Discretionary Credits

Discretionary credits are rewards that can be applied as points or vouchers. They are added to or removed from a member's account at the discretion of the customer service agent or other company personnel with access to the account. Discretionary credits are used to adjust an account to the correct level. Discretionary credits and their corresponding limits are set for the client via configuration.

Make an adjustment to discretionary credit (Points)

1. Select Membership > Member Search, select one of the search options, enter the required information, and click Search. Click one of the members returned to open their member page.

2. Click Discretionary in the header banner on the member management page.

3. In the window, select the Points tab.

4. Select a business unit with which the member is affiliated. The business unit is a division of the company running the loyalty program. In some cases, there may only be one option to select.

5. Select a reason for adding or removing points. The reason codes can be customized per client, but the options typically include some or all of the following:

   • Card Not Swiped: The card swipe was missed at checkout, so the credits weren't added to the account.
   • Missing Points from Instore/Flyer Offer: Points that should have been applied from fulfilling an in-store or flyer offer are missing.
   • Missing Points from Digital Offer: Points that should have been applied from fulfilling an online offer are missing.
   • Points Reinstatement - Expiry: Points were lost on account expiry but are now being added back to the account.
   • Points Reinstatement - Fraud: Points were lost due to a fraud investigation but are now being added back to the account.
   • Missing Partner Card Bonus Points: The points that were to accrue for using a partner payment card weren't applied.
   • Points Reinstatement - Payment Issue: There was an issue with an automated payment originating in ES Loyalty, so this is the alternative method for making that payment.
   • Other: Any other reason for adding to or removing from the points balance on the account, including client-specific reasons.

6. Enter the number of credits to be added to or removed from the account.

   note

   To remove points, place a minus sign in front of the number.

7. Click Apply Credits, then click Accept to confirm the points awarded or removed. A message confirms the discretionary credits event. The account balance in the header is adjusted, but note that a 12-hour hold has been placed on the new points as a fraud-prevention measure.

Agents can add a maximum number of points or subtract a maximum (using a negative number) in a single transaction, and more across multiple transactions. These limits are based on their assigned role and permission levels set under Users.

Make an adjustment to discretionary credit (Vouchers)

1. Select Membership > Member Search, select one of the search options, enter the required information, and click Search. Click one of the members returned to open their member page.
2. Click Discretionary in the header banner on the member management page.
3. In the window, select the Vouchers tab.
4. Select a business unit with which the member is affiliated. The business unit is a division of the company running the loyalty program. In some cases, there may only be one option to select.
5. Optionally, you can select a reward type. Specifies the type of voucher reward to be used in the adjustment.
6. Select a reason for issuing the voucher.
7. Click Issue Voucher, then select the Issue Voucher button in the pop-up window.

Understanding the Balances

There are a few important things to note about the balances and values for the account shown in the header ribbon.

If the feature is enabled and points are added to the account, they aren't made available for redemption for a configurable number of hours (for example, 12 hours) as an anti-fraud measure. These points can't be used immediately, so the Account Balance shows the points with a note about the hold, but the Available Balance doesn't reflect the added points until the hold period has elapsed.

While the added points are on hold, they also don't affect the Redeemable Balance or the Redeemable Value. Once the hold period ends, the adjustments are made to the Available Balance and, if applicable, to the Redeemable Balance and Redeemable Value.

If points are subtracted from the account credits, those changes are reflected immediately in the balances and values.

See also

Post-Purchase Earn