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Campaigns Troubleshooting Process
Troubleshooting steps to consider if a merchant contacts us about their campaign not working as expected
A merchant may contact us about a campaign not prompting or not giving the associated reward to their customers. We will need to determine if this is a tech or configuration issue. Our first steps will be to see if their campaign has rewarded recently and when this was last done. You can do so through Campaign stats. This will give a reference point to know if anything has changed in account setup.
If the merchant offers online ordering then you can create a test order to see if the campaign is prompted for a customer at checkout. If so then you know you have hit the correct parameters to earn the reward, so this level of setup will be correct. If the customer does not offer online ordering then this can only be tested on the POS.
If the merchant offers online ordering then you can create a test order to see if the campaign is prompted for a customer at checkout. If so then you know you have hit the correct parameters to earn the reward, so this level of setup will be correct. If the customer does not offer online ordering then this can only be tested on the POS.