How to Use the New Adoption Bundle Redemption Form (Step-by-Step)

How to Use the New Adoption Bundle Redemption Form (Step-by-Step)


A Guide for Retailers & Staff

The updated Sharing the Love (STL) Adoption Bundle Form is designed to make redemptions easier, clearer, and more accurate. Follow these steps each time you assist an adopter in-store.

Use Scribe for a Step-by-Step Guide with Images

Alert
The "Guide Me" feature will not work until the update is live. For now, you can scroll through each step to get a sneak peek of what the redemption process will look come January.



Step 1 — Look Up the Customer (or Add a New Customer)

Start by clicking the "Checkout" menu to open the Pet Owner Lookup screen.

  1. If the adopter already has an Astro account at your store:
    1. Enter their name, phone number, or email address to pull up their profile.

  1. If the adopter is new to your store:
    1. Click Add New Customer and create their account.

Alert
Important:
Encourage adopters to use their real information. Fake or missing information can cause issues later and may block bundle redemption.


Step 2 — Confirm the Pet Owner’s Account Has Both an Email Address and Phone Number

Before you open the adoption form, make sure the pet owner’s account contains:
  1. A valid phone number, and
  2. A valid email address
These two identifiers are required because Astro now checks them across all of STL to prevent duplicate redemptions or store-hopping.
If either field is missing, please add it now.

Why This Step Is So Important

We added a new feature that helps you check a customer’s eligibility before you spend time building their bundle.
This saves you time at the register and prevents awkward conversations with adopters at the end of the process.

BUT this feature only works correctly if the customer’s email address AND phone number are already saved on their Pet Owner Account before you open the form by typing “astrodog” or “astrocat.”

Here’s why:
  1. When you type “astrodog” or “astrocat,” Astro instantly runs a duplicate check using the adopter’s phone number and email.
  2. This check confirms whether the customer is eligible for a bundle, or whether they have already redeemed one elsewhere.
  3. If either the phone number or email is missing, the system can’t run that check properly.
  4. That means you may spend several minutes filling out the form only to hit an alert at the end telling you the customer isn’t eligible after all.
In other words:
👉 If the contact info isn’t entered before fetching the form, the early eligibility feature can’t do its job.
👉 You risk wasting time building a bundle that can’t be redeemed.

When the phone number and email are saved up front:
  1. The system can check eligibility immediately
  2. You’ll know right away if the customer qualifies
  3. You won’t accidentally build a bundle for someone who cannot redeem it
  4. Your checkout flow stays quick and smooth
This small step — confirming both contact fields before opening the form — protects your time, prevents errors, and makes the whole STL process much easier for both you and the adopter.


Step 3 — Access the Adoption Form

In the search bar at the top of the customer’s account, type:
  1. “astrodog” for dog adoptions
  2. “astrocat” for cat adoptions
  3. "astrorat," "astrorabbit," "astroguineapig," or "astrohamster" for small animal adoptions
This will open the new Adoption Bundle Redemption Form.

What You Might See at This Step

When you search “astrodog,” “astrocat,” or one of the others, one of two things will happen:

A) The form opens normally
This means the customer is still eligible to redeem a bundle for the selected species.

B) An alert appears before the form opens (see image below)
This alert means the pet owner is not eligible at this time. This pop-up alert will display the date the customer last redeemed an adoption bundle at any participating Astro retailer location.



Common reasons include:
  1. They already redeemed a bundle, at your store or elsewhere, for that species within the last 365 days
  2. Their phone or email matches another account that has reached the limit
  3. The account triggered a duplicate-check flag
If an alert appears, you should stop here and explain the message to the pet owner. 

Alert
Important Note:
In some cases, cashiers may not see an alert immediately if the pet owner account passes the first set of checks due to missing contact information. Additional alerts may appear later in the form depending on when the missing contact info is entered.

How Astro Uses the Pet Owner’s ID to Prevent Extra or Duplicate Bundles

It’s important for cashiers to understand that updating a customer’s contact information does not reset their eligibility for Sharing the Love bundles.

Every Pet Owner Account in Astro has a unique Astro ID# behind the scenes.

