Why This Happens

Sometimes a customer visits the dealership but their record never gets validated in the dealer portal — or their card gets lost in the mail. Every email intice sends includes a support link for exactly this situation.

How the Customer Requests Verification

The customer follows the support link, enters their redemption number, confirms their address using the same validated address-capture tool used elsewhere in the system, and provides their model of interest, purchase timeframe, and the date they visited. If they'd already been redeemed and the card was simply lost, this can trigger a reissue directly. If they were never redeemed, the request routes to your dealership.

Responding to the Request

  1. You'll receive an "urgent customer requesting visit validation" email with all of the customer's information, and you'll also see a notification the next time you log in to intice.com.
  2. Review the request. If you can't validate that the customer actually visited (for example, no matching CRM record), you can decline it — the customer receives an email letting them know, with instructions to contact the dealership directly.
  3. If it's legitimate, click Approve. This carries the customer's information into the standard visit validation page, pre-filled.
  4. From there, it's the same redemption process as any other visit — the system checks for duplicate cards by phone, email, or address, and you can cancel, mark as duplicate, or proceed.
  5. Proceed with the redemption, and the envelope icon confirms it's complete.