Issue goodwill points & coupons

Administrators of an org can manage goodwill requests and also issue points or coupons directly to customers.

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Note

Only goodwill requests can be raised from new Member Care UI. For everything else, use old Member Care UI.

Goodwill coupons

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This is not applicable for groups.

Issue Goodwill coupon

To instantly issue a coupon to a group or a customer, perform the following:

1. In the navigation pane, go to Goodwill Adjustments > click Coupons.
2. On the top-right, click One Step Issual. The One Step Coupon Issual dialog box appears.
3. In Customer Search, search the customer by mobile number/email/name/external ID
4. In Comments, enter a note for issuing the current goodwill points or coupon.
5. In Reason, choose a reason for issuing the coupon.
6. Click Proceed.

Approve Goodwill coupon requests

To approve Goodwill coupon requests, do the following.

1. On the left navigation pane, click Goodwill Adjustments > Coupons that you want to approve.

2. In the Pending tab, scroll to the request that you want to approve and click the respective Approve button. You can also search a request by request id using the Search box

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• To decline a request, click Decline. In the Decline Coupon Request box, provide the reason for declining this request and click Proceed.
• The approved and declined requests move to the respective tabs - Approved / Declined.

Goodwill points

Issue Goodwill points

You can issue Goodwill points to a customer, group or card. If Auto Approve is enabled for the org in Goodwill Adjustment Settings, points will be directly issued. When it is disabled, a request is created on the Goodwill requests page and authorized users can approve it.

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For groups, goodwill point requests are autoapproved and no manual approval is not applicable.

To issue points to a customer directly, follow these steps

1. In the navigation pane, go to Goodwill Adjustments >Points.
2. On the top-right, click New Request. The New Request dialog box appears.
3. In Customer Search, search the customer by mobile number, email ID, name, or external ID. To issue points to a card, type the relevant card number or card external ID.
4. In Points to be added, enter the number of points that you want to issue.
5. In Select program id, select the loyalty program that you want to associate to these points. Leave it to the default program for single-brand orgs or orgs with a single loyalty program.
   When you enter card details to search a customer, the loyalty program will be automatically selected which is associated with the card. You can also change this program manually if required.
6. In Comments, enter a note for issuing the current goodwill points.
7. In Reason, Select a valid reason for issuing goodwill points.
8. Click Proceed

Approve Goodwill points request

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This is not applicable for groups.

To approve Goodwill point requests, do the following.

1. On the left navigation pane, click Goodwill Adjustments > Points that you want to approve.

2. In the Pending tab, scroll to the request that you want to approve and click the respective Approve button. You can also search a request by request id using the Search box.

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• To decline a request, click Decline. In the Decline Coupon Request box, provide the reason for declining this request and click Proceed.
• The approved and declined requests move to the respective tabs - Approved/ Declined.

Download Goodwill points/coupon requests

To download the list of goodwill requests in a CSV file, do the following.

1. In Goodwill Adjustments, click Coupons or Points download.
2. Click the Download button.
3. Set the duration for which you want to download in the Start Date and End Date box
4. In Download, select the statuses that you want to download - Pending, Approved, and Declined
5. Click Proceed.

The list gets downloaded as a CSV file.

Goodwill Coupon Adjustment Settings

You need to configure Goodwill Coupon Adjustment Settings to do the following.

• Enable or Disable goodwill coupons for the org.
• Add supervisors (org POCs) to be notified when a new goodwill coupon request is logged.
• Add standard reason(s) for issuing goodwill coupons. This reason will be shown on InStore and Member Care while requesting goodwill points or coupons for a customer.
• Add offers (coupons).

To configure Goodwill Adjustment Coupons, follow these steps.

1. In Member Care, click Settings > Goodwill Adjustment Settings > Coupons.
2. Configure each option based on the description provided in the following table and click Save.

OPTION	DESCRIPTION
Enable goodwill coupons	Set to ON to enable goodwill coupon rewards for the org.
Access only to associate	Set this to ON to allow only Associate Login users to access this feature (on InStore). InStore supports two user roles - Guest Login and Associate Login.
Email these on the arrival of a request	Select the org users to be notified through email whenever a new goodwill coupon request is created. Click Select Options next to the Email these on the arrival of request label. You will see the list of org users. Select the desired check-boxes that you want to notify. You can search for a specific user using the Filter box. Click Check All to select all available users Click Uncheck All to deselect all selected users
Configure reasons for goodwill coupons	Add standard reasons that InStore users can choose while issuing Goodwill Coupons. You can add multiple reasons. Use the New box to create a new reason. Reasons configured here will appear as a drop-down list on InStore while issuing goodwill coupons.
Offers	Offers are coupons of the Offer Management System (OMS). You can use offers that are created already using OMS or create a new offer for Goodwill. To claim offers created through OMS, follow these steps. 1. Click Claim Offer. 2. You will see the list of offers that you can claim. Check the required offers that you want to select. 3. Click Claim. To create a new offer, see Create Offer of Offer Management System (OMS). Note: An offer once claimed can be used within the module and cannot be available for other modules.

Goodwill Points Adjustment Settings

Goodwill Points Adjustment Settings let you configure the following.

• Enable or Disable goodwill points for the org.
• Add supervisors for notifying when goodwill coupons are issued.
• Set the default TILL through which goodwill points are issued.
• Set expiry strategy for the goodwill points issued.
• Configure SMS/email notification that will be sent to customers when goodwill points are issued.

To configure Goodwill Adjustment Points, do the following.

1. Click Settings, expand Goodwill Adjustment Settings, and click Coupons or Points.
2. Configure the following settings: and click Save.

OPTION	DESCRIPTION
Enable goodwill points	Set to ON to enable rewarding goodwill points for the org.
Auto Approve	Set to On to auto-approve requests for goodwill points.
Access only to associate	Set this to ON to allow only Associate Login users to access this feature (on InStore). InStore has two access roles - Guest Login and Associate Login.
Email these on arrival of request	Select the org users to be notified through email whenever a new goodwill points request is created. Click Select Options next to the Email these on arrival of request label. You will see the list of org users. Select the desired check-boxes that you want to notify. You can search for a specific user using the Filter box. Click Check All to select all available users. Click Uncheck All to deselect all selected users.
Configure SMS	Configure the SMS message that will be sent to customers when goodwill points are issued. Make use of the predefined tags wherever necessary and click SAVE to save the message template.
Configure Email	Configure the email message that will be sent to customers when goodwill points are issued. Make use of the predefined tags wherever necessary and click SAVE to save the message template.
Configure Default Till	All goodwill points of your org will be associated with this TILL. You can change this configuration whenever required. In Default Till, select the Till that you want to associate. * Use default till for goodwill points issued from Member Care: Enable this option if you want the default TILL to associate only for goodwill points issued through Member Care. Even if you pass the Till ID (say in API), it will consider only the Till that you set here.
Configure reasons for goodwill coupons	Add standard reasons that InStore users can choose while issuing goodwill points. You can add multiple reasons. Use the New box to create a new reason. Reasons configured here will appear as a drop-down list on InStore while issuing goodwill points.
Expiry Strategies	In the drop-down box, select the expiry strategy that you want to assign for the goodwill points. If you want to modify the strategy, open Loyalty Manager, modify that specific strategy in the Points Expiry Strategy tab and reconfigure the loyalty program.