Troubleshooting Common Loyalty Scenarios

Troubleshooting Common Loyalty Scenarios

Overview

This article gives you an overview of common iVendNext loyalty issues and easy fixes to keep points accurate and customers happy.



1. Enrollment and Account Issues

Symptoms and Solutions

Problem

Possible Causes

Resolution Steps

Customer can't enroll

Program not active

Verify program status in Loyalty Setup > General

Duplicate accounts

System integration error

Merge accounts via Customer Management

Missing welcome points

Award rules misconfigured

Check Award Settings > Registration Bonus


Idea: Always test enrollment flows after system updates.



2. Point Accrual Problems

Diagnostic Checklist

  1. Verify Transaction Eligibility:


  • Confirm purchase meets minimum criteria

  • Check for excluded product categories

  • Validate tender type restrictions


  1. System Configuration:



  1. Common Fixes:


  • Update Loyalty Plan date ranges

  • Review Point Allocation Mechanism (Floor/Ceiling)

  • Check Special Days conflicts



3. Redemption Failures

Troubleshooting Matrix

Error Message

Root Cause

Solution

"Insufficient points"

Balance mismatch

Reconcile via Loyalty Journal

"Maximum redemption exceeded"

Tier limits applied

Adjust in Loyalty Level settings

"Points expired"

Expiry policy enforcement

Configure grace periods


Critical Checks:


  • Validate Points Conversion Factor

  • Confirm Redemption Method (Current Level vs Fallback)

  • Test with different Tier Levels



4. Notification and Communication Issues

Delivery Diagnostics

Email/SMS Failures:


  1. Check Notification Setup > Service Status

  2. Verify customer opt-in preferences

  3. Test with multiple email domains


Content Problems:


  • Audit personalization tags ({points}, {tier})

  • Review mobile formatting

  • Confirm branding guidelines applied



5. Reporting Discrepancies

Data Reconciliation Process

  1. Compare Sources:


  • POS transactions

  • Loyalty Journal entries

  • Customer statements


  1. Investigation Tools:


  • Loyalty Audit Log: Track point adjustments

  • Customer Point History: View individual timelines

  • System Alerts: Identify processing errors


Common Fixes:


  • Rebuild point balance cache

  • Correct timezone settings

  • Update accounting integration



6. Performance Optimization

Preventative Maintenance

Monthly Checks:


  1. Review system integrations

  2. Test failover processes

  3. Audit automation rules


Quarterly Tasks:


  • Purge inactive accounts

  • Update reward catalog

  • Optimize database indexes



Escalation Procedures

When to Contact Support

  • Data corruption issues

  • System-wide outages

  • Security concerns


Prepare These Details:


  1. Error screenshots

  2. Timestamps of occurrence

  3. Affected customer examples

  4. Recent system changes



Troubleshooting Toolkit

Helpful Resources

  1. Loyalty Health Dashboard:


  • System status indicators

  • Queue processing times

  • Error rate monitoring


  1. Recovery Scripts:


  • Point balance corrections

  • Batch notification resends

  • Data export utilities



Best Practices

  • Maintain a test environment for troubleshooting

  • Document resolution procedures

  • Train super users at each location

  • Schedule annual system reviews


Idea: Create a "Loyalty War Room" during peak seasons with cross-functional teams on standby.



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