Things to Know: Offline Loyalty Rewards Processing
The following frequently asked questions address how our system processes offline loyalty rewards:
| What happens when the point of sale (POS) is offline when the Cashier selects the Loyalty Customer icon? |
| If the default lookup criteria is the code number or card number, the workflow is: The POS prompts the Cashier with the Identify Customer screen. The POS disables identification by any other criteria except code number or card number. The Cashier enters the lookup criteria and selects Add. The POS saves the entered identification number to the order. The POS does not prompt the Cashier with a customer profile. The POS does not apply loyalty rewards. The POS closes the order. The POS sends the Submit Order request using the saved customer identification number for points accrual.
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| What happens when the code number and card number are unavailable for lookup? |
| If the code number or card number are not available for customer lookup, the POS prompts the Customer or Cashier with the Loyalty Unavailable screen. Loyalty Customer lookups are not allowed if the Rewards System is offline. |
| What happens when the Identify Customer request times out or the POS goes offline? |
| If the Identify Customer request times out or the POS goes offline, the workflow is: The POS prompts the Customer or Cashier with the Identify Customer screen. The Customer or Cashier enters the lookup criteria and selects Add. When the Identify Customer request times out or the POS goes offline, the POS confirms that the Customer is being identified by the code number or card number. The POS saves the entered identification number to the order. The POS does not prompt the Customer or Cashier with a customer profile. The POS does not apply loyalty rewards. The POS closes the order. The POS sends the Submit Order request using the saved customer identification number for points accrual.
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| What happens when the Customer is not identified by the code number or card number? |
| If the Customer is not identified by the code number or card number, the POS prompts the Customer or Cashier with the Loyalty Unavailable screen. |
| What happens when the Validate Rewards request times out or the POS goes offline? |
| If the Validate Rewards request times out or the POS goes offline, the workflow is: The POS prompts the Customer or Cashier with the Identify Customer screen. The Customer or Cashier enters the lookup criteria and selects Add. The POS prompts the Customer or Cashier with a customer profile. The POS adds the loyalty offers. The POS validates the rewards on the order total. The POS sends the Rewards Validation request. If the Rewards Validation request times out or the POS goes offline, the POS prompts the Customer or Cashier with the error message. The POS does not convert the offers to rewards. The POS displays an error and prompts the Customer or Cashier if they want to proceed with the order without the applied offers: If they select Yes, the POS removes the offer and goes to the tender screen. If they select No, the POS stays on the Order Entry screen with the offers still in the order. When the Customer or Cashier goes to the tender screen, the POS sends the Rewards Validation request. If the request times out or the POS goes offline, the error displays again.
The POS tenders the order. The POS closes the order. The POS sends the Submit Order request.
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| What happens when the Redeem Rewards request times out or the POS goes offline? |
| If the Redeem Rewards request times out or the POS goes offline, the workflow is: The POS prompts the Customer or Cashier with the Identify Customer screen. The Customer or Cashier enters the lookup criteria and selects Add. The POS prompts the Customer or Cashier with a customer profile. The POS adds the loyalty offers. The POS validates the rewards on the order total. The POS tenders the order. The POS sends the Redeem Reward request. If the Redeem Reward request times out or the POS goes offline, the POS queues the request to retry later. The POS does not notify the Customer or Cashier. The POS closes the order. The POS keeps the applied rewards in the order.
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| What happens when the Submit Order request times out or the POS goes offline? |
| If the Submit Order request times out or the POS goes offline, the workflow is: The POS prompts the Customer or Cashier with the Identify Customer screen. The Customer or Cashier enters the lookup criteria and selects Add. The POS prompts the Customer or Cashier with a customer profile. The POS adds the loyalty offers. The POS validates the rewards on the order total. The POS tenders the order. The POS sends the Redeem Reward request. The POS closes the order. The POS sends the Submit Order request. If the Submit Order request times out or the POS goes offline, the POS queues the request to retry later. The POS does not notify the Customer or Cashier. The POS keeps the order closed. The POS keeps the applied rewards and assigned loyalty customer number in the order.
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