Frequently Asked Questions For:
- AAFCANS APP
- AAFCANS LOYALTY PLATFORM
- ONLINE ORDERING
HOW DO I REACH AAFCANS APP SUPPORT?
AAFCANS offers app users an online troubleshooting/FAQ, use this information to self-help or contact AAFCANS on APP@aafcans.gov.au for support
HOW DO I ACCESS AAFCANS LOYALTY PROGRAM?
AAFCANS APP
You can join via the AAFCANS APP by downloading the APP from the Apple APP Store or Google Play Store. If you cannot find the APP in the store this may mean your phone cannot support this technology. Simply download, follow the screen prompts and complete the sign-in process.
AAFCANS MEMBERSHIP BARCODE KEY TAG
If you do not wish to use the APP you can join via our Membership Barcode Key Tag.
This special Tag is issued (free of cost) at our point of sale in our Canteen store.
The server will require your name, contact number and e-mail address. You will receive a confirmation e-mail to complete the sign-up process.
DO I NEED TO SIGN UP TO USE THE PROGRAM?
AAFCANS APP
You can start using the APP straight away and sign in later, however, you will not be able to redeem rewards or purchase goods online until you have completed the sign-in process. To complete the sign-in process you will need to verify your e-mail address.
If you did not receive the e-mail please check your junk mail folder or contact our APP Support.
AAFCANS MEMBERSHIP BARCODE KEY TAG
You can start using the Key Tag straight away, however, you must verify your e-mail address to complete the sign-up process. You will not be able to redeem rewards if you have not completed this process.
WHAT HAPPENS IF I DIDN’T GET MY CONFIRMATION E-MAIL?
First please check your junk mail folder, if that does not help then contact AAFCANS APP@aafcans.gov.au our team can check your sign-up details and fix the e-mail address (as you may have mistyped the e-mail address) or resend the confirmation e-mail. We recommend you use a private e-mail address for member sign-ups.
WILL MY MEMBERSHIP E-MAILS WORK ON THE DPN?
AAFCANS is working on getting this channel approved. In the meantime, we recommend you use a private e-mail address for sign-ups and gift certificate purchases. Gift Certificates will also have a URL link so you should be able to open this link in a browser window. If this does not work perhaps forward the e-mail to your mobile device and open it outside of the DPN. Contact our APP support APP@aafcans.gov.au should you require assistance.
WHAT IF I WISH TO CHANGE MY E-MAIL ADDRESS?
You can change your e-mail address, however, as this is part of the secure authentication process our app support will need to do this for you. Please contact App@aafcans.gov.au with both your current and new e-mail address or use the feedback/contact us option inside the app. They will contact you and make this happen. This process will not affect your account or any stamps or rewards.
DO I NEED A KEY TAG AS WELL AS THE APP?
NO, if you choose the use the APP you do not need a Membership Barcode Key Tag. These key tags are for customers that cannot or do not wish to use the APP.
DO I NEED TO OPEN THE STAMP CARD TO SCAN OR COLLECT STAMPS?
No. When you are at the point of sale open your APP and scan the barcode on the home screen. If you have purchased a product connected with a stamp card it will automatically stamp your card with a stamp credit.
Some promotional vouchers, offers and rewards will require you to open them and the cashier will scan their special barcode.
WHY DOES AAFCANS NEED MY CONTACT DETAILS?
As a minimum, we need to access your contact details which is your name, e-mail and phone number. These are necessary to provide you with a service, validate your rewards and forms part of our e-commerce compliance. To aid our delivery process your contact number appears on the delivery docket, you can change the number used by editing your ‘My Profile’.
WHAT IF I LOSE MY MEMBERSHIP BARCODE KEY TAG?
If you lose your Membership barcode key tag or if your barcode keytag becomes damaged and the barcode not readable, please see your local AAFCANS store. We can assign a new barcode key tag to your profile and transfer your existing transactions and rewards to the new account barcode number.
WHAT IF FORGET MY APP PASSWORD OR REPLACE MY PHONE?
If you lose or replace your phone simply download the APP and use your sign-in to re-establish your profile and rewards. AAFCANS takes no responsibility if you change your phone to a phone that may not support the APP. If this occurs please contact our support.
Use the ‘forgot my password’ to self-help or if you are still having problems signing in please contact AAFCANS APP support APP@aafcans.gov.au.