This ID never changes, even if:
  1. the customer gets a new email address
  2. the customer changes their phone number
  3. you update or correct their contact information
  4. the customer tries to open a new account at another store

Why this matters:
Even if the adopter changes their email or phone number on their account, Astro still uses the Astro ID# to remember:
  1. whether they have already redeemed a bundle for that species
  2. when they redeemed it
  3. whether they are eligible again later
This stops people from trying to “reset” their eligibility by changing their contact info.

How This Protects Your Store and the Program

If a customer tries to open a new Pet Owner Account at another retailer using:
  1. a new phone number,
  2. a new email, or
  3. old information they used before,
Astro will cross-check all identifiers and connect them back to their original Astro ID#.

If the system finds a match, the customer will be flagged and blocked from receiving extra bundles.

This prevents:
  1. store-hopping
  2. duplicate claims
  3. fraudulent redemptions
  4. households attempting to redeem more bundles than allowed
It also protects your store from accidentally issuing a disallowed bundle.

In Simple Terms:
  1. The customer’s contact info can change, but the Astro ID# stays the same.
  2. The Astro ID# is what controls eligibility, not the phone number or email alone.
  3. The system remembers their history no matter what contact info is updated.
  4. Trying to make a new account at another store will still trigger a duplicate match.
So even if you update an adopter’s contact information, nothing is “reset.”
The system still prevents them from redeeming more bundles than the rules allow.


Step 4 — Adoption Verification

This section confirms that the adoption is legitimate and within the STL rules.

IdeaTIP: If you get stuck or need more information about a required field, such as how each eligible Adoption Type is defined or what you should write on the Adoption Details line, simply mouse over the red information icon beside it.

You will complete three fields:

1. Adoption Type

Choose one of the following from the drop-down menu:
  1. Rescue (501c3)
  2. Animal Shelter
  3. Found/Stray
  4. Rehomed (non-breeder)
This helps us understand where the pet came from and keeps STL focused on supporting real adoptive families.

Info
More Info:
501(c)(3) Rescue applies to pets adopted through nonprofit rescue organizations.
Animal Shelter refers to adoptions from city, county, or municipal shelters.
Found/Stray is for pets taken in after being found without an identifiable owner (e.g., found outside or abandoned).
Rehomed applies when a pet is adopted directly from a previous owner through friends, family, neighbors, or similar situations.
If the pet was bought as part of a sale or breeding arrangement, it is not eligible for the ‘Sharing the Love’ program.


2. Adoption Details

  1. If the pet came from a rescue or shelter, enter the name of that organization.
  2. If the pet was found, rehomed, or adopted privately, enter a short description such as: “found under porch,” “rehomed from neighbor,” “foster fail,” etc.
This information is required for program transparency and auditing.


3. Adoption Date

Use the calendar tool to select the pet’s adoption date.
  1. The system will only allow dates up to 90 days in the past.
  2. Adoptions older than 90 days cannot receive a bundle.
This ensures STL support is given when new adopters need it most.

Idea
TIP:
Many Astro retailers have told us that they require/ask adopters to bring their adoption paperwork (rescue/shelter) in order to claim their adoption bundle. You'll be able to locate the adoption date on this paperwork and verify their eligibility. 

Notes
NOTE:
You do have the flexibility of tightening that eligibility window to 30-days or 60-days, if you so choose. We have found this to be a common practice among our retailers. 


Step 5 — Pet Details

Enter the pet’s name.

This name will automatically generate a Pet Profile under the adopter’s Pet Owner Account, allowing the adopter to view their pet’s information and future Bounce Back Coupons in the app. 

Notes
NOTE:
If the adopter ends up changing the pet's name, they can edit their pet's profile via the Astro Mobile App. 


Step 6 — Pet Owner Contact Information

In this section, confirm that the pet owner’s:
  1. Email address
  2. Phone number
are correct and complete.

If anything is missing, please add it now.

Why This Step Is Important

1. Identity Verification
Phone and email are checked across all STL redemptions to prevent duplicates or store-hopping.

2. Bounce Back Coupon Delivery
Bounce Back Coupons are brand-funded rewards that encourage adopters to return to your store.
    1. They are sent to the adopter’s email.
    2. They expire 30 days after they are generated.
    3. They can only be redeemed at your store.
3. Access to Your Mobile App
The adopter uses their email address to log into your store’s app, where they can view:
  1. Coupons
  2. Frequent Buyer progress
  3. Their pet profiles
  4. Loyalty rewards
  5. Your current Astro Offers
  6. Messages from your store

Alert
Important:
If contact information is missing when the form is fetched, the system may show an alert after you save the form. This is why we recommend confirming and entering all contact info before opening the adoption form.


