Step-by-Step Training: Troubleshooting Loyalty Program Links

Step 1: Access the Sub Account having the Snapshot installed

• Objective: Begin by accessing the sub account.
• Action: Open the snapshot to begin your review. Each snapshot may have slightly different settings, so always check the specific snapshot you're working with.

Step 2: Navigate to the Automation Section

• Objective: Open the automation section where the loyalty card settings are located.
• Action:
  1. Go to the Automation section.
  2. Scroll down or Search to find Wellcome to the Loyalty Program Workflow.

Step 3: Check SMS Messages

• Objective: Verify the SMS message that’s being sent out to customers.
• Action:
  1. In the Loyalty Program section, check the SMS message.
  2. The message might be in a template, so check both the template and direct message settings.

Step 4: Verify the Trigger Link

• Objective: Ensure that the correct trigger link is being used.
• Action:
  1. Locate the Trigger Link button.
  2. Click the button to check the link, which should lead to the loyalty punch card.
  3. Make sure the link in the trigger is the correct one (it should match the link for the loyalty punch card).
  4. Use one and remove the other.

Step 5: Confirm the Trigger Link is Correct

• Objective: Double-check that the trigger link is properly configured.
• Action:
  1. If the link is correct, there’s no need to save it.
  2. If you are unsure, you can go to Marketing and look for Trigger Links to verify.
  3. The correct link should point to the loyalty card URL, including the contact ID and stamp count.

Step 6: Troubleshoot Registration Page Issues

• Objective: Address issues where scanning the loyalty card might take users to the registration page.
• Action:
  1. If scanning the loyalty card brings up a registration page instead of the loyalty punch card, check the SMS or email message that was sent.
  2. Verify that the link in the message is correct and points to the correct loyalty card URL.

Step 7: Verify the URL for the Loyalty Card

• Objective: Ensure that the correct loyalty card URL is used in the system.
• Action:
  1. Go to the Sites section, and verify the Loyalty Cards URL under Rewards Loyalty Card.
  2. Ensure that this URL matches the one linked in the trigger settings.
  3. Make sure any changes to the loyalty card URL have been updated across all relevant areas of the platform.

Step 8: Cross-Check Domain and Custom Values

• Objective: Confirm that the domain used in the loyalty link is the same as the one configured in the custom values.
• Action:
  1. Ensure that the domain used for the loyalty card (e.g., loyalty-card) is consistent across all settings.
  2. Check that the custom values section matches the domain and link setup used in the funnels.

Step 9: Review and Final Check

• Objective: Do a final review to ensure everything aligns correctly.
• Action:
  1. Double-check all links and settings to ensure they are correctly aligned.
  2. If the links are consistent and the correct trigger links are used, the setup should be functioning as expected.
  3. If there are discrepancies, revisit the snapshot to find and fix any errors.

Step 10: Conclusion

• Objective: Wrap up and confirm the setup is correct.
• Action: If all links and settings match the correct URLs, the loyalty program should be working smoothly.