Choose the right reward
A tier, customer balance and referral each serve a different relationship. Match the reward to customer behaviour and a sustainable commercial goal.
CUSTOMERS / RETENTION
Give the next visit a reason.
Make rewards understandable for the customer and manageable for the business. Define earning, redemption and reversal rules before introducing a loyalty programme.
BUILT AROUND THE WORK
What this means
for your business.
Explain the rules
Give customers clear eligibility and redemption information. Review how rewards interact with promotions, order cancellation and returns.
Keep the operation consistent
Support staff need to understand the customer’s position and the available correction process. Reconcile rewards with the underlying purchase history.
THE DETAIL IN BUSINESS CONTEXT
A relationship has a history.
Customer context becomes useful when the team can connect the latest question to orders, service and relevant commercial permissions.
Audience & consent
A matching segment does not automatically authorise a marketing message.
Loyalty & reversals
Define earning, redemption and correction rules alongside cancellations, returns and customer support.
INSPECT THE RECORDS AND DECISIONS
The reward and the reversal belong in the same policy.
A customer should understand how a reward is earned and used. The team also needs an answer when the underlying order is cancelled or returned.
Operating concepts to inspect in your setup; this is not a wire-format schema. Exact API fields belong in the source-derived reference.
- Eligibility
- The customers and purchases covered by the programme.
- Earning rule
- The business event that grants the benefit.
- Balance or tier
- The customer’s inspectable position in the programme.
- Redemption
- When and how the benefit may be used.
- Reversal
- The consequence of a cancellation, return or correction.
- Support owner
- Who can review a dispute or account issue.
When a rewarded order is returned
Review the original earning event and the return policy. Agree the correction rather than leaving the commercial consequence implicit.
Before announcing the programme
Test earning, redemption and reversal with representative records. Publish understandable terms that match the configuration.
Inspect the supplied workspace.
Supplied Agora loyalty workspace. This capture provides interface context; the operating scenarios on this page use separately labelled sample data.
FOLLOW THE PROCESS
From the first step
to the next decision.
01
Define the programme
Choose the reward model, eligibility and commercial limits.
Define the programme→Test the customer journey→Review reversals
02
Test the customer journey
Follow earning, inspection and redemption using representative accounts.
Define the programme→Test the customer journey→Review reversals
03
Review reversals
Inspect the outcome of a cancellation, return or referral dispute.
Define the programme→Test the customer journey→Review reversals
Operating walkthrough · Review the exact configuration for your business.
A CLEARER PICTURE
Good questions.
Useful answers.
Are loyalty and referrals configured together?
They appear in the customer workspace but represent different rules. Review the functions included for your plan.
Can I promise a reward before setup?
Publish the offer only after the earning and redemption journey has been checked.
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