Earn conditions allow an org to create various conditions and define how a customer can earn points. You can have common points allocation across tiers or different allocations for each tier.

For MLP enabled orgs, allocation strategies created in a program are associated only with that program and cannot be used even in the org's default program.


Key concepts of points earn conditions

Types of points allocation

There are two allocation types available.

  • Fixed: A fixed number of points is allocated irrespective of the transaction amount.
  • Prorated: Points are issued as a percentage of the transaction amount or custom field value.

Based on the chosen allocation type, you can have the following combinations of points allocation strategies.

  • Reward points as a percentage of a transaction amount with the same percentage across tiers. For example - Tier1: 15%, Tier2: 15%.
  • Reward points as a percentage of the transaction amount with different percentages for each tier. For example - Tier1: 15% of the transaction amount, Tier2: 20% of the transaction amount.
  • Reward a fixed number of points per transaction across tiers. For example - Tier1: 15 points per transaction, Tier2: 15 points per transaction.
  • Reward a fixed number of points per transaction with different values across tiers. For example - Tier1: 10 points per transaction, Tier2: 15 points per transaction.

Points round off settings

Configure round off decimal points that are issued to customers (usually for prorated), see Points Round off Settings.


Points Delayed Accrual

  • New event: DelayedAccrual: You need to configure the DelayedAccrual activity to perform actions on Delayed Accrual. 
  • To enable converting promised points to current points, for the DelayedAccrual activity, you need to set Delayed Accrual Action.
  • Supported actions:
    • Send Messages (SMS, Email, Mobile Push)
    • Upgrade To Tier
    • Issue Coupon
    • Delayed Accrual
  • Functionality: 
    In normal terms, the points allocation date is when points are actually issued to the customer. In the case of Delayed Accrual, the awarded date is when points get added to the current points (accrued date). Refer to the following examples for clarity.
    • If a transaction with bill date A is sent to Loyalty EMF on date B, the awarded date is date B.
    • If the transactionAdd activity of date A gets replayed on date B, the awarded date is date B.
    • If bill points with bill date A are imported on date B, the awarded date is date B.

      The 'delayed accrual points' is added to the 'current points' on the next morning of the delay period, i.e., (event date + the number of days of delay) specified in the point allocation strategy.

      If a transaction is added on 28th Sep and the number of days of delay is 1, the delayed accrual points will get added to current points on the morning of 30th Sep (morning after 28, Sep + 1 day). The awarded date is 30 Sep.

      You can create rules on the points that are redeemable, non-redeemable, or with the summation of both.

  • Limitations: 
    • For an activity, you cannot use both direct allocation and delayed accrual strategies. You cannot have strategies with different delay periods. For example, you cannot use one strategy with 4 days delay period and another strategy with 7 days delay period.
    • You cannot use Delayed Accrual strategies on Registration and Customer Update activities.

Configure points earn conditions

To configure earning conditions, do the following.

  1. On Intouch, navigate to Menu > Loyalty> Programs.
  2. In Programs, select the program you want to edit.
  3. Click Edit Program
  4. Click Points.
  5. Click Add Earn Conditions.

  6. In Name, enter the condition name.

  7. In Description, describe the condition.

  8. In Module Using this Condition, select the module (Loyalty/Campaigns - Engage+) where you want to use this condition.

    If you choose Campaigns, you can see only two options- Fixed and Round up.


  9. In Allocate Based On, select your preferred option, based on which the points are allocated.

    OptionDescription
    TiersThis is the default option. Points are allocated to customers according to their tiers.
    Loyalty Registration

    Points are allocated to customers based on the information they provide during the registration. You can select any one of the custom fields.

    For example, if you select an age group of 25-30, points are allocated to customers belonging to this exact age group.

    Loyalty TransactionPoints are allocated to customers on the basis of their Loyalty transaction. For example, if you select order_channel, points are awarded only to customers who made a transaction through a particular channel(For example- Instore).
  10. In Allocation Type, select your preferred allocation type to define the criteria for giving points to customers.
    OptionDescription
    FixedTo reward a fixed number of points (irrespective of the transaction amount). For example - 10 to issue 10 points per transaction.
    Prorated- in terms of %

    To reward points as a percentage of the transaction amount. For example - 10 to issue points of 50 points if the transaction amount is 500.

    Points Multiplier- in terms of %

    To reward extra points to the customer along with existing points. For example, 5x of the current points allocation strategy.  This is used in promotions (run for a shorter period) along with an existing allocation strategy. 

    For example, if an org issues 10 points to customers in the lowest tier, during Diwali season the org can issue 10X points to attract customers in the lowest tier to make more purchases with the org. The customer will receive 100 points (10 multiplied by 10) if they make a transaction with org during the Diwali season.

  11. Enable Same for all Tiers and enter the point value.
    The point value will be the same for all the tiers in the program, If disabled, you can enter different point values for different tiers.
  12. In Enable Delayed Accrual, enable the checkbox and enter the days after which the customer is able to redeem points. 

    Delayed Accrual: Points are reflected in the customer's account immediately after the transaction but are only redeemable after the prescribed number of days. For example, if an apparel store has a return policy of seven days, and a customer buys a shirt and gets 20 points on this purchase. The points are reflected in the customer's account right after the purchase, but if the customer decides to return the shirt on the third day, the points will disappear from the account and the customer is unable to use the acquired points. Delayed accrual prevents customers from misusing points.

