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Thread: People not getting their loyalty points

  1. #1
    Join Date
    Sep 2011
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    1,908

    Default People not getting their loyalty points

    I have had a few emails from registered customers in the last few weeks complaining that they have not been given their loyalty points. Anyone else experiencing this?

    Looking through my users, I see quite a few who have placed orders but have no loyalty points. For example, of the most recent 20 users on the first page, 18 placed orders yet only 6 have any loyalty points. I don't see how that could be?

  2. #2
    Join Date
    Sep 2013
    Posts
    155

    Default

    For a long while now, I have been going through the users each day to check that loyalty points are being awarded - I have to add them manually to several customers a day. It's the new registered customers and their first orders that seem to be causing the problem.
    Cheers,

    Graham

    www.thatscrafty.co.uk

  3. #3
    Join Date
    Sep 2011
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    1,908

    Default

    Yes, same here. Glad it is not just me then.

    Rich, can you investigate please?

  4. #4
    Join Date
    Nov 2009
    Posts
    1,222

    Default

    Check how you have the account generation set up. I had an issue where customers were not getting loyalty points and it turned out they were saying yes to creating an account AFTER the transaction - ie on the payment success page. In these cases, the points were not awarded as the account came after the fact.

    EDIT: Because of this we now offer account creation before checkout not after.

  5. #5
    Join Date
    Sep 2011
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    I don't know if my mind is playing tricks on me but didn't Rich solve that issue some time last year in an update expressly to deal with people registering immediately after the order was placed. It meant that in those cases customers would still get assigned their loyalty points. I feel sure that was supposed to have been done as it was happening so often. Maybe I dreamt it... not sure.

  6. #6
    Join Date
    Sep 2013
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    155

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    Quote Originally Posted by Deefer View Post
    I don't know if my mind is playing tricks on me but didn't Rich solve that issue some time last year in an update expressly to deal with people registering immediately after the order was placed. It meant that in those cases customers would still get assigned their loyalty points. I feel sure that was supposed to have been done as it was happening so often. Maybe I dreamt it... not sure.
    No, you're not dreaming it. :-)
    Cheers,

    Graham

    www.thatscrafty.co.uk

  7. #7
    Join Date
    Nov 2009
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    1,222

    Default

    Quote Originally Posted by Deefer View Post
    I don't know if my mind is playing tricks on me but didn't Rich solve that issue some time last year in an update expressly to deal with people registering immediately after the order was placed. It meant that in those cases customers would still get assigned their loyalty points. I feel sure that was supposed to have been done as it was happening so often. Maybe I dreamt it... not sure.
    No, you're right, I had forgotten a fix had been done.

  8. #8
    Join Date
    Aug 2007
    Posts
    2,499

    Default

    Quote Originally Posted by KayJay View Post
    No, you're right, I had forgotten a fix had been done.
    You're right in saying that a fix had been put in for people creating an account immediately after purchasing.

    I've reviewed the code in detail and I believe I've now identified the reason it was working inconsistently up until now. It's something I've missed previously, sorry for the length of time it's taken to fix this one.

    Please continue to monitor this, but I think you'll find it is consistent in future.

    However, one thing to remember - if the customer closes the browser after ordering, then returns later and creates an account - no points will be awarded. They have to sign up during their current browser session, otherwise the "pending" points are discarded.
    Developer :: Bluepark Solutions

  9. #9
    Join Date
    Sep 2011
    Posts
    1,908

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    Thanks, will see how it goes.

    Yeah, understood about if they leave and come back.

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