Step 7 — Building the Bundle

Now you will help the adopter select their three items.

How to Choose Items
  1. Select one item from up to 3 of the drop-down menus.
  2. Each drop-down represents a product category.
  3. Once all 3 items are selected, the remaining drop-down menus will be greyed out.
  4. You can deselect a previously made selection in order to make a new selection from the same or different drop-down.

Using the Scanner Instead of Drop-Downs

If you want to scan items directly:
  1. Click the “Show Scanner” button.
  2. Scan the UPC to add the item automatically.
  3. Confirm whether the item was selected from one of the drop-downs.
This can be faster and helps ensure accuracy.


Step 8 — Save Pet Form

Once all fields are completed:
  1. Click the green “Save Pet Form” button.

Possible Alert at This Step

If a pet owner was missing required contact information before you opened the form, the system cannot run the full eligibility check at the start.

If you add the missing email or phone number while filling out the form — and that information matches an existing account that has already redeemed a bundle — the system will only catch the conflict after you try to Save.

This is why it’s important to update all contact information before opening the form. It ensures the eligibility check runs right away and prevents you from completing a form that cannot be redeemed.


This is why we strongly recommend:
👉 Always confirm the email and phone number before typing “astrodog” or “astrocat.”


Step 9 — Checkout

After saving the form and adding any additional loyalty purchases for the visit, click “Checkout.”

You will see a pop-up asking you to confirm that the customer’s email address is correct.
This is required so brands can send the adopter their Bounce Back Coupons, which can only be redeemed at your store.


Step 10 — Review the Reward Redemption Pop-Up

The Reward Redemption Pop-up will appear next. You will see:
  1. The three items chosen for the adoption bundle
  2. A checkbox beside each item
What to do:
  1. Check all three boxes to confirm that each item is being redeemed correctly.
  2. Review the items to ensure they match what the adopter is taking home.


Step 11 — Acknowledge the Accuracy Statement

Before the system allows you to redeem the items, you will see one final checkbox:

“I confirm that the information provided for this adoption reward is accurate to the best of my knowledge. I understand that all submissions are subject to audit and may be denied by the brands if found to be inaccurate.”

Why we ask for this acknowledgment (in plain language):
  1. It helps protect your store by preventing accidental errors.
  2. It reassures brands that redemptions are being handled honestly and consistently.
  3. It keeps STL strong and free for your business to use.
  4. It ensures everyone follows the same rules, which keeps the program fair.
This is not meant to blame or burden cashiers — it’s simply a quick confirmation that everything entered matches what the customer told you. It keeps the program trustworthy so brands continue funding these rewards.


Step 12 — Redeem Selected Items

Once all boxes are checked:
  1. Click “Redeem Selected Items.”
This finalizes the bundle redemption.


Step 13 — Confirm the Redemptions

After redeeming, review the Rewards Redeemed This Visit section.

You should see:
  1. All three adoption items listed
  2. The message “This reward was redeemed this visit” under each one
This confirms the redemption was processed correctly.


Step 14 — Finish the Visit

Click “Finished” to close the Pet Owner Account.

The adoption bundle is now complete, and the customer will be notified by email when their Bounce Back Coupon becomes available.


TIP: Set the Stage for a Long-Term Loyal Customer

Before the adopter leaves, take a moment to let them know that they now have a loyalty account at your store. This account will help them save money on their pet’s food, treats, toys, and enrichment supplies — often more than any big box or online store can offer.

Invite them to scan your store’s Astro App QR code and download the app. Explain that:
  1. Their Bounce Back Coupons will appear in their loyalty account in the next couple of days, and they can redeem those coupons only at your store.
  2. They can update their pet’s profile in the app and track their Frequent Buyer progress, so they always know when their next free bag is coming.
  3. The app helps them stay connected to your store’s offers, events, and rewards — making pet care easier and more affordable.
This small conversation helps adopters feel welcomed, supported, and confident that your store is the best place for their pet’s long-term care.



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