Troubleshooting Loyalty Issues

STAMP

1) If the POS if not giving the option to redeem stamps against an item, this likely means it is not set up as an item to reward stamps. Remember that LoyLap only allows items that reward stamps to have stamps redeemed against them. This can be checked on the POS within the Loyalty app and 'Setup'

2) Items not crediting stamps. This could be a couple of things, as mentioned above it is worth ensuring that the item is set to reward stamps. if it is then it may be that there is a modifier group assigned to the item meaning it is excluded. This can be checked on the POS within the Loyalty app and 'Setup'. This could also be as simple as the QR code is not being scanned in the Loyalty app before payment.

3) Not allowing credit to be redeemed in the Loyalty app. This is likely a scenario where the customer has topped up their account with a balance however the merchant is using Stamp loyalty. Remember that Stamp or Credit can only be run one at a time, so if Stamp loyalty is enabled it is looking to redeem a stamp balance and not a credit balance. They can download Gift or Facilipay to resolve this.

CREDIT

1) Items are not rewarding credit. This could be that the base level for credit the merchant has set is 0 and will only offer credit back a certain amount. This can be checked within 'Settings' & 'My Loyalty' on the business portal.

2) Items are not giving the right amount of credit. The base level for credit back is set on the business portal within 'Settings' & 'My Loyalty' however item specific values can be set and could have been changed. Credit values can be checked on the POS within Loyalty app and 'Setup'.