Loyalty Program in the order card

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Let's consider how the Loyalty Program works in the order card. We will explain the principle of applying a discount, as well as accrual and write-off of bonuses in the order.

If a customer is a member of the Loyalty Program, then when placing an order, it becomes possible to select the privilege available to him. If no privileges under the Loyalty Program are currently available to the customer’s participation, then the choice will be from two options: “Personal discount” (if available in the customer’s card) or “No discount”. If the customer does not have a personal discount, the choice of privilege in the order is not available, since in fact only the “No discount” option is available.

Note

When the setting up of automatic registration of a customer in the Loyalty Program being active and further saving the customer and creating an order from a dialog in the system - the created participation in the order will be automatically inserted. The privilege will be set as “No discount”.

Below the block with the customer’s basic data, a block of data on the Loyalty Program is displayed, where there is a link to the participation card of the customer with the name of the Loyalty Program in which he is a member, as well as the participation status. The block can be maximized by clicking on the “more” button, information about the card number, phone number and participation level with current privileges will open.

Information about participation appears in the order card automatically, it cannot be added or deleted manually. Let's consider on the basis of which data the system determines the display of participation in the order:

1. The order was placed for a store that appears in the Loyalty Program settings.
2. The customer has a participation in the Loyalty Program.

The order where the customer’s participation was pulled up, will be taken into account in the accumulation of the amount of participation purchases.

Below the added products, information about the customer privilege applied to the order is displayed. All valid options for customer privileges for this order are available for selection - a privilege according to the level of participation in the Loyalty Program (discount or bonus accrual), a privilege according to [event in the Loyalty Program](/Users/ LoyaltyProgram/LoyaltyEvents) (discount), customer’s personal discount or “No discount” option.

Possible options for privileges in the order are determined based on the customer of the order, whether he has participation in the Loyalty Program and on the store of the order (whether the Loyalty Program is valid for this store). At the time of creating an order, the system, based on the completed data in the order, determines a possible privilege option and applies it in the order.

Important!

In the case of the status “Not confirmed” - to another non-discount privilege (bonuses), a personal discount of the customer (if any) or the "No discount" option; in the case of the “Deactivated” status - select only the discount privilege and the “No discount” option.

Let's consider the logic of automatic application of a privilege in the order

If an order is created from a customer card (in this case information about the customer and the store is automatically inserted) or when created from a list of orders with further selection of an existing customer, and there are no products yet at the time of order creation, then the system automatically applies the privilege in the order according to the following priority:

1. Discount on the Loyalty Program event
2. Privilege according to the level of participation in the Loyalty Program
3. Customer’s personal discount
4. No discounts

If at the time of creating an order it also contains information about products (for example, when copying an order without copying a privilege), the system automatically calculates and applies the most advantageous privilege option for the customer (in nominal terms).

If the order composition changes and a more advantageous privilege option appears than the currently selected one, an icon with an exclamation mark will be displayed, indicating that a more advantageous privilege option is available for selection. When opening a window with available privileges, an exclamation mark icon will appear next to the most advantageous option.

When you click on the link “About privileges and discounts”, which is located in the privilege selection drop-down box, a pop-in window will open with a description of all possible privilege options that may be available to the customer in the order.

The very composition of the order reflects what discount is provided to the customer or how many bonuses will be accrued after completing the order, according to the selected privilege.

The “Discount” column displays the total amount of all applied discounts on products in the line in nominal terms (please note that an additional discount per unit of product is set and displayed in the “Price” column). By clicking on the discount amount, a pop-up window will appear with details of which discounts and in what amount are applied to this product item. In case of using bonuses, their number and the amount of the discount in currency equivalent are displayed. The same window will display information about the amount of the one-time discount and about rounding off if they were applied in the order.

The number of bonuses to be accrued is displayed in the “Cost” column. Bonuses are accrued when an order is transferred to the “Completed” status group.

Below the order structure there is a block “Writing off bonuses”, where we see the number of active (available for writing off) bonuses on the account and the number of bonuses that will burn out in the next 30 days (clicking on the number of bonuses will open a pop-in window with details).

Important!

If the customer’s participation is not confirmed, the block of writing off bonuses is not displayed. Bonuses write-off is available only for active participations and for active Loyalty Programs.

Please note that bonuses cannot be written off if all the products in the order are promotional and if the “Use bonuses with discounts” option is disabled in the Program settings.

Promotional products - products with an additional discount, a one-time discount, or products at a promotional price. In the order card, for a product at a promotional price or with a discount, a corresponding icon is displayed next to the cost of the product.

Bonuses can be written off only upon saving the order.

How to use the bonuses available to the customer

When you click on the "Use bonuses" link, a window opens where you need to specify the number of bonuses to be written off. Bonuses are automatically distributed among the products in the order in proportion to their cost. The same window displays the number of bonuses that can be written off within the order, as well as the calculation of the discount in currency terms that the customer will receive at the bonus write-off rate set up in the settings.

