Troubleshooting & FAQs

Q: Why is my reward not issuing to a customer?

A: Check these three common causes:

1. Rules Not Met: The customer may not have met all the "AND" conditions. For example, their purchase was on the correct day, but they didn't meet the "Minimum Receipt total."

2. Time Window: Check the "Purchase Day/Time" and "Issuance window (hours)." The transaction must fall exactly within the specified time frame.

3. Program Status: Is the Reward Program saved as "Active" or is it still a "Draft"?

Q: What does the "Multiplier" actually do? Is 2x double points?

A: The multiplier creates a bonus based on the customer's base points. A multiplier of 2 means the customer gets their Base Points + (Base Points * 2).

Example:

• 50 base points becomes 50 + (50 * 2) = 150 total points.

• A multiplier of 1 would mean 50 + (50 * 1) = 100 total points (i.e., double points).

Q: Do the bonus points expire?

A: Yes. The bonus balance you issue will expire based on the "Reward Expiry" period you set (e.g., "3 Months"). The customer's base loyalty points will follow the expiration rules of your main loyalty program.