Customer rewards tender issues
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Laura Foster
Hello all,
Further to Neil's comment below, I have some information to share about the way this piece works.
When 'Block Customer Rewards' is set on a Tender Type, no points will be generated for transactions paid for with this tender type.
If the blocked tender covers a partial transaction (e.g. a split tender) then no points will be generated for the entire transaction.
However, there is one exception to this rule - 'Block Customer Rewards' cannot be used on the Customer Rewards Tender Type (despite appearances in Back Office, which we may look to change). If 'Block Customer Rewards' is ticked for Customer Rewards, the customer will still earn points on the transaction.
This exception is intentional, with the aim of inducing loyalty for those making use of the scheme - as mentioned by Neil in his earlier comments.
If this a partial transaction, and Rewards are blocked on the Rewards Tender Type, the transaction will earn points to the full value.
If this is a partial transaction and Rewards are blocked on the other Tender Type (e.g. Cash), then no points will be awarded at all.
This is now covered with scenario-based application in the following HowTo: https://howto.citruslime.com/52925-customer-rewards/blocking-customer-rewards-based-on-the-tender-type-used
Thanks
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Phil Topliss
Laura Foster Maybe I'm missing something but this makes no sense at all. If you block cash or card and split the payment it blocks rewards.
But if you block rewards points on tender type it doesnt.
What does blocking reward points as a tender type do then?
Please can we have the option to block the cash or card element of the payment which is fair for customer and retailer
Neil McQuillan - CEO Citrus-Lime
Can you contact the helpdesk about this on Monday please? Ask for it to be immediately escalated to a senior member.
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Phil Topliss
Neil McQuillan - CEO Citrus-Lime I have done. blocking rewards points as a tender type doesnt block rewards points from being given to the whole order as I was told it would. This is really bad as we have some customers on higher reward points levels who end up getting loads of points without spending hardly anything if they use their points.
Neil McQuillan - CEO Citrus-Lime
Phil Topliss From memory transactions with Rewards Points spent on them will always generate points, this is to ensure customers who use the scheme always have a positive balance. This is a strategy which works, customers who spend points buy in stores more frequently and buy more items and have higher average order values.
It's notable that our oldest Rewards customer has the highest level of repeat business on what is primarily an ecommerce business, which traditionally show less loyalty. The business has highly respected achieved margins at around 40% after discounting.
All that said I'll ask Laura to reach out to you, it sounds like the user interface needs some work to explain the functionality or I may indeed be wrong. I've only responded today as the post involved financials.
Finally you are correct once a tender type is taken as a deposit or account payment, you would need to manually add 'No Points' as the payment is held on account.
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Phil Topliss
Neil McQuillan - CEO Citrus-Lime the system seems illogical to me, if you block a tender type you would expect it to be blocked and giving people points when they havent spent anything makes no sense. It seems like a design flaw rather than intentional. Please can we have the choice to give away all our margin on points transactions and have a blocking system that works logically.
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Phil Topliss
Yes we have only just discovered this its crackers, its far worse than that though and I bet most people don't realise this.
I.e customer spend £14.95 of points on a £15 transaction, the customer gets points on the full £15 of spend even if the tender type for rewards points is set to block. So they get effectively double the points on that transaction
Also if you have finance and cyclescheme set to block points it always gives them full points unless you add nopoints to the order.
We nearly always apply tenders as deposits and then mark the order as collected at the point of collection. So if you add the cyclescheme payment as a deposit or finance and dont add nopoints to order. They get the full points on the order.
How much have we given away in extra points on top of the cycle scheme fees.
I'm not clear what the block rewards points in tender types actually does as it doesn't seem to block anything that we put through
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Summertown Cycles
The system should be able to award points to the "cash/card" portion of sale and no points to the "blocked tender" portion.
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Phil Topliss
Summertown Cycles thats what we would have expected, its also what we have been told should happen