How to Troubleshoot a Club Malfunction: Not Earning Rewards
Scenario
A client reports that their customer cannot redeem the free item for the Pizza Club.
Troubleshooting Steps
Obtain the receipt.
If none was provided, request one from the client.
Identify the customer’s phone number on the receipt (e.g., 231-920-8789).
View the card details in the Program Console by navigating to:
https://manage.ackroo.com/cards/26924391/details
—where 26924391 is replaced with the customer’s phone number (or card ID).
Verify reward balance.
In this case, the customer has 3 free rewards.
Image Placeholder: Customer Reward Balance (3 Free Rewards)
Original link: https://api.hubspot.com/filemanager/api/v2/files/184623341858/signed-url-redirect?portalId=44976588Inspect the transaction logs.
Review the SKU scanned (e.g., SKU 18) to confirm it matches the Pizza Club’s purchase and award SKUs.
Link to scenario ticket logs: View logs
Check reward application details.
The logs indicate reward 95931 applied with a $2.99 discount, but the receipt shows the item was correctly overridden to $0.
Image Placeholder: Reward Application Log vs. Receipt
Original link: https://api.hubspot.com/filemanager/api/v2/files/184623822345/signed-url-redirect?portalId=44976588
Note: At this point, the cause of the malfunction remains unclear.
Escalate if unresolved.
If you cannot determine the issue, please escalate to Product Support with all gathered details (receipt, logs, card URL, screenshots).
Category: Ackroo Agents → Clubs
Last updated: 2025-01-07