Overview

The Search functionality allows operators and supervisors to look up bookings, orders, memberships, and redemption history. It complements the main scanning flow and is essential for:

• Bookings with unreadable or missing QR codes
• Customer service queries at gates or visitor centres
• Manual redemption when scanning is not possible
• Checking booking validity, date, time, and location
• Reviewing redemption history for audits or troubleshooting

This document explains how to search, view booking details, manually redeem tickets, and access redemption history.

Why It Matters

Search & Manual Redemption:

• Ensures visitors can still be admitted when scanning fails
• Supports exception handling at gates and customer service points
• Enables supervisors to resolve booking issues quickly
• Provides accurate, audit-ready redemption trail information
• Maintains operational flow even when QR codes are damaged, missing, or unscannable

Correct use of this feature protects customer experience while keeping attendance data reliable.

1. Accessing the Search Tab

Operators tap the Search button on the Home screen to open the search interface.

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Callout:See Screenshot: Search Screen

There are two methods:

1. Scan a QR Code via the Open Scanner button
2. Manual Entry, using:
• Booking reference
• Order reference
• Membership ID
• Email address
• Name
• Address or postcode
  

2. Search Results

Search results display all matches for the query, including multiple bookings under the same order when applicable.

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Callout:See Screenshot: Search Results List

Selecting a result opens the Booking Overview.

3. Viewing Booking Information

The booking screen provides a complete summary of the booking:

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Callout:See Screenshot: Booking Overview

Shown on this screen:

• Ticket Validity Status
• Green: Valid for this location, date, and time
• Yellow: Valid but for the wrong date/time
• Red: Invalid, canceled, expired, or wrong location
• Product information:
• Product name
• Date/time
• Ticket types
• Add-ons
• Pricing
• Promotions applied
• Buttons/Actions:
• Booking Details
• Redemption History
• Redeem Tickets (manual redemption)
  

4. Editing Lead Booker Details

Operators can update customer details using Booking Details:

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Callout:See Screenshot: Edit Lead Booker

Editable fields include:

• Name
• Email
• Address
• Notes

This supports quick corrections for customer service and CRM accuracy.

5. Viewing Redemption History

Redemption History provides a full audit trail of when, where, and by whom each ticket or add-on was redeemed.

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Callout:See Screenshot: Redemption History Audit Trail

It includes:

• Timestamp
• Operator
• Device
• Location/sub-location
• Scan messages (e.g., Redeemed, Already Redeemed, Anti-passback Violation)

This is used for:

• Resolving visitor disputes
• Reviewing double scans
• Checking re-entry counts
• Identifying fraud or misuse
  

6. Manual Redemption

Manual redemption is used when:

• QR codes are damaged
• Screens are cracked, unreadable, or unresponsive
• The booking is valid but showing override messages
• Supervisor approval is required
• Offline mode affects scanning

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Callout:See Screenshot: Redeem Ticket Button

Step 1 — Tap Redeem Ticket

On the Booking Overview screen, select Redeem Ticket.

Step 2 — Choose Ticket(s) or Add-on(s)

Operators see a list of all:

• Tickets
• Add-ons
• Member ticket types (if relevant)

Unavailable items (e.g., wrong sub-location) will be greyed out.

Step 3 — Save

The system records:

• Ticket Manually Redeemed
• Add-on Manually Redeemed

These appear in Redemption History and reporting.

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Callout:See Screenshot: Manual Redemption Confirmation

7. Manual Redemption in Offline Mode

If offline:

• Manual redemption is allowed if ticket is included in cached booking data
• Redemption is stored locally
• All manual redemptions sync when the device reconnects

If the booking was not cached, the operator must rely on customer proof (confirmation email, printed ticket) and escalate if needed.

Best Practices

• Always confirm booking validity before redeeming manually.
• Never manually redeem for:
• Canceled bookings
• Fraudulent or suspicious references
• Tickets for the wrong location
• Use override or manual redemption sparingly; supervisors should review frequent patterns.
• When editing lead booker details, confirm changes with the visitor.
• Use Redemption History as the source of truth for all visitor disputes.
• For large groups, redeem tickets in consistent order to avoid confusion.
• Refresh caches regularly for accurate lookup and redemption.

Troubleshooting

Booking not found

• Try searching by email or name
• Check for spelling variations
• Booking may be very recent and not yet cached (refresh data)

Ticket Not Allowed at This Sub-location

• Check device sub-location
• Move the visitor to the correct gate
• Confirm product rules in Admin Portal

Cannot Manually Redeem Ticket

Possible reasons:

• Ticket canceled or replaced
• Add-on not permitted at this sub-location
• Wrong date/time without override permission

QR Code Not Recognised

• Use Search → Manual Entry
• Check whether visitor is showing the correct reference
• Verify lighting conditions or screen brightness

Duplicate Redemption Concerns

Check Redemption History for:

• Previous scans
• Anti-passback messages
• Multiple operator devices
  

Feature Highlights

Summary

The Search & Manual Redemption tools are essential for exception handling and customer support across Expian venues. They ensure visitors can be admitted even when QR codes fail, allow supervisors to maintain control over redemption logic, and provide full transparency through detailed redemption history.

Proper use helps deliver:

• Faster resolution of customer issues
• Accurate attendance and audit-ready records
• Seamless entry even in complex or offline scenarios
• High-quality data flowing into Reporting & CRM

Allows admission when scanning is impossible.

Ensures operational continuity.

Lookup via reference, email, name, address.

Update booker contact info and notes.

Manual redemptions still work without network.

Offline Support

Feature

Full audit trail for every ticket and add-on.

Description

Multi-field Search

Improves CRM, reporting, and communication.

Booking Detail Editing

Why It Matters

Ensures accuracy, transparency, and trust.

Supports customer service and lost-ticket scenarios.

Manual Redemption

Redemption History

Keeps queues moving and prevents visitor frustration.