If you have a loyalty program where, after a certain point threshold is met, those points are automatically reset down to 0 and the guest receives a reward, yet you do not see this happen, there are typically two reasons for this occurring.
This article uses an example Loyalty Program to explain below, where at 1000 points a guest is supposed to have their points reset down to 0 and receive $25 Reward Dollars. Another example (for a campaign points increment) would convert 200 points to a $5 Reward Dollars reward.
Cause 1: Admin Adjustments
You can see in the example screenshot below that the guest is over 1000 points, yet no conversion of points happened, and no reward was earned.
The reason this most often happens is because a CSR Wallet Adjustment was performed on the account incorrectly. Based on the screenshot above this can be confirmed, because we can see the Admin Adjustment event added 827 points to the account. Admin Adjustments do not run the Paytronix rules engine, which means this (or any) conversions will not occur.
Note the screenshot below: this is the Adjustment Preview screen of the CSR Adjust Wallet tool. It provides you with a preview of what the resting wallet balance will look like for a guest account once you press one of the blue adjust buttons.
See how Adjust One Wallet, an Admin Adjustment, of making an account hit 1000 points would just do that, and no point resetting or reward would be earned.
Then look at the second button- Adjust All Wallets. Adjust All Wallets will run the Paytronix rules engine, which means any rules set up for normal point accrual will run. We can confirm this by seeing how in giving this account 1000 points, the system will simultaneously remove them from the account and grants the account 25.00 Reward Dollars, as this is the point threshold. This will reflect as a “Rules Adjustment” in the transaction history for the guest, and not an Admin Adjustment.
If you do not select Adjust All Wallets and instead select Adjust One Wallet, and that adjust is what would have brought the guest over the point threshold, they will be brought over the point threshold but not have the points reset. The guest will in turn not get their reward. Even though the next time the guest earns points, this will cause the system to reset them down to 0 (to bring them out of this limbo state), the guest will have missed their chance for the reward and not earn it until the next time they are over the point threshold (unless of course that next time is due to an Admin Adjustment, in which case the same behavior will happen again).
Cause 2: Campaign Adjustments
Another common cause of this happening that isn’t the result of an Admin Adjustment, would be a Campaign Adjustment! Points awarded to guests via campaigns also do not run the rules engine, so all of the above will be true for an account brought over the threshold as a result of a campaign giving out points to accounts. This is why it is not recommended to ever give out points via a campaign. Below is an example of an account that should have converted at 200 points, but the increment of 50 points via campaign did not trigger this conversion.
How to resolve
If you receive a report from a guest or notice that an account is over the expected point threshold and did not receive the reward, go to the guest’s Transaction History (Detailed View) and see if you can pinpoint an Admin Adjustment or Campaign Adjustment as the cause. If so you will need to manually reset the guest’s points back to 0 and give them the reward via the CSR Adjust Wallet tool.