  13. Click Done.

Points allocation on Custom Field values

You can also reward points to your customers based on the custom field values that are submitted on the customer registration and profile update screens of InStore.  This works only for the custom fields with integer values (example: 20) and not for string values (example: John). It is recommended to use a fixed points allocation type for custom fields. 


To configure rewarding points based on the custom fields, do the following:

  1. In Earn conditions click Add earn condition to create a new point earning condition (or) to modify an existing condition, navigate to the earn condition and click the respective edit button.
  2. In Allocate based on, choose either Loyalty Registration or Loyalty Transaction and select your desired custom field accordingly.

  3. In Allocation type, choose Fixed to allocate a specific number of points for every transaction (irrespective of the transaction amount). Choose Prorated to allocate points as a percentage of the transaction amount.
  4. Click Done.

Configure points round-up for campaigns

Earn condition configuration for Campaigns has an additional Allocation type - Round up. This lets you round up points that are in a specific range for each tier. For example, when running campaigns, you can round up points that are between 30-100 to 100 for all customers in the base tier.

If Same for all Tiers is disabled, Round up configuration will vary for each tier.

  1. In Allocation type, choose Round up.
  2. In Points range, configure from, to and round upto: the range of points and the value that you want to have for the roundup. For example, if a customer has 40 points (current points) in his/her account and when the campaign is triggered, an additional 60 points will be added to his/her account making it 100 as configured.

Configure rules for points allocation strategy

Once you create a strategy, you need to configure the relevant activity and define rules based on which you want to execute specific points earning conditions.

You can configure rules on TransactionAdd activity and DelayedAccrual event.

To configure Rules for Points Allocation:

  1. In Workflow, go to Customer Activity and click TransactionAdd.
  2. In Select customer activity, choose the activity for which you want to define earn condition rules. While defining actions, you can choose the desired allocation strategy in Earn Condition as shown.
  3. You can also set up notifications to send to customers on the successful execution of the activity. Configure SMS, email, WeChat, and/or Mobile Push templates accordingly. 

Configure customer activity for points allocation at transaction item level 

To allocate points at the transaction item level, you need to have a forward case in which the transaction item is enabled. To issue points on a transaction item based on the item price enable Use proportions.

Transaction item is available only for forward cases (Forward to set action).
Use proportions and Maximize point allocation options are visible only after you enable Enable transaction item.

 

  1. Enable transaction item: Enable this option to issue points at the line-item level. 
  2. Use proportions: Enable this option to split points according to the price of transaction items. For example, consider a transaction with a bill amount of $300 consisting of two line items lineitem1 of $100, and lineitem2 of $200. If points allocation is 10% of the transaction amount, then 10 points will be issued for lineitem1 and 20 for lineitem2.
  3. Maximize point allocation: Enable this option to set a cap on points allocated to customers.
  4. Enable tender unroller: Enable this option to configure rules on payment modes.

Limit points issual per customer for each set

You can limit points issued to customers on transaction amount, line-item amount, and tracker value for each set and subset separately per customer.

After adding and deleting the capping value, click Save.

  The following are the different capping configurations supported.

  1. Total Points capping
  2. Source value capping
  3. Sum of tender amounts
  4. Tracker source value

Total Points capping

Limit the maximum amount of points allocated to a customer across all actions inside a set and all its subsets. 

Applicable for all sets of the TransactionAdd customer activity.

To limit total points per customer for a condition in the TransactionAdd customer activity, do the following.

  1. On Workflow, select TransactionAdd customer activity. Click +Add capping.
  2. In Add capping page, click Total points.
  3. In Total points, set the limit per customer.
  4. Click Save.

Source value capping

Set a limit on the value based on which points are calculated and awarded to customers. For example, if there is x% discount on bill amount and source value is set as 5000, the customer receives x% on bill amount or x% on 5000 as points (whichever is lower). 

This is applicable for Set1 and its subsets of the TransactionAdd customer activity.

To limit points per customer for a condition in the TransactionAdd customer activity.

  1. On Workflow, select TransactionAdd customer activity. Click +Add capping.
  2. In Add capping page, click Source value.
  3. In Source value, set the limit per customer.
  4. Click Save.

Sum of tender amounts

This option lets you limit points based on eligible payment methods. For example, issue points for the payments through ABC credit card up to 10000 of the cumulative transaction amount (from the configured time).

This is applicable for Set1 and its sub-sets of the TransactionAdd customer activity.

To limit points per customer on tracker values TransactionAdd customer activity.

  1. On Workflow, select TransactionAdd customer activity. Click +Add capping.
  2. In Add capping page, click Sum of tender amount.
  3. In Sum of tender amount, enable/disable the toggle button to include/exclude the tender mode. Choose the tender mode from the drop-down options.
  4. Click Save.

Tracker source value

This option is available for TrackerSet to limit issuing points on tracker value. For example, you can have a tracker condition to capture the quantity of petrol and limit points to issue per customer for up to 1000 liters of petrol. You can define multiple tracker conditions for a set.

This is applicable only for the sub-sets of TrackerSet (TransactionAdd customer activity).

To limit points per customer on tracker values:

  1. On Workflow, select TransactionAdd customer activity.
  2. Select sub-set of TrackerSet,  click +Add capping.
  3. In the Add capping page, click Tracker source.
  4. Choose the Tracker for which you want to set the limit. After selecting the tracker a text box appears.
  5. Enter the capping value in the text box.
  6. Click Save.