At Loyalty Club PLC, we understand that sometimes issues can arise with your loyalty program, and we are here to help you get everything back on track quickly. Below are some common problems and the steps you can take to resolve them.
Common Problems with Loyalty Programs
1. Members Not Earning Stamps
If your customers are reporting that they aren’t receiving stamps when they make purchases, try the following steps:
-Verify that the transaction meets the criteria for earning stamps (e.g., minimum purchase amount or specific products).
-If the issue persists, please contact our Business Support team for assistance.Incorrect Ted’s Token Balances
If members are reporting incorrect balances of Ted’s Tokens in their accounts, try these steps first:
-Double-check your transaction history to ensure that the stamps and tokens were properly awarded.
-If the balance remains incorrect, reach out to our Business Support team for further investigation.
2. Redemption Issues
If your customers are having trouble redeeming their Ted’s Tokens for stamps, you can try the following:
-Verify that the customer has selected the appropriate campaign and has enough Ted’s Tokens for redemption.
-Ensure that you have a sufficient balance of Ted’s Tokens.
-Ensure the redemption feature is enabled in your business settings and that the customer's stamps meet the requirements of the reward campaign they’re choosing.
If the issue continues, contact Business Support for troubleshooting.
3. Reward Campaign Errors
If your reward campaigns aren’t appearing correctly to customers or are experiencing technical issues, follow these steps:
-Review your campaign settings to make sure all details (such as reward thresholds and expiry dates) are correct.
-Ensure your campaign is set to active and that the terms and conditions are clearly defined for customers.
-Test the campaign with a dummy transaction to see if the issue can be replicated.
If the problem remains unresolved, contact Business Support for help.
Steps to Resolve Loyalty Program Issues
Check the Dashboard
Most issues can be resolved by reviewing your business dashboard. From there, you can track customer activity, adjust campaign settings, and monitor any system alerts or notifications.
Communicate with Customers
Let your customers know you're aware of the issue and are working on resolving it. Clear communication will help maintain customer trust during any disruptions.
Contact Business Support
If you're unable to resolve the problem through the dashboard, our Business Support team is available to assist you. You can reach us via the Message Centre, email, or phone for further troubleshooting.
By following these steps, most loyalty program issues can be quickly resolved, allowing you to continue offering a seamless experience to your customers. We're here to help ensure that your loyalty program runs smoothly at all times.
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