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Projects:Loyalty Programs/Functional Documentation

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Contents

Introduction

What is a loyalty program?

Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.

Loyalty programs encourage shoppers to return to stores where they frequently make purchases. Some of the incentives may include advanced access to new products, additional discounts or sometimes free merchandise.

In loyalty programs:

Objectives of the document

The main objective of this document is to describe the different windows that are used to configure and manage loyalty programs. Definition of earning and burning rules will follow the same structure as Discounts and Promotions: main types defined at system level and configurations applied to to them by the user.


Loyalty Program Management

Earn Rule Type

EarnRuleType.png

Burn Rule Type

BurnRuleType.png

Category Rule Type

CategoryRuleType.png

POS Terminal Type

POSTerminalType.png

Loyalty Program

LoyaltyProgram.png Statuses.png

Categories

Category.png

Earning rules configuration

EarnRules.png

Category rules configuration

CategoryRules.png

Burning rules configuration

BurnRules.png

Conversions

Conversions.png

Burning Points Processes

Burning points is the action of converting points into different outputs (money, cheques, gift cards,... ) which can be then used by the customer. Points are burned by applying a set of Burning Rules to the points already earned by the customer.

There are two ways of burning points:

Manually

It is possible to select several lines of Earned Points and click on the Burn Points Process button. This will open a Parameters window allowing to choose a single Burn Rule. The list of available Burn Rules will be defined by the Start/End dates, the Can Be Executed Manually flag.

Burning Run Process

It will be possible to schedule a new Process (through the Process Request window) to execute the Burning Process periodically. This process will read the configuration of each Burn execution from a new Burn Run window.

Burn Run (Traitement de burn) records will define the following information:

A subtab to define which Burn Rules will be executed. The list of available Burn Rules will be defined by the Start/End dates, the Can Be Executed In Scheduled Process flag. Each Burn Rule defined here will have a priority, which will define the order in which Burn Rules will be evaluated.

Additionally, each Burn Rule will have its configuration tab for the specific Burn Run.

Burn Run records by default will be created in pending/non-ready mode, meaning that by default a Burn Run configuration cannot be used by the Burn Run Process. A simple process button will be used to set the Burn Run as ready and usable by the scheduled process.

Copy Configuration process will be available to create a new Burn Run based on a previous Burn Run.

Simulate button will allow to launch a simulation of the Burn Run configured.

BurnRun.png

Subscriptions

Subscriptions.png

Earned Points

Burned Points

Loyalty Program Subscription

WebPOS Loyalty Subscription Icons

Subscription status Icon
If the customer is not subscribed to any loyalty programNo icon
When customer subscribed to an exclusive loyalty program which is inactive (inactive or expired)*IconLoyaltyCardExclusive-Error.png
When customer subscribed to several programs, and all of them inactive (inactive or expired)*IconLoyaltyCard2-Error.png
When customer subscribed to an exclusive loyalty program which is active (not expired)*IconLoyaltyCardExclusive.png
When customer subscribed to several programs, and all active*IconLoyaltyCard2.png
When customer subscribed to several programs, some active and some inactive*IconLoyaltyCard2-Warning.png


* A subscription will be considered inactive if:

Icon near name.PNG

SearchLoyaltyProgram.png

WebPOS New Subscription

NewSubscriptionContextual.png

NewSubscription.png

NewSubscriptionLoyaltyProgram.png

SubscriptionInfo.png

SubscribedReady.png

SubscribedList.png

WebPOS Subscription Search

SearchLoyaltyProgram.png

SearchMemberID.png

SubscribedSearch.png

SearchAdvanced.png

WebPOS Loyalty Subscription Info View

SubscriptionInfo.png

WebPOS Add Points

Loyalty Points for a subscriber can be added manually from WebPos in 2 ways.

  1. From 'Add Points' menu.
  2. From 'Add Loyalty Points' button from 'Last Activity'

'Add Points' menu will be available only when the loyalty features is enabled for the touch point type.

AddPoints Menu.png

AddPoints LastActivity.png

Adding Loyalty Points has 4 steps,

  1. Select Customer
  2. Select Subscription
  3. Enter Number of Points
  4. Select Reason

On Completing each step, selected value will be displayed under step name and step background will be changed to green to show the step is completed. Once a step is completed, next step will be loaded.

