We currently have an integration with Azpiral so that your website can integrate with their loyalty platform. The following are how the integration works:
What additional features does the Loyalty Platform bring?
The following are the additional features:
- All customers will join your loyalty platform through your website going forward. So you should get a lot more customers on to your loyalty platform.
- All customers will get a virtual loyalty card. You will only need to give a physical loyalty card to those who request one.
- You can use the extensive loyalty platform marketing features to market to all your loyal customers, both online and offline.
- The web account and loyalty account will be merged into one account so your customers wont get confused as they will only have one account with you.
- When a customer logs in, they will see their current points and their loyalty card number.
- When they update their web account details (e.g. change their last name or mobile number), a background request will be sent to the loyalty platform to update their details.
- If the Loyalty Platform can not make the change at that point in time, you can have the details of the change request sent to an email account so that you can rectify these changes manually.
- When they are making an order online and are going through checkout, they will be:
- Prompted if they want to cash in some or all of their points for a discount which will then be applied automatically to their order if they choose YES.
- OR they will be told how many additional points they will get if they instead complete their order as-is
- NOTE that if they decide to use a promo code, they will not be given any loyalty points so that we avoid double-discounting
- A nightly batch job will run allocating points to their loyalty account for all web orders they make.
- When they register initially, it will process all web orders within the last 30 days (this is configurable) so that you can encourage them to join your loyalty program up to 30 days after making their first web order.
What happens when a customer creates an online account?
When your customers create an online account, it will automatically create their account on the loyalty platform as well so that your customers only ever have 1 account that they set up with you and not multiple accounts.
If for some reason, the loyalty platform won't create the account (e.g. the customer's email address or mobile number is already registered with another account on the Loyalty platform), the web account is created anyway and no error message is shown to the customer so the customer does not know this happened. And then each time the user logs in, they will be shown a message on their home page suggesting they join the loyalty platform which allows them connect to the loyalty platform.
What about customers who have a web account but are not connected to the Loyalty platform?
When a customer logs in, if they are not already registered with the loyalty platform (e.g. they set up their account before the loyalty platform was turned on), they will be prompted to join. They just need to click JOIN and they will be able to join the Loyalty platform.
What about customers who already have a Loyalty card/account?
When a customer creates a web account, or already have a web account and decide to join the Loyalty platform, they will have the option to enter their existing loyalty card number. If they do, instead of creating a new account for them on the Loyalty platform, the existing account will be attached to the web account.
If the existing account on the Loyalty platform has a different email address, it will not let the customer attach to the account. So for security purposes, the customer needs to have the correct email address and correct loyalty account card number to be able to attach to their account.
NOTE that the website does not allow more than 1 web account for the same email address which should help minimise duplicate account issues.
What happens if the Loyalty Platform returns a validation error?
The loyalty platform can return an error if "email account already exists for another account" or "mobile phone number already being used for another account". In these cases, if the customer is creating a web account, or is making changes to their online details like first name and last name, we will try and update the Loyalty platform but if it comes back with an error, we will ignore it and allow the changes to go through. This is because it would require manual intervention by the retailer which will take a few days and the customer will get very frustrated trying to make a change, say, in the evening, and getting a technical error back each time that they cant resolve.
So for some accounts, their web details may not be the same as the details on their loyalty platform, especially for older loyalty accounts. You can decide to be notified of all validation errors returned by email and then rectify these issues manually as described in the following section.
Getting notified of all Loyalty Platform errors
If there is a validation error on the Loyalty Platform, if you supply an email address to the Help Desk, you will then get notified of all validation errors covering the following:
- New Account Registration Errors - this is when the customer tries to register a new account but is prevented by the loyalty platform - the customer will not receive an error and you won't need to do anything as they can try again the next time they log in.
- Attach Existing Account Registration Errors - this is when the customer tried to attach an existing loyalty account with their web account - the customer will be shown an error and will not be allowed to proceed so will likely contact you about the error - it is up to you whether you want to ignore these errors.
- Account Update Errors - these are errors when the user makes a change to their account. You need to manually fix these changes on the Loyalty platform if you want both accounts to be kept in sync.
- Batch Job Errors - these are errors when the nightly batch job tries to give a customer points for a web order and if the Loyalty Platform rejected this, an email will be sent to you with details. If you don't manually rectify these issues, the customer might not get points for this particular web order.