POS Stores This section also includes troubleshooting tips for loyalty point redemption issues that customers might face, such as card scanning problems or pending transactions.
In this guide, you will learn both how to convert transactions into loyalty points and also how to troubleshoot issues arising during the redemption of loyalty points, ensuring customers have a seamless experience.
Click on Self Service .
Click on Convert Trx to Loyalty.
Type in the POS Transaction Number.
Click the green Find button.
Click Convert to Loyalty.
Click up arrow and a small screen will appear.
Enter customer’s card number.
Click SEARCH.
Click on the card number with the details of the customer.
Click CONVERT TO LOYALTY.
Hint: To reduce this from happening frequently, ask the customer to download the Infinity Rewards App on Google play or IOS store. The app allows the customer to use their loyalty card without bringing their card to the store. See Cardholder App FAQ for more details. Additionally, ensure proper scanning of the loyalty cards during transactions and monitor site transaction thresholds to prevent pending issues from occurring.
Troubleshooting Loyalty Redemption Issues
Loyalty programs like Infinity Rewards are valuable for customers, but issues can occasionally occur during the redemption of points. This section offers resolutions for common problems, such as improper card scanning or pending transactions:
Resolving Card Scanning Issues: Ensure staff always scan loyalty cards and appropriately classify the transaction.
Clearing Pending Transactions: Notify the store manager to release them through the system, allowing the redemption to proceed effortlessly.
Best Practices to Prevent Issues
Scan loyalty cards properly during transactions.
Regularly review and manage site thresholds to avoid holds.
Encourage customers to download the Infinity Rewards App to ensure they can access their loyalty benefits even without a physical card.
Not sure what the POS ID is?
Click on Self Service
Click on Point of Sale
Click on POS Transactions
Enter the till slip number
Copy the POS ID displayed to use on the Convert Trx to loyalty listed above.
Terminal Partner
Click on Self Service
Click on Issue a Reward
Enter the card number
Click on Next
Enter the Reference Number
Enter the Purchase Value
Click on Next
Hint: Use the till slip number as your reference number
Fuel Partner
Click on Self Service
Click on Load Funds
Enter the card number
Click on Next
Enter the Reference Number
Enter the Load Funds Value
Processing > Open Loop Coalition
Click on Load Funds
Hint: Use the till slip number as your reference number. When rewarding fuel partners you need to load a gift for the rewards the customer would’ve earned. Litre amount x reward per litre = Reward amount