WHAT IF I HAVE A KEY TAG AND THEN WANT TO DOWNLOAD AND USE THE APP?
That’s no problem, simply sign into the APP, use your ‘ Key Tag Barcode Number’ during the sign-in process, where the prompted. Your existing transactions and rewards will traverse over to the APP platform. The Key Tag will continue to work and the APP and the key tag will merge into one account.
WHAT IF I TRANSITION OUT OF THE MILITARY/OR NO LONGER HAVE ACCESS TO BASE?
Your user profile and any rewards, gift certificate credit or coupons are only available to you whilst you have the right to access an ADF base where AAFCANS has a Canteen store. Your user profile will automatically be shut down after a period of inactivity. You cannot transfer any rewards or credit to another person. However, you are welcome to use up any rewards or store credit before leaving the base or before access to an AAFCANS directly operated Canteen will become an issue.
HOW DO I COLLECT STAMPS AND DO I NEED TO USE MY BARCODE?
WHERE DO I FIND THIS?
AAFCANS APP
Open your APP and use the barcode on the screen to stamp and obtain a valid stamp credit towards your reward. The number of stamps, balances and rewards are available within the APP. Repeat this process for any promotion that offers a loyalty reward.
The stamp cards and rewards area can be accessed by the icons at the bottom of the screen inside the APP or from the navigation menu.
AAFCANS MEMBERSHIP BARCODE KEY TAG
Present your Key Tag for scanning at our point of sale during your transaction. You will receive a valid stamp credit towards your reward, which is then applied to your profile in our point of sale. Repeat this process for any promotion that offers a loyalty reward. Repeat this process for any promotion that offers a loyalty reward. Ask the server to check your balances.
DO I NEED TO OPEN THE STAMP CARD TO SCAN OR COLLECT STAMPS?
No. When you are at the point od sale open your APP and scan the barcode on the home screen. If you have purchased a product connected with a stamp card it will automatically stamp your card with a stamp credit.
Some promotional vouchers, offers and rewards will require you to open them and the cashier will scan their special barcode.
HOW DO I CHECK MY REWARD BALANCES AND CLAIM A REWARD?
AAFCANS APP
Your reward balances and vouchers are displayed within the APP. When you reach the offer milestone (for example the 6th cup of coffee) a voucher is automatically placed in your rewards. You can then use this voucher as payment for your next coffee purchase. You can save up your vouchers and apply them to any future sale. We do not put limits on how many vouchers you can redeem at once.
REWARD VOUCHERS ISSUED
To help you keep track of your rewards, the reward vouchers will display both inside the stamp card reward tab and also in the ‘my vouchers’. This occurs for ease of use so that you can just refer to the one area which is, ‘my vouchers’ for any vouchers you can redeem. You will receive only one reward per stamp card filled. If you have any concerns, please contact app support and tell us the voucher number you are enquiring about.
AAFCANS MEMBERSHIP BARCODE KEY TAG
You will need to ask the server for your reward balance. The rewards are visible to our team during your transaction so if you have a reward sitting in your profile we will ask if you would like to use it as payment.
CAN I GIVE A MATE ONE OF MY REWARDS?
Your rewards are your rewards so you can spend them however you choose and wherever we can provide those products. We do not limit how many rewards you can redeem at any one time so you are welcome to save them up and use them however you choose.
WHAT IF I DELETE MY FAVOURITES?
Your user profile is fully managed by you and is visible only to you. Favourite orders, order history and other beneficial tools are available within this ‘user profile’. AAFCANS takes no responsibility nor can we restore any lost information deleted by you within this profile/user account.
WHAT IF THE APP DOESN’T FIT MY PHONE SCREEN?
Check your phone settings which may appear under the heading ‘display’ or text size’ as you may have your phone fonts or text size on zoom. Adjust these settings on your phone and reset to the halfway mark on the scale. The phone display settings may affect the appearance of the icons and text wrapping.
HOW DOES THE WALLET FEATURE WORK?
