Lost Ticket Recovery

When a customer loses access to their phone (dead battery, lost device) and can’t show their ticket, staff can look up the ticket and verify ownership using the Staff app.

How to recover a ticket

1. Open the Staff app and select "Rescue Ticket".
2. Search for the customer by phone number or the name on their CoatCheck account.
3. Verify ownership with one or more of the following:
   • Details about the item (color, brand, unique identifiers)
   • Approximate check-in time or pickup window
   • Last four digits of the phone number on file
   • Any other info already stored on the order
4. Once confident, proceed with the standard handoff flow.

Tips

• Be consistent: ask the same verification questions across staff members and shifts.
• If unsure, escalate to a supervisor before releasing the item.

_We plan to make this process easier and more secure so customers can verify without a phone or ID.