Participation is registered from the customer card or via API. The registration button is available in the customer card only if there is at least one running Loyalty Program in which the customer has not yet been registered.
When registering a customer in the Loyalty Program, you can choose one of the existing customer phones or register participation for a new number, which in turn will be added to the customer card.
How to work with the Loyalty Program in the order you can read here, and how the Loyalty Program looks like in the customer - here.
Rights to work with the Loyalty Program
The interaction of managers with the Loyalty Program can be flexibly configured using the corresponding rights in the user group. Find more about working with a group of users in the corresponding article.
Let’s consider the Loyalty Program participation card
The left column displays basic information about the customer and his participation in the Loyalty Program, the right column shows the actions that can be performed and the history of participation with details on orders, participation or SMS, as well as the history of accrual/write-off of bonuses.
Information on participation
In the first block, we see the name of the Loyalty Program, in which the customer's participation is registered. When clicking on the name, we will go to the administrative part, to the Program settings (if the manager has the corresponding rights active). Below the name are located: date and time of registration in the Loyalty Program, card number, which can be changed right there by clicking on the pencil icon, participation status and stores in which the Loyalty Program is valid.
Customer information
Below the block with the name of the Loyalty Program a block with customer data is displayed. To the right of the customer's name, you can see a number with a percentage - this is a personal discount that is set in the customer's card. When you click on the name itself, you will go to the card of this customer.
The participation phone number is displayed below. To the right a pencil icon is displayed which can be used to change the phone number (all entered numbers are saved in the customer). Next to the number, its attribute is displayed if it is confirmed, or the "Confirm" link if it is not confirmed. Clicking on the link will open a window with information about sending a message and a button. Click on the button and an SMS with a confirmation code will be automatically sent to the customer, and the manager will only have to enter the code named by the customer in the field displayed instead of the button.
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] (/Users/Administration/SettingBlock/sms/Verification).
To the right of the phone number [the level is displayed](/Users/Loyalty Program/LoyaltyLevel) of participation with the date the level was assigned.
Below the number with the level, the privileges that are currently available to the customer are displayed. The amount of accrued bonuses for purchases or the amount of the discount provided is displayed there. The data changes depending on the terms of the level that is currently assigned to the Program participant.
Bonus account
Below the block with information about the customer a block with bonuses that are available to the customer is displayed. The detail displays active bonuses (those that are currently available for use), bonuses that are awaiting activation (relevant, for example, if you have the [delayed activation of bonuses] option active in your settings (/Users/LoyaltyProgram/LoyaltySetting /LoyaltyBonusSettings)), as well as bonuses that will burn out within 30 days.
Note
When you click on the number of bonuses to activate or the number of bonuses to burn out, a pop-in window will open, which displays in detail information about all future actions with bonuses: date of activation/burnout, type and number of bonuses to activation/burnout.
Slightly below is the number of accrued, written off and burnt out bonuses for the entire period of participation in the Program.
Amount of purchases
This block displays the accumulated amount of purchases of the customer with the current level, as well as the amount that the participant needs to reach the next level. The amount of purchases is taken into account depending on the options that you have set in the Loyalty Program settings (after completing or after paying for the order, with or without delivery costs). When you click on the "History of accrual" link, you will be redirected to the "History of participation" block, to orders detailing, where orders with the amount that was credited to the amount of accumulations are displayed.
Important!
The amount of participation accumulations includes all orders (except for orders in the "Cancellation" status group) made by the customer after registration in the Loyalty Program. Orders must relate to those stores that appear in the Loyalty Program settings. The amount of purchases will be automatically recalculated in case of deleting an order, the amount of which was taken into account in the amount of purchases (bonuses will not be affected).
Additional data
This block will display user fields with the "Participation in the loyalty program" type.
The participation status can be changed in the "Actions" block, "Change status" link. When clicked, a pop-in window will open where you should select the current status, leave a comment if necessary and click on the "Edit" button. In the same block, you can accrue or write off bonuses, as well as change the level of participation in the Program.
If the participation has the status “Not confirmed” or “Deactivated”, a warning message saying that the interaction with the privilege in this status is limited will be displayed in the participation card, as well as in the order and in the customer, where this participation is applied. Let’s consider the features of each status.
If the participation status is "Not confirmed", then:
- Participation is available in the order card
- The amount of purchases is accumulated and participation levels are recalculated
- Bonuses are accrued according to the level of participation
- Bonuses and discounts for [events] are accrued (/Users/LoyaltyProgram/LoyaltyEvents)
- You can not write off bonuses to pay for the order
- Discounts for levels of participation and for events are not applied
Note
If all the terms for the automatic activation of participation in the Loyalty Program are met, the transfer of participation to the “Not confirmed” status will be impossible.
It will be possible to use the accumulated bonuses and discounts only after activation of participation.
If the participation status is “Deactivated”, then:
- Participation cannot be pulled up into the order card
- There is no accumulation of the amount of purchases and recalculation of participation levels
- Bonuses for orders are not accrued
- Bonuses and discounts for events are not accrued
- You can not write off bonuses to pay for the order
- Discounts for levels of participation and for events are not applied
Important!
If the participation status was changed after applying the privilege, then information about the applied privilege will be displayed in the order with the possibility to change it to another non-discount privilege (bonuses), a personal customer discount (if any) or select the “No discount” option.
When accruing bonuses manually, you can select the expiration date. You can leave the default value - bonuses will expire according to the rules of the Program or select a specific date or set it manually. Please note that the activation of bonuses occurs immediately, and the expiration date is calculated from the date of their accrual.
You can leave a comment when you change the participation level. In the drop-down list itself, in addition to the name of the level, the amount of purchases that corresponds to the level is also displayed.
Please note that 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.
Important!
The level change depends directly on the amount of purchases. That is, you cannot select the level of participation in which the amount of purchases is less than the amount of customer purchases.
Participation history
The block on the right displays all the actions that were performed within the framework of this participation.
There are 4 tabs available for selection: All, Orders, Participation, SMS. Each tab is a filtering of history data.
- The "All" tab displays the entire history.
- The “Orders” tab displays the history of all orders placed by the customer after registration in the Loyalty Program. Orders are sorted by creation date.
- The “Participation” tab displays information related to the participation card (for example, registration in the Program, level assignment, manual change of the bonus balance (full history in the “Bonus History” tab), status changes, changes in participation data, in the user fields).
- The “SMS” tab displays information on sent SMS messages with a verification code, SMS confirmation when registering a participation, as well as confirmation of writing-off bonuses in the order.
Note
Together with the record in the history of the customer’s registration in the Program, a record of the assignment of the first (basic) level also appears. It is also recorded who exactly registered the customer in the Program: CRM (automatic registration), User and API.
Bonuses history
This tab displays detailed information on the accrual, write-off and burnout of bonuses of this participation.
There is a filter on the top where you can select the date of action with bonuses, as well as a filter by the type of action with bonuses (accrual/write-off/burnout).