By Chargrill Charlie's

Got Questions or ISSUES?

Email our support team, or view our FAQ below we will try respond as soon as possible. Thanks

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How can we help you?

Find all the answers to your CHARLIE'S PEEP'S questions in our FAQs below or by getting in touch with one of the team members above. 

 

General

How do I join Charlie's Peep's

You can become a Peep by downloading our app on either the Apple App Store or Google Play

$1 Pre-Authorisation


To verify the validity of the card a $1 pre-auth is applied when a payment method is first added. This will appear as a 'pending authorisation' but is not a charge and will never become a charge. It is automatically reversed by your card provider/bank within 1-2 business days.

If you believe the authorisation is still pending after more than 3 or 4 business days, we recommend you reach out to your card provider/bank.

App Mobile Payments

Adding your payment meathod

You can add your preferred Payment Method in the app: 

-Tap the side navigation (i.e hamburger menu) from the app Home screen
- Select Payment
- Tap the button Add New Payment Method
- Verify your profile (only required once via SMS - learn more here)
- Add your payment method & Done
- Once you've added your card you can use your to make a purchase, either in-app or in-store. The card is encrypted, stored in a vault and never ever shared. 

You can easily add, remove, and set your default payment method at any time.</br>
 

Verifying your profile


Before you can use your app to pay you'll need to verify your profile. This is simple process of entering your mobile phone number which will be used to send your a SMS message with a code. You'll need to enter your unique verification code which will be sent to your phone via SMS. If you don't receive your code, check you entered the correct phone number.

If you can't see anywhere to enter you verification code, tap the Pay button from the button of the home screen (please see the screenshots below). Don't worry, you won't be charged anything! Once you've entered the code your profile is all verified and ready to go. If you're still having issues please contract Support in the app. Our team will respond to your questions via email.

My verification code expired

From both the iOS and Android app you can resend a new verification code if you previous one has expired. If you tapped 'Verify Later' or you're just not sure how to find the verification code screen again:

  • Open your app
  • Tap the 'Pay' button (i.e 'Pay In-store' or 'Open Bar Tab') from the Home screen of the app
  • 'Resend another code' or 'Enter your current code'
  • After your profile has verified, tap 'Leave' at the bottom of the screen unless you are actually ready to purchase in-store.

Choosing your default payment method

Once you have more than payment method in the app it's a good idea to set your default - this will be used for in-store, order-ahead and in-app purchases. To set your default card:

  • Open your app
  • Tap the side navigation icon (top left)
  • Payments
  • Tap the payment method and 'tick' icon will appear
  • Done

Is My Payment Method Safe?

All payment method information added into our app is secured via Braintree (a PayPal subsidiary).

Once you add your payment method to make a purchase, either in-app or in-store, the payment method is encrypted, stored in a vault and never ever shared. Our encryption process is the same used by global technology companies such as Uber, AirBnB and PayPal.

To learn more about our payment gateway please contact 'Support' in the app or check our the Braintree website.

 


 

PAYING IN-STORE

How do I pay in-store?

  • Tap the 'Pay' button as you approach the counter
  • Order as usual
  • Let the staff know "I'm paying with the app"
  • When you walking out the store tap the 'Leave' button*
  • Your attached payment method is only ever charged for what you order and a receipt will be sent to your email. For every $1 you spent 10 loyalty points will be automatically added to your profile.

If you have credit on your profile this will automatically be used for you purchase. If the total purchase is more than your current credit balance, you've default attached payment method will be used.

*Don't worry, if you forget to tap the 'Leave' the system will automatically check you out of the store after a couple hours.

How Do I 'Leave' After An In-Store Purchase?

Once you've finished your purchase, and are physically walking out of the store, it's a good idea to tap the 'Leave' button - basically, this 'checks you out' of the store. Don't worry too much if you forget, you can do it at anytime and after a period of inactivity your app will also automatically do it. 

- Tap the 'Leave' button at the button of the screen (see screen shot attached)

- Rate your experience + 'Add Comments' (both optional)

- Points are automatically added to you profile & a receipt is sent to your email

Using My Points To Redeem Credit

- Tap the Promotion card your want (i.e $20 Peeps credit)

- Tap the Redeem button & Confirm*

- Done

- Your current Credit balance will now be visible on the Home screen of your app, alongside your current point balance. 

 

How to use my credit?

You current credit balance will be automatically deducted from your next purchase. If you purchase is more than your available credit balance, your credit will be used first, and then any remaining about will be charged to your linked payment method like normal.

 

How do I check if my credit was applied to my purchase?

There are two places you can check:

- In your app - under My Activity

- On the receipt that was sent to your email

*To redeem credit you must verify your profile via SMS and also connect your preferred payment method.

Collecting A Product In-Store

Once you've purchased a product in the app, redeemed it for points or simply claimed a gift you can choose to:

- Collect Now

- Save for Later*

*Anything you 'Save for later' is automatically added to your 'Saved Offers'.

If you're in-store you can simply tap 'Collect Now'. The first thing you'll need to do is set the store you're collecting from. Particular products can only be collected from participating store so make sure you check this first. Then it's just a matter of present you phone to staff; they'll review the product, tap your phone screen twice & you're all done :)

- Tap 'Collect Now' or find a previous product in your 'Saved Offers'

- Select the location you're collecting from

- Present your phone to staff

- Staff will review & then tap to 'Confirm' 

- Enjoy :)

How Do I Earn Points?

There a number of different ways to earn loyalty points with your profile:

- Purchase an in-app offer

- Pay in-store with the app

- Order Ahead with the app

- Complete a Facebook Check-in

- Redeem a 'Gift' of points

- When it comes to making purchases with the app, you'll earn 10 points for every $1 spent. For a Facebook 'Check-in' or redeeming 'Gift' the number of points will vary.

Remember, different stores may have different features available (i.e not all stores accept in-store mobile payments or order ahead) and the promotions available will change over time and based on your activity.


OTHER FAQ

How do I Edit my profile?

If you want to change your name, email address or phone number, this can easily be done from within your app.

  • Log into your app
  • Tap the side-navigtion icon in the top left corner (i.e the 3 lines)
  • Tap your name / profile image
  • Tap Edit 
  • Make you change 
  • Save
  • *Remember, if you change you phone number, you will need to re-verify before you can use the app to make any purchase purchases.

Choosing my location in the app

If you've granted your app access to location services, the app will use your phone's GPS to find you closest store. At any time you can also manually set your location you location in app.

  • Tap the location selector in the Navigation bar
  • Choose a location from the list
  • As you choose different locations, you may see changes in the particular offers available on the Home screen. The location you have selected is also related to the pay button for in-store transactions and order ahead purchase.
  • If you've already taped the Pay button for an in-store purchase you'll need to tap the Leave button, change location and then tap the Pay button again.

How do I see if my transaction has been refunded?

To check if your transaction has been refunded:

  • Open your app
  • Click the Menu icon in the top left corner of the Home screen
  • Select ‘My Activity’
  • Here you’ll be able to view a list of your transaction history including any refunded transactions

How/Where do I enter a code?

Open your app

  •  Tap the 'Menu' icon in the top left hand corner of the screen
  • Select from 'Voucher' from the list of items
  • Type in your code
  • Press 'Apply'
  • After entering your code, a 'Success' message should appear! 

Depending on what this code provide your will:

  • Have more points - check your current point balance on the home screen
  • Have more credit - check your current credit balance on the home screen*
  • Have a new item stored in your 'Saved Offers'
  • You must complete your payment profile to redeem credit from a code. To complete this process, simply add a 'Payment Method' 
 
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