With this feature, you can load/deposit money into your virtual money wallet simply by scanning the APP at the point of sale, handing over cash or withdraw funds from your EFTPOS account and the cashier will load these funds into your ‘Wallet’ account. You can then scan your APP to make purchases at any ‘participating AAFCANS’. The remaining balance is shown within icon on the APP home screen. You can only purchase goods to the value of the balance when funds have been used you will need top-up your wallet to continue this service. If funds remaining do not meet the purchase value you will need to add additional funds by way of other tender or top up your wallet to fulfil the transaction.
WHAT PRODUCTS CAN I PURCHASE USING THE WALLET?
Any product or service offered within the canteen store.
WHAT PRODUCTS CAN I PURCHASE USING A GIFT CERTIFICATE?
Any product or service offered within the canteen store. Promotional vouchers do have product purchase restrictions please see our terms & conditions.
HOW WILL I RECEIVE MY GIFT CERTIFICATE/VOUCHER?
The voucher is e-mailed to you however, If you have purchased a voucher or have been gifted a voucher and you are an APP member, the voucher will appear directly in the APP. We recommend you contact the person for whom you wish to send the voucher and ask them to join. The user gift certificate experience inside the app is very beneficial.
HOW DO I BUY A GIFT CERTIFICATE/VOUCHER FOR SOMEONE ELSE?
Simply open the APP navigate to the left sidebar menu, choose gift certificate. In the process of purchasing, you will be asked for the ‘Name and e-mail address for the person the gift certificate is for’. Put the person you wish to gift the certificate to in this section. You will receive an e-mail receipt of purchase and the lucky person you have purchased the gift for will receive the ‘congratulation e-mail, saying ‘Joe Public has gifted you a gift certificate’.
If the person you are sending the gift certificate too is already a loyalty member, and you use their correct sign-up e-mail address, the gift will automatically load into their app profile. Encourage them to join the loyalty program prior to purchasing the gift.
HOW DO I ACCESS AAFCANS ONLINE ORDERING?
AAFCANS APP
Access to the AAFCANS APP, Loyalty Platform and Online Orders is available to select ADF bases. Some features may also be limited or not offered at your location.
Online ordering is accessed via AAFCANS APP. Select ‘Place an Order Icon’ from within the APP and the APP will notify you if this service is available at your base.
If you are visiting from another base make sure you change your ‘home base’ so access features and special on this base.
OTHER DEVICES
Alternatively, you can access the online ordering platform using this weblink https://shop.aafcans.gov.au which can be used outside of the ‘APP platform’ on a device that has access to the internet.
WHAT’S THE NOTICE NEEDED TO PLACE AN ORDER?
- Canteen Pick-Up orders require a notice period (see the store for details as this information varies by base).
- Delivery orders require a notice period (see the store for details as this information varies by base).
- Dine-In orders require a notice period (see the store for details as this information varies by base).
These timeframes are automatically applied to your order and appear in the information displayed during the checkout process.
WHAT IF I START A DELIVERY ORDER AND THEN DECIDE I WOULD LIKE TO PICK-UP?
Simply change the method of delivery using the toolbar at the top right of the webpage to pick-up. You will not lose the goods placed in your basket.
CAN I PURCHASE TOBACCO PRODUCTS PICK-UP OR DELIVERY?
Unfortunately no. You cannot use the online ordering process to purchase tobacco products as it is not permitted by the payment gateway. You can use your ‘WALLET’ credit or gift vouchers to purchase these products in-store.
IF I CHOOSE DINE-IN WILL MY ORDER COME TO MY TABLE?
Yes, during the ordering process you will be asked to insert a Table Number and location where your table is ‘Outside – Table 6’, ‘Inside – Table 3’. When your order is ready we will bring it to your table. The table numbers will be marked on the dining tables, use this number in your order. If you have to move tables, please let our cashier know and they will re-assign your order to the new table.
WHAT IF CHANGES NEED TO BE MADE TO MY ORDER?
Non-Supply or Substitutions
If AAFCANS is unable to fulfil your order we will contact you and offer an alternative option. If this is not accepted or possible AAFCANS will arrange a ‘refund’ for the components or products not provided, this will be applied to your payment gateway method. Equally, if the goods substituted are more expensive AAFCANS will create an additional transaction to recover the difference in cost.
CANCELLATIONS – REFUNDS – CREDITS
You can cancel your order (if the order has not been prepared by the kitchen), you must call your local AAFCANS Canteen with your order number. The Base Manager will inform you if this is possible if approved the Manager will raise a refund for your credit card. Depending on your banking institution, refunds can take up to 14 days to reach your credit card account.
