Help Center
Answers about Retuck for merchants and customers — store credit, wallet passes, billing, and common account questions.
Getting started
Billing & plan
- Can one account cover several business locations?At launch, each Retuck merchant account is for one physical business location.
- How do I add or correct my VAT number?Add or edit your VAT / tax ID in MENU → Settings → Business Profile; UK/NI use a GB VAT number; Edit unlocks a saved number.
- How do I choose a paid plan?After trial or when billing is restricted, choose Monthly or Annual and continue to Stripe Checkout.
- How do I close my business account and what happens to billing?Close Business Account stops operations immediately; active paid subscriptions cancel at period end with no prorated refund.
- How do I stop Retuck from renewing?Cancel an active subscription from Billing & Plan; it ends at the paid-period end with no prorated refund.
- How do I switch between Monthly and Annual?Active paid merchants switch Monthly ↔ Annual at the next paid-period boundary with no proration.
- How does the free trial work?Retuck includes a 30-day free trial with no card required and no automatic charge.
- How is VAT applied to my Retuck subscription?Displayed prices exclude applicable VAT; tax is calculated at Checkout based on your business and tax details.
- What does Retuck cost?Founding Merchant pricing is €19.90/month or €199/year; prices exclude applicable VAT and tax is calculated at Checkout.
- What happens if a renewal payment fails?Failed renewal may restrict Retuck access until payment recovers; Stripe may retry or offer recovery.
- What happens if Retuck cannot approve paid activation?If Retuck rejects an already-paid activation, that subscription is terminated and 100% of the payment is returned.
- What happens when my trial ends?Without a paid plan, operational access becomes billing-restricted; balances and history stay preserved.
- Where can I find my Retuck invoices and previous payments?Open MENU → Settings → Billing & Plan → Billing history to review invoices and payments in Stripe.
- Who can subscribe to a paid plan?Paid Retuck is for businesses and genuine business operators. Retuck verifies the business and tax information needed for paid service before activation.
For merchants
- Can Retuck credit be combined with discounts, offers, or other payment methods?Your store decides whether Retuck promotional credit can be used alongside discounts, offers, or other payment methods.
- Can several customers use their Retuck credit toward the same purchase?Retuck never merges balances; you may accept separate customer-authorized Redeems toward one sale if your store policy allows it.
- How can I check how much credit a customer has?Use Balance Check so the customer can scan and show live credit for your store only.
- How can I find a customer's balance or previous transactions?Open MENU → Customer Lookup, enter the Customer Ref (XXXX-XXXX), then Look up to see balance and activity.
- How do I give a customer store credit?Enter the purchase amount, tap ADD CREDIT, then ask the customer to scan and Confirm Earn.
- How do I redeem store credit?Enter the redeem amount, tap REDEEM CREDIT, then ask the customer to scan and Confirm Redeem.
- How does business verification affect paid plans?Before paid activation, Retuck checks the business and tax information required for paid service. The free trial itself does not complete that verification.
- I gave or redeemed the wrong amount. What should I do?Owners reverse a very recent Earn or Redeem from PULSE within 10 minutes, or correct an eligible transaction within 7 days.
For customers
- How do I delete my Retuck account?From /me, open Account, choose Delete account, type DELETE, then continue with Apple or Google. A 7-day cooling-off period applies.
- How do I reconnect my wallet?Open /me, tap Connect or Refresh / Add Wallet, then continue with the same Google or Apple account.
- How do I see my balances by store?Open /me to see each store balance. The wallet pass shows a combined total.
- What is a Customer Ref?Your Customer Ref is your unique Retuck number. Find it on /me or your wallet pass; merchants use it for lookup.
- What is the Retuck /me page?/me shows store credit by merchant, your Customer Ref, Explore Businesses, and Refresh / Add Wallet.
Wallet
Business profile
Troubleshooting
Still need help? Contact Retuck or email support@retuck.io.