Administrators of an org can manage goodwill requests and also issue points or coupons directly to customers. The following topics are covered in this article

TABLE OF CONTENTS

For settings related to Goodwill points and coupons, see Goodwill Coupon & Points Adjustment Settings.

Goodwill coupons

Issue Goodwill coupon

To instantly issue coupon to a customer, follow these steps.

  1. In the navigation pane, go to Goodwill Adjustments > click Coupons.
  2. On the top-right, click One Step Issual. The One Step Coupon Issual dialog box appears. 
  3. In Customer Search, search the customer by mobile number/email/name/external ID
  4. In Comments, enter a note for issuing the current goodwill points or coupon.
  5. In Reason, choose a reason for issuing the coupon. 
  6. Click Proceed.

Approve Goodwill coupon requests

To approve Goodwill coupon requests, do the following.

  1. On the left navigation pane, click Goodwill Adjustments > Coupons that you want to approve.

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  1. In the Pending tab, scroll to the request that you want to approve and click the respective Approve button. You can also search a request by request id using the Search box  
  • To decline a request, click Decline. In the Decline Coupon Request box, provide the reason for declining this request and click Proceed.
  • The approved and declined requests move to the respective tabs - Approved / Declined.

Goodwill points

Issue Goodwill points

You can issue Goodwill points to a customer or card. If Auto Approve is enabled for the org in Goodwill Adjustment Settings, points will be directly issued. When it is disabled, a request is created on the Goodwill requests page and authorized users can approve it.

To issue points to a customer directly, follow these steps

  1. In the navigation pane, go to Goodwill Adjustments >Points.
  2. On the top-right, click New Request. The New Request dialog box appears. 
  3. In Customer Search, search the customer by mobile number, email ID, name, or external ID. To issue points to a card, type the relevant card number or card external ID.
  4. In Points to be added, enter the number of points that you want to issue.
  5. In Select program id, select the loyalty program that you want to associate to these points. Leave it to the default program for single-brand orgs or orgs with a single loyalty program.
     When you enter card details to search a customer, the loyalty program will be automatically selected which is associated with the card. You can also change this program manually, if required.
  6. In Comments, enter a note for issuing the current goodwill points.
  7. In Reason, Select a valid reason for issuing goodwill points. 
  8. Click Proceed. 

Approve Goodwill points request

To approve Goodwill point requests, do the following.

  1. On the left navigation pane, click Goodwill Adjustments > Points that you want to approve.
  1. In the Pending tab, scroll to the request that you want to approve and click the respective Approve button. You can also search a request by request id using the Search box.  
  • To decline a request, click Decline. In the Decline Coupon Request box, provide the reason for declining this request and click Proceed.
  • The approved and declined requests move to the respective tabs - Approved/ Declined.

Download Goodwill points/coupon requests

To download the list of goodwill requests in a CSV file, do the following.

  1. In Goodwill Adjustments, click Coupons or Points download 
  2. Click the Download button.
  3. Set the duration for which you want to download in the Start Date and End Date box
  4. In Download, select the statuses that you want to download - Pending, Approved, and Declined
  5. Click Proceed.

The list gets downloaded as a CSV file.