Can't create loyalty program specific to different categories of goods

[lroquet]

Hi There - We have a coffee roasterie, and have had an existing loyalty program like this [when a customer buys 10 bags of roasted coffee, each one over a specific price, they get $5 off next purchase]. Then, we added another category loyalty like this [when a customer buys 10 coffee beverages, at any price, they get $1 off their next coffee beverage purchase].  The problem is that points/stars are generated for either category in a value of ONE and treated as a universal reward.  So if a person buys 10 coffee beverages, they qualify for the same reward level as if they had purchased 10xbags of roasted coffee.  The rewards are NOT universal and shouldn't be allowed to cross over categories.  Each reward category of goods needs to be able to apply only to that category and be rewarded only when items in that category are purchased. Or, if there isn't hope of that working, then the rewards need to be capable of calculating a different value reward based on what was purchased specifically. We used to do physical punch cards for the coffee beverage rewards.  However, we put those on pause because we have a fully contactless system due to Covid.  I don't ever want to handle customer cards now or in the future.  We would really appreciate if you could get this digital reward system working to meet the demand of this new contactless world we are living in. Thank you so much!

[Kassi_]

Welcome to the Community, @lroquet - 

Thank you for posting your question about using Loyalty points for your customers. 

I am more than happy to help you find the best solution. There is an option to set up your discount by Category whenever you create your discounts, it doesn't have to be by sale only. 

Once you choose that Category, you will apply the specific category before saving. Give this a try and please let me know if it doesn't do the trick. 

I will keep an eye out for your reply👀. 

[lroquet]

Hi Kassi, 

Yes, I have this set up

A coffee beverage gives a star for 1, after 10, they are rewarded with $1 off (category Coffee Drinks)

A coffee bag gives a star for 1, after 10, they are rewarded with $5 off (category Roasted Coffee)

Discount

$1 off for category coffee drinks

$5 off for category roasted coffee

Is this Discount - which is set up in the discount area what is applied when loyalty points are cashed in?

Still the problem is that if a customer ACCRUES points in 2 different categories at 1x1 coffee (value 3.50 lets say) and 1x1bag coffee ($16.95).  So the point is they can still get 10 points not mater HOW they got them, and redeem a bigger value from that which they qualified. 

Please let me know if there's a different way this is done.

[Kassi_]

Hmm.. @lroquet - 

Ah I see! Well since we have tried the standard avenues to get these rewards working for you, I am going to suggest reaching out to our Loyalty Team directly. 

They will have access to more account specific information and be able to provide concentrated support for your Loyalty program. Also, they would be able to submit a ticket with our engineers, if needed. 

I am sorry I wasn't able to give you a resolution on my end. I appreciate you hanging in there while I tried to get to the bottom of this. 

[lroquet]

HI Kassi, thanks for your reply.

Yes, I have also tried to set up as Reward by Category per "an item in a category". The issue isn't that the rewards are given, the issue is with the way the reward is valued.

A coffee beverage gives a star for 1, after 10, they are rewarded with $1 off

A coffee bag gives a star for 1, after 10, they are rewarded with $5 off

Customers could earn 10 stars based on the fact that they purchased 10 beverages, and be rewarded a $5 off coupon. We only want that reward earned when coffee bags are purchase.  So you see, the stars are a value of "the same" and the rewards can be cashed in "for anything"  at a $5 or $1 amount of their choosing. 

We need to be able to be sure that the rewards are separate. Customers either earn $1 for beverages or $5 for coffee bags. 

Issues arise like this:

Customer buys 10 coffee beverages, and can choose to cash in a $5 reward (which they did not earn based on what they purchased)

Please let me know what you think.

[Kassi_]

@lroquet - 

Appreciate you providing more insight and hanging in there with me, so we can get to the bottom of this for you. 

Are you using the same reward rule for beverages and bags of coffee? Have you tried creating a separate rule or splitting them into their own categories? 

This would allow the stars to be valued differently depending on the reward category, if that makes sense.