Redemption Reward Issues FAQ | Astro Retailers

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. 

My cashiers are giving customers an extra purchase credit for free items instead of just redeeming the card for the free good!

I have advice for both cashiers and managers for how to best handle this for now. And there will be an update released soon that will address this problem and make it a thing of the past. 

Cashiers - The most important thing to remember here is that Today's Purchases should only list the items the customer will be paying you for that day. If you see and item listed under Today's Purchases that you just gave away as a free good then you need to remove it from Today's Purchases.

This issue arises most often when the customer has not earned a prior reward but they are about to complete a card once you start scanning in their current purchases. Because of this you are not seeing the Unredeemed Reward notification upon entering checkout, instead it is showing up while you are scanning in items. I have a couple suggestions, one being the best.
  1. Once you are finished scanning in all of your customer's purchases and you notice then that your customer has just earned a reward, after you click checkout and are met with the Redemption Pop-up select "Redeem Later" and save the redemption for the next time the customer comes in. This way the next time you check this customer out you will see the Unredeemed Reward alert at the very top of their checkout screen above all their cards, and you know not to scan in an item that they are able to redeem that day. The best way to determine what free goods the customer qualifies for is by clicking on the "Click to see redeemable items" link within the Unredeemed Reward alert. (This only applies to Frequent Buyer redemptions, do not save an Offer reward for later.)
  2. If your customer wants to redeem their earned reward the same day it is earned then you need to make sure that you do not see the item you just gave away for free listed under your customer's Today's Purchases. Let's start with the first screen that you are scanning their purchases into, once you are finished adding items to the sale scroll down and check to see if there is a Unredeemed Reward alert. It will be just below Today's Purchases. If you see one click the "Click to see redeemable items" link and see if one of the items listed matches one of the items you just scanned into Today's Purchases. If there is a match Remove the matching item from Today's Purchases. Then you can click Checkout and redeem the card.
    1. If doing this removed the Unredeemed Reward alert scroll down and find the Frequent Buyer card. If there are two matching cards, drag & drop the checkmarks from one card to another to make a completed card. If there is one card that is now incomplete the customer will need to make another purchase to redeem the card, so re-scan the removed item to Today's Purchases then tell the customer to grab another bag of the same formula - do not scan that bag into checkout. Then you can click Checkout and redeem the card. 
    2. If you do not catch that there is an item under Today's Purchases that matches the free good redeemed until after you redeem the card, you can click the red Return to Checkout button and then remove that item from Today's Purchases. Then click Checkout and then Finished to complete the transaction.
Managers - The best way to check behind your cashiers at the end of the day, or throughout the day, to make sure no redemption errors were made is by using the Frequent Buyer Participation report which is located within your Reports menu. Set it to Today. You will be looking at two columns, Rewards Earned and Cards Punched. If you see a customer has earned a reward, check the list of Cards Punched to make sure that an additional card was not punched for that customer today that matches the item it shows they redeemed under Rewards Earned. If you find an error you can look the customer up under Checkout and remove the item from Today's Purchases. 


Adoption:

Can I redeem the Adoption rewards in my POS?

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