WHAT HAPPENS IF I DON’T PICK-UP MY GOODS ON TIME?
Please contact your local AAFCANS store for assistance as any goods, not pick-up. We understand life sometimes gets in the way so we’ll do our best to resolve the issue for you in-store. However, this could result in a loss of your order due to spoiling or be considered not-fit-for consumption under ‘food safety’ standards. If this occurs goods will be discarded, and no replacement or refund is offered. All other goods must be collected on the day unless other arrangements have been agreed to by the Base Manager.
WHAT IF I HAVE MISSED MY DELIVERY?
Please contact your local AAFCANS store for assistance as any goods not delivered are returned to the store. We understand life sometimes gets in the way however failing to greet the driver on time could result in a loss of your order due to spoiling or be considered not-fit-for consumption under ‘food safety’ standards. If this occurs goods will be discarded, and no replacement or refund is offered. All other goods must be collected on the day of attempted delivery.
WHAT IS THE DELIVERY OPTIONS OFFERED ON MY BASE ?
Delivery Fee
RAAF AMBERLEY ………………$3.00 Set locations offered
GALLIPOLI BARRACKS ….…..$3.00 Set locations offered
ADFA ………………………………..$3.00 Set locations offered
PUCKA CANTEEN ….………….(no delivery, click & collect only)
PUCKAPUNYAL STORE ……..$5.00 Google base addresses & ‘nominated drop-off points’
WHAT IF I NEED TO CANCEL MY CATERING ORDER?
Cancellations may incur a surcharge to cover goods ordered or prepared for your event.
Please speak with your local AAFCANS Store Manager for cancellation information.
WHAT IF I NEED TO MAKE CHANGES TO MY CATERING ORDER?
Changes to your online catering order must be made directly with the local AAFCANS Store Manager in person or by e-mail or telephone. These changes will not appear in the online platform as they will be manually applied to your order. You will receive an e-mail confirmation from the Store Manager along with an invoice for payment showing the changes.
PICK UP – Refers to orders picked up by you in-store at the canteen.
DELIVERY – Refers to orders where goods are delivered to a nominated address on base (within the confines of AAFCANS delivery options offered for that base), or an AAFCANS kiosk or other facility where you have agreed to pick up the goods.
DINE-IN – Refers to orders placed by you in-store via the app, paid for with the app platform and delivered to you in-store or to your table number.
FAQ – Frequently asked questions.
REASONABLY UTILISED – Refers to goods that can be used within the operations without loss to the operations.
ADF BASES – Australian Defence Force Bases where AAFCANS has a directly operated canteen store.
APP USERS – Customers using AAFCANS app.
DELIVERY – The delivery option offered by AAFCANS at your base.
ID – Identification that shows the person’s name and date of birth.
GOOGLE ADDRESS LOCATIONS ON BASE – Refers to any addresses on base that are accurately referenced on Google Maps (and within the confines of AAFCANS terms of delivery).
FOOD SAFETY – Standards AAFCANS applies to meet the minimum requirements for the safe storage and sale of cooked, chilled or prepared food and beverages.
UNATTENDED – Goods left at the door or left at a drop off point (not left with the purchaser).
DESIGNATED TIME AGREED – The time slot you agreed to upon at check out or the new time given by the store or driver.
APP PLATFORM – AAFCANS app.
PRIVACY POLICY – AAFCANS Privacy Policy Statement.
REFUND – Refers to the return of monies via the same payment method used to order.
MEMBERSHIP BARCODE KEYTAG – Refers to the keytag provided by AAFCANS to access the loyalty program and is designed for customers that cannot or do not wish to use the app platform.
USER PROFILE – Refers to your profile within the app platform. Your profile for the barcode keytag to access the loyalty program is managed by AAFCANS.
NOMINATED DROP-OFF POINTS – Refers to locations AAFCANS has approved for goods to be dropped off. This could be an AAFCANS outlet or a landmark on the base which AAFCANS and Base management have agreed as a meeting point for deliveries.
PARTICIPATING AAFCANS – Refers to an AAFCANS outlet that has the technology or products to fulfil the service.
WALLET – Refers to the feature within the app platform where customers can load funds and purchase goods with their loaded credit.