Note

The number of bonuses to be written off is displayed according to the terms set up in the Loyalty Program settings. For example, a customer has accumulated a lot of bonuses, but there may be terms in the Program settings that will not allow him to pay with bonuses more than 30% of the order value.

Please note that the system may not always be able to distribute for products in the order the number of bonuses specified by the manager for write-off. In this case, the system will write off slightly fewer bonuses so that the number of bonuses is divided by the number of products. For example, the system will not be able to write off 100 bonuses for 3 units of one product in an order (when 3 units are on the same line).

If the write-off confirmation option is active, it will be impossible to write off bonuses in the order without SMS confirmation. When writing-off, the customer will receive an SMS with a code which should be communicated to the manager, and the manager, in turn, will enter this code in the order.

Resending an SMS message with a confirmation code is available 60 seconds after the first sending. The lifetime of the code from SMS is 300 seconds (5 minutes). If the code is entered incorrectly, then 2 more attempts are given to enter (3 attempts in total). If the code is entered incorrectly all 3 times, sending and entering the code is blocked for 12 hours.

Note

The SMS is sent from the verified name of the store, which is selected in the main settings of the Loyalty Program. If several stores are selected, it is sent on behalf of the store in the customer. If the names are not verified for each store separately - SMS is sent from the verified name by default.

Let’s also consider several features after the write-off and/or accrual of bonuses in an order:

• After the write-off/accrual of bonuses for an order, a button appears to cancel the operation with bonuses. Depending on the operations performed, the name of the button will be different: “Cancel actions with bonuses”, “Cancel write-off of bonuses” or “Cancel accrual of bonuses”. When clicked, the corresponding operation is performed for the entire order - the written-off bonuses are returned to the participant’s account, and the accrued bonuses are debited from the account. Please note that canceling the write-off and/or accrual of bonuses is not possible in an order that is in the “Completed” group status.
• If you need to cancel bonus operations for only one line in the order, turn the product status to cancellation. Cancellation of bonus operations for one product item is available in an order located in any status group. If you need to return bonuses for one product unit within a line (for example, one product in the amount of three pieces), use the split trade offer function and cancel the product item that appeared as a result of the split. Bonuses will be returned only for those products that have been turned to cancellation status.
• When deleting a product item from an order, the bonuses written off/accrued for this product are also refunded (as is the case with the product status from the point above).
• When canceling an order, bonus operations are not automatically canceled. If you need to automate this operation you can configure matching product statuses to order status.

Please note that canceling the write-off and/or accrual of bonuses is not possible in an order that is in the “Completed” group status.

Note

When you cancel the write-off of bonuses in an order, they are returned to the participation account with the original validity period that existed originally at the time of their write-off. That is, at the time of return, bonuses may no longer be valid and will immediately burn out.

Changing the order composition once the privilege is applied

After completing bonus operations in an order, when bonuses for the order have already been credited or written off, work with the order composition is not blocked, but please note that the following changes in the order will not affect the number of bonuses already written off and/or accrued:

• Changing the price and purchase price of the product
• Changing monetary and percentage discount both for a separate product item and the entire order
• Changing the product quantity, including its deletion.
• Changing the price type
• Adding a product to an order

If the bonuses have already been written off, but the order has not turned to the status of the “Completed” group and bonuses have not yet been accrued for it, then when the order composition changes, the number of bonuses to be accrued will be automatically recalculated according to the terms set up in the Program settings. At the same time the number of bonuses written off will not change.

If it is necessary that changes in the product part of the order affect the number of bonuses already accrued and/or written off, then you should cancel the bonus operations before editing the order and perform them again after making all the changes (re-write off bonuses in the order or transfer the order to the “Completed” group status » to accrue bonuses).

Changing a privilege in an order

You can also change the privilege that was applied in the order. In some cases, after changing the privilege, the order amount may change, at the same time the amount of accumulations and the level of participation will be recalculated. With automatic recalculation the system will not be able to lower the participation level below the one that was last manually set. If after recalculation the participation level turns out to be lower than the one that was set manually, the level specified manually for the last time within the participation will be assigned.

Let's consider what will happen in the system when editing a privilege:

• When changing a privilege from the “By level” type to some other type, if bonuses have already been accrued for the order - they will be written off from the participant’s account.
• If bonuses have not yet been accrued and the order is in the “Completed” group status, then after changing the privilege to the “By level” option (which implies the accrual of bonuses) and further saving the order, bonuses are accrued immediately. The number of bonuses written off when changing the privilege remains the same.
• When changing a privilege from the “By event” type - if the discount period for the event has not yet expired, then the “By event” type will be available for re-selection in the order.

Important!

It is not possible to edit a store, a customer and a type of customer after accrual/write-off of bonuses in the order. You should cancel bonus operations before editing.