or Android Market. It's free. When I get back with your drinks, you can scan the Flip Code to see if you're a winner."

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What if my customers don't have a smartphone?

If the customer doesn't have a smartphone or has a device that's not iPhone or Android, they won't be able to scan to win with Front Flip. In these situations, your staff can say something like this:

Staff: "Do you have an iPhone or Android?"
Customer: "No. Why?"
Staff: "We have a fun program for customers with smartphones, so if you get one, be sure to let us know when you come back in. Today, though, let me tell you about our great specials."

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What is a Digital Scratchcard?

The Digital Scratchcard offers a fun, memorable way to connect with your customers in-store. When they scan the Flip Code at your location, they'll unlock a Digital Scratchcard on their phone, which looks and works just like a lottery scratcher.

Customers "scratch" by rubbing the screen with their finger to see if they've won a prize from your business. If they win, they have 30 minutes to redeem the prize before it disappears from their phone.

Customers can unlock only one Digital Scratchcard per day per location.

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How do I set up my prizes?

You maintain complete control over your prizes and probabilities, allowing you to give your customers a "wow" experience while preserving your margins. You can adjust your prizes at any time through the Front Flip Business Portal. Simply click Engage Your Customers and then Update prize list under "What do you want to do?"

When you define your prize list, put yourself in the shoes of your customer. Would you be excited to win your prizes? Are the probabilities good enough that you'd have a reasonable chance of winning? It's important to ensure that your customers win often enough to keep them excited—and that the prizes are meaningful. Do some testing to see which prizes deliver the "wow" factor for your customers while making business sense for you. Your family, friends and staff are great sounding boards for just how "wow" your prizes are.

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What happens when a customer wins?

When a customer "scratches" the Digital Scratchcard and reveals a prize, the customer needs to show their screen to one of your staff members within 30 minutes. After 30 minutes, the prize will disappear from the customers phone.

When your staff verifies the prize on the customers phone, the staff member should apply the discount or ask a manager to apply the discount, according to your store policy. Follow your normal procedures for discounting a product or service in your point of sale.

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What happens when a customer doesn't win?

Simply say, "Thanks for playing, and be sure to try again next time you visit us." You can also mention that your business may be sending the customer a gift on their phone with a freebie they can use next time.

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How do I set up my point of sale to handle instant prizes?

We recommend that you enter your Front Flip prizes into your point of sale for staff to apply to the customers bill. If this isn't possible, you can apply manual discounts in your point of sale, just like you would for any other special offer.

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How do I keep track of prize redemptions?

You can view prize redemptions at any time from the Front Flip Business Portal. Simply log in, click Engage With Your Customers, and then click View prize redemptions under "What do you want to do?" Your prize redemptions will display in the main viewing area. You can filter this report by time, prize, location and other criteria.

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How do I prevent fraud with the instant prizes?

Front Flip has implemented controls to protect against fraud so business owners and managers can be confident in their use of our Customer Engagement Platform.

One Scratchcard Per Day: Customers can scan your Flip Code only once per day for the chance to win a prize.

30 Minutes to Redeem: When a customer wins a prize, they have only 30 minutes to redeem it. After 30 minutes, the prize disappears from the customers phone. Customers redeem a prize by showing their phone to your server, who should confirm that the redemption page is valid by noting whether the "time to redeem" bar is counting down.

Redemption Code: Each Scratchcard has a 4-digit redemption code. This code will appear in the Front Flip Business Portal. Go to Understand Your Customers and then click on See recent activity for a list of all redeemed Scratchcards.

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What is the Front Flip Business Portal?

The Front Flip Business Portal is an online application that connects you to your customers in-store and out. Log in from your computer or tablet, and you can:

• See who is scanning the Flip Code at your location
• Track your most active customers and those who haven't been back in 30, 60 or 90 days
• Understand customer demographics and put faces to names
• Send gifts to your customers' phones to invite them back
• Monitor prize and gift redemptions
• Update your business profile and prize list

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How do I log in?

You must be registered with Front Flip to log into the Business Portal. Once you have your user name and password, you can log in at any time by clicking the Log In link in the top-right corner of frontflip.com.

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Can I have more than one user account for the Business Portal?

Yes, you can set up multiple administrators for your Business Portal account, and you can define the specific permissions each admin will have. For example, you can give a member of your staff permission to view customer analytics and update your location profile, but not to send gifts or update your prizes.

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How quickly is customer data available?

When customers scan the Flip Code at your location or redeem a prize or gift, that information is available to you almost instantly in the Front Flip Business Portal.

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How do I set up my public profile?

Log into the Front Flip Business Portal and click Grow Your Customers. From here, you can update your location profile, including:

Your Description: Grab the attention of Front Flip mobile users with something interesting about your business. What sets you apart? Keep your description short and fun. For example, "Scan at LuLu's for the chance to win a free dinner or bottle of wine. We offer delicious American cuisine, a full-service bar, and live music every night that will have you strutting out on the dance floor."

Your Specials: Tell customers why they should visit your location every day of the week. Be sure to keep your specials updated. You can also provide a link to your menu.

Extra Details: Include your hours of operation, payment options and business categories.

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How do I adjust my instant prizes?

You maintain complete control of your prizes and probabilities, allowing you to give your customers a "wow" experience while preserving your margins. You can adjust your prizes at any time through the Front Flip Business Portal. Simply click Engage Your Customers and then Update prize list under "What do you want to do?"

When you define your prize list, put yourself in the shoes of your customer. Would you be excited to win your prizes? Are the probabilities good enough that you'd have a reasonable chance of winning? It's important to ensure that your customers win often enough to keep them excited—and that the prizes are meaningful. Do some testing to see which prizes deliver the "wow" factor for your customers while making business sense for you.

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How do I set up a digital gift campaign?

You can send digital gifts to your customers from the Front Flip Business Portal. Log in and click Engage with Your Customers. There, you'll be able to create a new gift campaign in minutes.

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How do I use the Business Portal to target specific customer segments?

Front Flip allows you to segment your customers into groups so you can send gifts that are appropriate and personalized for them. You can segment by gender, age, number of visits and days since last visit. For example, you could send a "thank you" gift to very active customers, or you could send a "please visit us again" gift to customers who haven't been back for 30, 60 or 90 days.

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How do I use the Business Portal to manage my downtime?

If your business is slow at certain times of day, why not "fill the bus" by sending a gift that can be redeemed during that time period? Be sure that your gift message makes it clear when your customers can use the gift. For example, "Please join us for a happy hour this Thursday from 2 to 5pm. Your first appetizer is free!"

If you're going to target a specific time period with a gift, make sure your staff is fully aware so there's no miscommunication. Your gifts should always result in a positive customer experience.

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