Redemption Reward Issues FAQ | Astro Retailers

Common Issues or Questions about Redemptions:

Frequent Buyer and Offers:

Why can't I redeem the reward my customer wants?

This could be a few reasons. The most common is that the program is based on Least Value Free. The items available for redemption are based on the MSRP values provided to Astro. Make sure the item the customer is wanting is a qualified item to be redeemed. The customer’s Astro card and reward redemption pop-up should specify program rules and available reward. You can also check available reward link on the Checkout page in Astro as well. 

No reward items are showing for redemption:

This typically happens due to an item being discontinued/retired most commonly for Most Frequent Purchased or Purchased Prior Free program rules. If the redemption reward field is blank, please reach out to our Support team; support@astroloyalty.com

Why is the Offer not triggering?

Make sure to check the start date of the Offer. Check that the customer's purchase is a qualifying item for the Offer. 

Adoption:

Can I redeem the Adoption rewards in my POS?

At this time, the Adoption form needs to be filled out in Astro directly.

Here is an article on how to redeem the Adoption Bundles:  How to Redeem an Adoption Bundle | Sharing the Love Pet Adoption Programs

POS Integration Users:

If you are using a POS Integration and experiencing redemption issues:

Please contact your POS's Support team for more information and make sure the item the customer is wanting is a qualified item to be redeemed. 

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