Customer

AddPoints Customer.png

Subscription

AddPoints Subscription.png

Points Amount

AddPoints PointsAmount.png

Reason

AddPoints Reason.png

AddPoints Approval.png

All these steps can be redone, therefore it is allowed to moved back to any step to edit the information. In that case all the information in succeeding steps will be lost and should be filled again.

Back Office

AddPoints BackOffice.png

Loyalty Burn Rules

Reedem points from WebPOS and generate Gift Certificates

It is possible to reedem loyalty points from Web POS and generate gift certificates than can later be used to get discounts in stores, using Loyalty Gift Certificate BURN Rule.

This feature is available when enabling loyalty features in the touch point type.

When a customer is assigned to the receipt, some new payment buttons per each loyalty program subscription are added to the payment area. These buttons will just be displayed in case:

  1. a customer with at least one subscription is selected.
  2. in case the subscriber belongs to a program which has gift certificate burn rule defined
  3. in case the subscriber is in a status in which can BURN points
  4. the available amount of points exceeds the minimum required by the rule configuration.

These buttons display both the program name and the available amount to be consumed. This amount is generated by convert the available points on the subscription, taking into account the active conversion.

Several Subscription Payment Buttons.png

Payment Flow

These buttons behave as regular payment buttons, just is needed to select the Loyalty Program Subscription payment button wich points will be burned from, and then the desired amount and press the ENTER key or just use the PAY EXACT AMOUNT button for the full remaining amount.

Before execute the payment with the available points a dialog popup is shown with details of the payment, and it is needed to press the OK button to consume the amount.

Payment Details Dialog.png

If the OK button is pressed, then the paid amount is converted to points and the are consumed at backend. This operation generates a new Gift Certificate, the payment is added to the ticket and the available points for the subscription is updated to the customer subscription.

Payment Line Added.png

Buttons are updated to dynamically reflect the new available amount. If the remaining available amount is zero, then the button should be as well disabled.

Payment Button Updated With Available Amount.png

Deleting a payment

When a payment is deleted from the ticket, the Gift Card Consumption in BO is undone and closed in BO. A new points entry is done to recover the ones used to generate the gift certificate and the Loyalty payment button is updated to reflect the available amount again.

Simplified flow

All steps explained above can be simplified in case:

  1. There is one single loyalty subscription for the selected customer.
  2. There are available points for the customer to consume. It means there is a minimum amount of points a subscriber has to have to redeem the points.
  3. And the amount of available points exceeds the minimum required by the Gift Certificate Burn rule configuration.

If all this requirements all met, a new dialog is shown to offers the user the chance to consume the available amount, and it will pop up when total amount to pay is pressed.

Simplified Popup.png

Other important topics to consider

There are some scenarios wich are considered in this feature and we going to explain in this section.

Amount bigger than available is entered

If it is selected a Subscription Payment button and is entered an amount bigger than available in the subscription an error message is presented to the user and he needs to enter the amount again.

Entered Amount Bigger Than Available.png

Available amount is lower than the pending amount

If the user tries to pay with the EXACT PAY button and the available amount is lower than the remaining amount of the ticket, then just the available amount is burned and used for payment.

Exists an overpayment with loyalty subscription points payments

When the user goes to save the Order by pressing payment DONE button, in case:

  1. there is a payment using loyalty points,
  2. there is an overpayment
  3. overpayment amount exceeds amount paid in cash

A popup message is shown to the user explaining it is not possible to save the order while the overpayment persists, and the order is not saved.

Overpayment With Program Payment.png

Reedem points from WebPOS and generate Coupons

It is possible to reedem loyalty points from Web POS and generate coupons than can later be used to get discounts in stores, using Loyalty Coupon BURN Rule.

When completing a ticket, a new popup will allow to reedem points and generate coupons when these conditions are met:

  1. Touchpoint Type allows loyalty features.
  2. Customer is subscribed to a Loyalty Program with a Generate Coupon Burn Rule defined.
  3. Generate Coupon Burn Rule is enabled for Web POS.
  4. Customer has enough points to generate at least one coupon based on Generate Coupon Burn Rule configuration.

Generate Coupons popup will show each Loyalty Program where the customer is subscribed together with the amount of available points. It will be possible to select the Burn Rule to run in each Loyalty Program.

In case Generate Coupons button is clicked, selected Burn Rules will be run and generated coupons will be printed together with the ticket.

GenerateCouponsAutomatic.png

GenerateCouponsManual.png

Different Generate Coupon Burn Rules can be used in the same Loyalty Program with different configuration:

GenerateCouponsConfiguration.png

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